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Customer Experience (CX) refers to the overall perception and emotional response a customer has toward a company throughout all interactions. Improving CX aims to enhance customer satisfaction, loyalty, and advocacy.
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Explore the benefits of translation for your business. Learn how translation can improve customer experience and drive repeat sales.
Out with the old, in with the new. The world is changing fast – which means brands and marketers need to come up with new innovations to keep up. Some...
Editor’s Note: The following interview features a Greenbook Future List honoree, Kayte Hamilton. The Greenbook Future List recognizes leadership, prof...
Jobs to be done is a concept that has been used by marketing and innovation organizations for more than a few decades. Its focus is on identifying nee...
In today’s marketplace, many comparable products and services are often available, making it difficu...
The Challenge Helping people understand the difference between why consumers say things but don’t do them is an important part of the job for a resear...
People don’t always say what they think. If you want to better understand people, better predict behavior, and tell the story in the data in a compell...
When is the right time to establish a customer experience – or voice of customer – program for your company? I advocate for immediate action in this s...
A lot of businesses in the ResTech sector are great at tech. A lot of businesses in the sector are great at people. The issue is, I’d wager too few…
Many use the terms brand equity and brand health interchangeably; they shouldn’t. Brand equity refers to the size of a brand. A brand with high brand...
We, as humans, are making decisions every single day. While some are bigger than others, at each intersection we call upon all the information we have...
Omnichannel personalization helps anticipate consumer needs and expectations. It leads to optimally satisfying those needs no matter when, where, or h...
Insight experts across the industry are watching to discover what innovations arise in the next few years that will expand the reach, influence and ef...
These days, it seems like you can’t buy anything without getting some sort of survey right after the fact. Surveys are powerful tools for gathering in...
Demand for insights about customer experience is more urgent than ever. Whether it’s in-depth strategic research led by insights professionals or cust...
Tech can help us achieve consumer and customer centricity in insights.
Way back in the ancient days of the early 2000’s during the first wave of research technology growth several platforms emerged that combined quant met...
Comparing Gens Y & Z to help with your product development.
An interview with 2022 Future List honoree Gareth Bowden (FlexMR).
PepsiCo’s brand research on its Frito product.
An interview with 2022 Future List honoree Gracie McKinstry-Smith (Target).
An interview with 2022 Future List honoree Sumit Aneja (Voxco).
Why should marketers be using behaviorally enhanced surveys?
Six steps towards connecting your NPS data with financial returns.
Diagnosing and solving the question of customer defection.
Humanising survey research is key to improving survey results & data.
What is brand loyalty? What tactics do brands employ to solicit it?
We explore whether consumers can love brands, and, if so, how and why.
Rising acquisition costs have led to brands’ customer-centric approach.
The recent Spotify controversy created a window of opportunity.
The potential of digital humans to transform the survey experience.
A 2021 study reveals the value of unsolicited customer opinions.
Alchemer’s 2022 predictions emphasize the growing importance of CX.
Industry leaders’ MR predictions for the new year.
Bringing attitudinal and behavioral perspectives together for predictive power.
COVID’s impact on Consumer Insight and Experiential Marketing.
Respondent experience remains key to producing quality sample data.
New UX innovations are driving changes in the travel industry.
Applying the value chain approach to marketing communications.
Market research, customer experience, and advertising, meet Gen Z.
Talking COVID-19, Gen Z, TikTok, and the music industry.
Is customer-centricity being taken to an extreme?
Three ideas for beating survey fatigue.
How can a business structure itself effectively to drive growth?
Everything you need to know about Apple’s iOS 15 update.
Establish B Corp principles and apply them to ensure high standards.
How do we get market research back around the decision-making table?
Do consumers actually support social justice messaging in advertising?
Compare how consumers felt about the brand from their competition.
Customer purchase intent in completing online shopping sessions.
Should digital transformation constitute CX investment?
Driving customer success through memorable experiences.
Agile is a key lever for growth.
Listening to voice of customer and employee empowered Experian Health.
Success Framework challenges an organization to think about EX.
The use of principles from ABA ensures a better customer experience.
Postal has a place when conducting market research data collection.
Why your customer experience must align with your brand promises.
Insights success at the top children’s educational toy company.
Why your CX program should be informed by science for maximum ROI.
Why you really don’t want every customer to be completely satisfied.
Satisfaction and recommendation – should 2 KPIs be merged into 1?
Why you need to keep your offer contemporary to remain competitive.
Do your CX initiatives focus on these three core areas?
Capturing intensity improves the accuracy of experience types by at least 60%.
Building a CX program that works.
GRIT Future List honoree, Lance Worley explains why “we ‘should’ know everything our company knows.”
Customer effort is an important indicator of CX but emotion is often left out.
Why no organization should pursue being entirely ‘customer centric’.
Incorporating AI and ML technology can create a more conversational, less transactional online survey experience.
GRIT Future List honoree, Mark David Alvarez, tells us about his quest to champion digital research in a highly face-to-face research-centric market.
Communication designed only to elicit an emotion unaccompanied by reason to believe is inefficient and wasteful.
There are three reasons for emotion in advertising. Does the big emotional Christmas ad contribute to them?
Leverage customer support to gain customer loyalty.
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