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Category: Customer Insights

How Do You Design Great Solutions for People?

Posted in Customer Experience, Customer Insights, Event, and Experience Design

We can only design great solutions for people when we have a deep and detailed knowledge of their needs. Each new generation of solutions improves…

Tailor Customer Insights to Prioritize Actions

Posted in Business Strategy, Customer Experience, Customer Insights, and Voice of the Custostomer

Just as we discussed how to chart satisfaction and value, you can do the same with tailoring your customer insights to prioritize actions. Somewhat like…

Word of Mouth Strategies and Tactics

Posted in Customer Experience, Customer Insights, and Voice of the Custostomer

Source: Modern Comments Customer Feedback Stats From Medipost’s Let’s Rethink How Advertising Works: “As far back as 1966 the phrase “word of mouth advertising” was…

Recent Study Shows How Much That Device Usage Varies by Generation

Posted in Analytics, and Customer Insights

MillwardBrown Digital conducted a digital survey via mobile or desktop devices that included 1018 US respondents ages 18 – 69 who own or have access…

Six Steps to Building a Customer Journey Map

Posted in Analytics, Brand, Customer Experience, and Customer Insights

Danny Peters is Customer Experience consultant at Conexperience, specializing in Customer Journey Mapping and Customer Experience Management. He posted 6 Steps to Build a Customer…

Cross-Channel Attributes and the Customers’ Journey

Posted in Analytics, Brand, Customer Experience, and Customer Insights

“Attribution helps brands track their marketing and media efforts more accurately and show how they impact the overall business.” Daniel Kehrer, VP Marketing at MarketShare, posted…

Learn, Anticipate and Simplify the Customer Experience across Channels with Predictive Analytics

Posted in Analytics, Customer Experience, Customer Insights, Experience Design, and Service Design

We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer…

Personas, Actors, and Roles

Posted in Brand, Customer Experience, Customer Insights, Design Thinking, Experience Design, and Service Design

Personas, actors, and roles have been around for a long time. In Greek theater, the persona referred to the “theatrical mask” – a role played…

Behavioral Data Insights Drive Personalized, Contextually Relevant Experiences

Posted in Analytics, Brand, Customer Experience, Customer Insights, Experience Design, and Voice of the Custostomer

Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation…

Context Brokering: The Secret to Personalized Brand Experiences

Posted in Analytics, Brand, Customer Experience, Customer Insights, Experience Design, and Voice of the Custostomer

From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies…

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