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Category: Customer Insights

Considering New Technologies in Designing the Mobile Experience

Posted in Analytics, Customer Experience, Customer Insights, Experience Design, Innovation, and mobile

A phenomenal amount of innovation is happening at the forefront of mobile engagement. From wrist bands to smart pills, we are seeing the use of…

Analytics to drive your Website’s Experience

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

In Nielsen Norman Group blog, Five Essential Analytics Reports for UX Strategists, Jennifer Cardello describes how analytics inform UX goals, strategies, and concepts. These are…

Customers Control Our Brand

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

According to the Corporate Executive Board, (CEB) almost 60% of the customers’ journey is complete before they reach out to vendors. Our customers’ journey starts way before…

Customer Centricity Driven by Next-Generation Analytics

Posted in Analytics, Customer Experience, and Customer Insights

In the FICO Insight whitepaper, When Is Big Data the Way to Customer Centricity? Next-generation analytic learning finds critical insights in an ocean of false…

It Doesn’t Pay to Delight a Customer

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

I recently heard Rick DeLisi, co-author of The Effortless Experience, give a Keynote: All of Your Customers are loyal Right Now. What about Tomorrow? Rick…

You Talk – We Listen – We Act: Transforming Net Promoter from a Survey to a Process

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

  I recently heard David Deal, Senior Director Marketing at CHEP, speak about their challenges, trials, and triumphs with developing and maintaining their Net Promoter…

Promoter-Driven Economy and the Next Decade of Innovation in Customer Experience

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

At Satmetrix’s 8th Annual Net Promoter Customer Experience Conference, Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with…

Avoid Survey Fatigue with more Effective Ways to Listen to Our Customer

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

People are tired of surveys! I’m tired of surveys. We are over-solicited with surveys – in store, bottom-of-receipts; online; via pop-ups or post-purchase emails; and,…

Four Factors of Net Promoter Score for Success in the New Subscription Economy

Posted in Analytics, Culture, Customer Experience, Customer Insights, UX and Analytics, and Voice of the Custostomer

Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote:…

Customer Experience and the Three Types of Net Promoter Adopters

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

I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends…

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