Forrester's Customer Insights

SEPTEMBER 3, 2023

In the AI age, reliance on data for insights is table stakes.

Insights 53

Insights Technology Marketing Customer Centricity 53

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty. Yet, Airbnb’s Net Promoter survey is not just another routine questionnaire; it serves as a beacon in an evolving market.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78

Forrester's Customer Insights

SEPTEMBER 3, 2023

Many of the signals we normally use to plan for the coming year are pointing in ambiguous, counterintuitive, or contradictory directions. But submitting to excessive caution would be a mistake.

2024 53

2024 B2B Marketing Customers 53

Comm100

SEPTEMBER 3, 2023

In today’s customer service and support world, expectations are high. Whether demanding faster responses, more personalization, or greater convenience – customers expect a lot when they communicate with brands, and almost all of them think that they’re falling short. 99% of customers believe companies need to improve their service & support. To meet these expectations, companies must achieve human-bot harmony – the perfect blend of human agent support and automation across every interaction,

Engagement 40

Engagement 2030 Social Media 2023 40

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience