InMoment XI
APRIL 5, 2024
Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. To be successful, you’ve got to watch out for inaccurate data such as sampling bias, framing bias, and most importantly, response bias. What is Response Bias? Response bias is our human tendency to self-report inaccurate (or even false) answers to survey questions.
Retently
APRIL 5, 2024
What sets an exceptional retail customer experience apart? It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations.
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Beyond Philosophy
APRIL 5, 2024
Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.
CSM Magazine
APRIL 5, 2024
In today’s dynamic digital environment where both quality and agility are critical, it is crucial to strike a balance between the two. Delivering high-quality products and services has become paramount for businesses to stay competitive. However, achieving this goal can be a daunting task, especially for organizations with limited resources and expertise.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
SaleMove
APRIL 5, 2024
Unlike older insurance agents who prefer to interact via phone and email, Glia research found younger agents show a strong preference for digital channels, led by chat. The post Research Finds Younger Insurance Agents Expect More Digital Channels appeared first on Glia Blog | Digital Customer Service Explained.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Middlesex Consulting
APRIL 5, 2024
Prospering in a VUCA world is Causing Industrial OEMs to Focus on the Aftermarket We are again living in uncertain times. The name for uncertain times is VUCA, which stands for Volatility, Uncertainty, Complexity, and Ambiguity. It describes constant, unpredictable change that is now the norm in many industries and areas of the business world. […] The post Prospering in a VUCA World Requires OEMs to Focus on the Aftermarket appeared first on Middlesex Consulting.
dscout People Nerds
APRIL 5, 2024
UX research often attracts idealists and dreamers. Jenn Kuhns breaks down how we can turn our greater hopes for the field into a concrete reality.
Middlesex Consulting
APRIL 5, 2024
We are again living in uncertain times. The name for uncertain times is VUCA, which stands for Volatility, Uncertainty, Complexity, and Ambiguity. It describes constant, unpredictable change that is now the norm in many industries and areas of the business world. Here is a partial list of the factors that are causing VUCA for industrial […] The post Now Is the Time for a B2B Industrial Company to Focus on the Aftermarket appeared first on Middlesex Consulting.
Brandwatch CX
APRIL 5, 2024
Want to know how to do a competitive analysis? We run through everything from identifying competitors to analyzing them in a range of areas.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
IntouchInsight
APRIL 5, 2024
Learn how to improve QSR guest experiences, store operations, employee training and franchise performance using Mystery Shopping data.
Strativity
APRIL 5, 2024
The post Unlocking the Power of GenAI in Your Organization appeared first on Material.
Forrester's Customer Insights
APRIL 5, 2024
Portfolio marketers have a broad role, from keeping up to date on market intelligence and developing go-to-market strategies and messages to launching offerings and training sellers.
Forrester's Customer Insights
APRIL 5, 2024
Supergroups are back! Boygenius have topped album charts worldwide and scooped up multiple grammy’s in the process for their debut album ‘The Record.’ The band featuring Julien Baker, Lucy Dacus and of course Phoebe Bridgers are a modern example of a supergroup, bringing successful musicians and artists together to create something completely new.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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