Concept testing is a valuable step to identify perceptions, wants and needs associated with a product or service; it allows an investigation to take place to understand potential consumers’ reactions to a proposed product or service, before introducing it to market.
Listening to customers has never been more important. While there's no shortage of research proving the value of a differentiated CX, it can be challenging to prove the ROI. If you missed our recent webinar about this topic, don’t fear, these three key take aways below can help you get started in the right direction.
The brands that deliver an exceptional customer experience run a customer centric organisation with the customer in mind at every stage of the journey.
So how do we drive this ideal customer centric organisation?
For many years now Computer-Assisted Telephone Interviewing (CATI) has faced increased competition from methodologies that promise data back to clients faster, cheaper and more recently without humans involved at all.
It was hoped that Quick Response (QR) codes would become a dominant technology, not only as a method of calculating inventory, but as tool that could be exploited by the marketing and CX industry. After entering the market and subsequently falling out of favour, there could be life in QR codes after all. Why didn’t they take off in the first place? And what is different this time?
According to Forrester, 72% of businesses say that improving their customer experience is their top priority. Stakeholders and senior staff are becoming more and more aware of the importance of a great CX.
London, 1st October 2018: Chime’s Insight and Engagement Division (CIE), which includes Facts International and Opinion Leader, announced today that from 1st October it will consolidate and restructure its agencies, rebranding the division under its award-winning Customer Experience Consultancy – Watermelon Research.
Social media research and insight is a powerful tool for companies in this day and age. The reach of social media and the speed at which feedback can be collected means that any brand that does not incorporate social media into their customer feedback programme is missing out on valuable insight.
To close the loop simply means to respond to customer feedback directly – often to try to resolve an issue or respond to a complaint. Traditionally, customer satisfaction surveys have focused on only collecting customer feedback. But times have changed, and many customers now expect that if they have taken the time to provide feedback that they will receive a response, especially when they highlight a problem.
Many business leaders look to use Customer Experience (CX) programmes to strategically improve operations - surveys and studies indicate that companies are investing more today than ever before on customer service and customer experience. But why are CX programmes failing, and what can business leaders like yourself do about it?
“Listening to customers can identify opportunities, avoid mistakes and positively impact word of mouth...”
Mark Squires, Chief Executive - Watermelon
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