What is Voice of the Customer (VoC)? Annoyed about yet another survey in your inbox? Do you wonder if anyone is really listening? Customer surveys are a vital part of Voice of the Customer (VoC) programs so it’s not a waste of time. Whoever’s sending those surveys to you, they are listening! Well, most of them are. VoC programs helps organizations listen to and engage with their customers so they can respond to their […]
Forsta, an industry-leading global provider of market research and customer experience (CX) technology, today announced the launch of its Digital Diaries mobile ethnography app, designed to obtain actionable, qualitative insights at scale.
The Net Promoter Score, or NPS®, enables organizations to get a clear view of the health of their customers’ loyalty. Used widely across the globe, Net Promoter Score has become a key metric in customer engagement since its launch in 2003. It offers a model that links customer loyalty to financial KPI’s and profitable growth.
When was the last time you were thrilled – or frankly annoyed – as a customer? Well, that’s what customer experience (CX) is: the overall perception that customers have towards a brand based on the cumulative effect of all the interactions (positive or negative) they’ve had with this brand.
Top 8 benefits of customer retention What is customer retention? Customer retention is what organizations do to stop customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than […]
In this Forsta Customer Spotlight, we profile Brian Adler, Senior Manager of Knowledge and Insights for Ayr Wellness – a leading player in the US medical and emerging recreational cannabis markets.
The Human Experience of urban mobility Navigating the 21st century urban jungle How do people want to get around in modern cities? It seems like a simple question. But for urban planners, transport providers and automakers, the answers are complex. To understand why, start with the incredible growth that cities are experiencing. Since 2007, over […]
Unleash the power of the spoken word Our modern lives are encoded in data. We spend hours on our phones, in virtual meetings, on social media and much more. This unprecedented creation and demand for human-centered data is driving a shift in Experience and Research industries. A shift from passive feedback to active conversations. A […]
Sharing our 2022 predictions for CX professionals Forsta hosted a webinar with guest speaker Judy Weader, Senior Analyst at Forrester, and our very own Chris Brown, VP of CX Consulting, covering top predictions for 2022. We’ve outlined these predictions below, but the full webinar is also available on-demand including more detailed examples of how CX leaders are […]
Size up your Customer Experience Ever wondered how you measure up against your competitors? Or against the very best organizations in any industry? Where would you even start? Fret no more – we’ve got you covered. We’re proud to introduce you to HX Benchmarks, a tailored benchmarking service developed jointly by Forsta and one of […]
