152 results found
FORSTA HX SUPERHEROES Episode 02: Peter Fader | Wharton School of Business Tune in to this episode wherever you get your podcasts. If you found this episode insightful please like and subscribe. Apple Spotify YouTube The patterns behind the person: Why leaders need to know their best (and worst) customers In our 2nd episode, we […]
Content Understanding customer acquisition costs Avoiding the “buying revenue” trap Shifting from transactions to relationships Operational excellence as the foundation of brand promise Strategies to reduce CAC through operational excellence The power of resilience in customer acquisition Putting it all together to break the spend cycle Acquiring new customers shouldn’t feel like setting a match […]
Behavioral insights help you understand what customers do so you can make decisions about what the business should do. It’s that simple. Or it would be if it weren’t for the enormous complexity of behaviors and how they interact with each other. That’s why this discipline has become so important, especially since the exponential lift in digital interactions these past few years.
Using qualitative discussions to amplify your CX program Customer feedback is often described with scores, metrics and other numbers: Net Promoter Score, Customer Lifetime Value, Overall Satisfaction… Now these are important, and the science of Customer Experience is built on robust economics. It wouldn’t be sustainable otherwise. But the quantitative is only part of the […]
Digital diaries: Join your customer on their journey In the large toolbox of feedback techniques, the diary study holds prime position. Why? Because it’s the one technique that really lets you see the world as your customers see it. In the moment, in the right context, at the right time. Most other techniques rely on some level of recall, but diary studies record customers’ opinions and feelings […]
Explore the direct-to-consumer (DTC) retail model, discover its pros and cons, and learn about key trends and practical tips to navigate and succeed in the DTC landscape.
Content Breaking down customer delight The intrinsic link between CX and delight The framework you need to delight your customers The role of technology in delivering delight Is customer delight worth it? The feeling of delight holds immense importance in the often-elusive customer journey. We know that a delightful customer experience builds loyalty, strengthens relationships, […]
The digital leader’s guide to CX: An omnichannel strategy for better business outcomes The digital leader’s guide to CX: An omnichannel strategy for better business outcomes Download full eBook Seamless, Smart, Scalable CX for leaders The future of digital customer experience is here—and it’s more connected, intelligent, and actionable than ever. Digital leaders know the […]
Content What is zero-party data? Zero-party data vs first-party data: how do they differ? How to collect zero-party data How to pick the right zero-party data platform for your business Zero-party data cuts through the noise, putting the power in your customers’ hands—and yours. You’ve got mountains of data, but what’s actually helping you make […]
Helping B2B International join up the dots Tools used Survey designPanel managementGenius and computer assisted telephone interviewing How our software helped market research firm B2B International bring data from a range of sources together in one project base. The challenge Understanding trends with a small sample size B2B International was feeling the pressure. To understand […]
