14 results found
5 Steps to success: Voice of the Customer Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it […]
Concept Canvas: Five creative approaches for your online qualitative research community Online qualitative research communities are an excellent way to get closer to your customer’s everyday lives. It helps you uncover their motivations, behaviors, and emotions around why your brand, product and/or services are important and delve into their thoughts and feelings over an extended […]
The future is human The future is human This paper is for anyone leading or drivingCustomer Experience, Insights or Research efforts. Treat me like a human I am not your consumer, your user, your respondent. I am not the sum of my clicks, likes and shares. I am not my purchase history, my demographics, my […]
Giving Best Buy the instant insights to keep customers safe during the pandemic Tools used Covid-19 turned customer service on its head. With help from Forsta, Best Buy was one of the best in its industry at being fast and flexible to keep customers safe and satisfied. The challenge Fast-track pandemic problem solving When Covid-19 first hit, customer […]
