Customer Experience

  • 3 Reasons Every Company Should Have a Customer Experience Program in Place

    3 Reasons Every Company Should Have a Customer Experience Program in Place

    More and more companies are developing formal customer experience (CX) programs to help provide their organization with strategic insights they need to expand their book of business. Before we get into why your company should have a formal CX program in place, let’s quickly discuss the what. What is customer experience market research? CX research measures a customer’s journey through multiple touchpoints. It is more than measuring a single transaction or relationship. A customer experience p

    Read More

  • gather more effective customer insights | man and woman with percentage signs

    5 Tips for Gathering More Effective Customer Insights to Drive Marketing Strategies

    Market research is an important tool when it comes to understanding your customers better. By using market research methods, businesses can capture customer insights and understand their consumers’ ever changing opinions and emotions. Customer insight research is beneficial to companies in developing their communication and marketing strategies. By conducting customer insight research, your business will be able to better meet your customers' wants and needs, which forge positive relationships

    Read More

  • consumer-loyalty-survey-market-research-06262019

    Consumer Loyalty Survey | How to Measure Consumer Loyalty

    It is anyone's best guess where consumers' loyalties lie. However, a consumer loyalty survey uses data and facts to help a company or brand reduce the unknown and identify key drivers in measuring returning customers. It is not as easy as a consumer using your product one-time for he or she to indefinitely fall in love and never switch to a competitor. There are multiple emotional, psychological, and social factors in which encourage recurring usage of a product for consumers. So what is reall

    Read More

  • customer-experience-strategy-market-research-05022019

    3 Ways to Create a Customer Experience Strategy

    A customer who has a positive experience with a business is more likely to become a repeat and loyal customer. In fact, research by American Express found 60% of customers are willing to pay more for a better experience. Groundbreaking, I know. While this is likely not news to you, understanding a consumer’s buying pattern and creating an effective customer experience strategy around this behavior is a common challenge facing businesses today. By utilizing different market research methodologi

    Read More

  • market-research-trends-03272019

    3 Market Research Trends in 2019

    Another year over, a new one just begun. Sing it, Lennon! We're three months into the new year and have already noticed major trends in market research and how they will impact the industry. It is important to embrace these changes to encourage greater user and customer experience alike. The more you can utilize these trends, the better. Keep up with the latest trends in market research to ensure you are meeting the demands of current and potential customers. 1. Relevant and shareable con

    Read More

  • How to Measure Your Customer Experience CX in 5 Easy Steps

    How to Measure Your Customer Experience (CX) in 5 Easy Steps

    When it comes to customer experience (CX) measurement, here's where most CX market research companies get it wrong. CX implies long-term. Measuring CX is not a one-and-done survey. It's not a yearly customer loyalty survey. It's not a short survey after a sale takes place. It's a combination of all of these. CX implies measuring your customers' journeys across several touchpoints and making improvements to each in a continual program. CX is much broader and long-term. Market research doesn't ha

    Read More

  • customer experience market research ny

    What is Customer Experience (CX) Market Research? | Company in NY

    Customer Experience or CX has become a hot button topic in market research over the past 5 years. Some market research companies interchange the term with just plain market research but the foundation of CX is different from ad-hoc market research. CX implies an experience, not a single transaction, single relationship, or single survey. The goal of CX is to map out a customer journey and understand a multitude of touchpoints that impact motivations, loyalty, and engagement. CX is not 2 focus g

    Read More

  • customer touchpoints business feedback cx firm

    Which Customer Touchpoints Should a Business Gather Feedback for? | CX Firm

    So many people to survey so little time. So is the case with customer experience (CX) market research. CX teaches us that surveying and learning from customers is not about one single survey but rather a combination of surveys which total up to a full picture of a customer journey. The customer journey and CX is made up of a number of customer touchpoints. What is a Customer Touchpoint? A customer touchpoint is defined as any experience where your company interacts with a customer or pot

    Read More

  • blind testing market research syracuse

    What is Blind Testing in Market Research? | Customer Experience (CX) Syracuse

    Bias. The sheer uttering of the term sends chills down the spine of a market researcher. Everything possible must be done in a market research project to identify it, eliminate the threat, and use precaution to prevent the threat from happening again. Purity in market research is essential. Any knowing or unknowing bias built into a focus group, survey, or in-depth interview (IDI) could significantly skew the results. Outcomes of survey documents which incur bias. Never to be seen again. W

    Read More

  • credit union market research

    Member Experience (MX) Market Research for Credit Unions

    If you work at a credit union, I think you'll agree when you hear the term member experience (MX) research you're not exactly sure what's involved. It turns out there a number of different market research options that fall under the member experience (MX) umbrella at credit unions. In this post, Drive Research, a member experience market research company for credit unions will discuss 3 different options you can pursue as part of your MX program. Why does all of this matter? Credit unions

    Read More

  • bank credit union market research tips

    6 Customer Experience (CX) Trends to Drive Your Bank and Credit Union Strategy

    One of the industries which have been a particular focus of ours in market research is the financial sector. These marketing research projects with banks and credit unions include employee focus groups, B2C and B2B customer satisfaction surveys, mystery shopping, image and awareness surveys, CX channel research, and other ad-hoc projects. Several key themes have emerged which have stood the test of time. A few are more actionable than others, but all carry a significant impact on marketing and o

    Read More

  • customer experience cs trends to watch next year

    6 Customer Experience (CX) Trends to Watch Next Year

    With the New Year upon us, I wanted to take a few minutes to recap some customer experience (CX) trends to watch next year. CX, UX, and VoC is still an evolving profession stemming from the larger market research umbrella. As organizations learn the value, impact, and strategic implications of CX, it will undoubtedly grow in popularity and in investment. "No matter what your job entails, never lose sight of how the customer perceives your business and what the customer wants. CX needs to be ing

    Read More