Customer Experience

  • Conducting Stadium Experience Surveys: What Do Fans Really Want?

    There are many factors that contribute to a spectacular stadium experience. Good food, comfortable seating, clean bathrooms, and available parking to name a few. For fans, it's more than just the sport they are watching or the music act they are seeing that impacts their experience. Stadium experience surveys are an excellent tool to truly understand what specific factors drive attendance to a venue outside of the entertainment act. They can also provide insight into areas of satisfaction,

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  • Blog: Improving Customer Service: Tips for Winning Big with Customers

    Improving Customer Service: Tips for Winning Big with Customers

    It should go without saying, but if your business doesn't have excellent customer service, your business won't be open for long. Okay, maybe that's a little dramatic. But it's kind of true. Why? Because customer service is the foundation of your company. If you're not prioritizing improving customer service, then your retention rates will also suffer. And with repeat customers reportedly spending an average of 67% more than new customers, you're leaving a lot of money on the table. What's

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  • Blog: Measuring Your Bank or Credit Union's NPS

    Measuring Your Bank or Credit Union's NPS

    How likely are customers or members willing to recommend your financial institution? It's an extremely important question - but one that only a few banks or credit unions seek the answer to. Net promoter score (NPS) is a powerful tool used by many brands across industries to measure customer satisfaction and identify their happy clients and the not-so-happy ones. Undoubtedly, calculating NPS is beneficial for those in the financial sector as it quickly identifies areas that need improvement

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  • Blog: How to Analyze the Customer Journey

    How to Analyze the Customer Journey with Surveys

    Analyzing the customer journey is hugely important because it tells businesses how shoppers interact with their brand. This is why businesses need to prioritize the customer experience as a whole. Using secondary data, we can make accurate assumptions about this essential process. For instance, here are a few stats Google collected on online shopping behaviors: 87% of consumers said knowing they got a good deal is important when deciding which brand/retailer to purchase from 85% said produc

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  • Online Food Delivery: Using Data to Measure and Improve Customer Service Experience

    Online Food Delivery: Using Data to Measure and Improve Customer Service Experience

    Before COVID-19, many consumers never solely relied on online food delivery services, but more so used it as a luxury or out of convenience. However, as a result of more people needing to order delivery out of necessity and public safety,y man saw how convenient the process really was. Now, 60% of U.S. consumers order delivery or takeout once a week -- and 31% say they use these third-party delivery services at least twice a week (Upserve). Many restaurants and food delivery apps are left w

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  • blind testing market research syracuse

    What is Blind Testing in Market Research?

    Bias. The sheer uttering of the term sends chills down the spine of a market researcher. Blind testing in market research assures any type of bias in quantitative or qualitative studies is eliminated. In a market research project, everything must be done to identify the threat, eliminate the threatening bias, 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 intervie

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  • Blog: How to Create a Customer Journey Map to Improve Customer Experience (CX)

    How to Create a Customer Journey Map to Improve Customer Experience (CX)

    Not enough businesses take the time to audit the full customer experience for their products or services. Oftentimes, we make assumptions about customers, but we can’t truly understand their interactions with our organization without conducting some comprehensive market research. Customer journey mapping is the best way to document the thoughts, feelings, challenges, and successes throughout a customer process. These intricate studies typically require a multi-phase approach that seeks feedbac

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  • 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, a Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. The study found that 86% of buyers will pay more for better customer experience. 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 commo

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  • 4 Market Research Tips to Boost Online Sales During COVID-19

    4 Market Research Tips to Boost Online Sales During COVID-19

    As the times change, and more and more customers visit websites to purchase products and services, market research can set you up for success. It’s likely each day, each week, and each month your website is drawing more and more customers in for online sales as customers become more and more comfortable with making purchases from your website. In some cases, like COVID-19, consumers may not have any choice. When it comes to purchasing behavior, the more you know about the customer, the better c

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  • How to Use Market Research to Become a Disruptive Brand

    How to Use Market Research to Become a Disruptive Brand

    We live in a world where cars drive themselves, we can ask Alexa to turn the lights on, and packages magically appear on our doorsteps in two days or less. As consumers, we have started to expect more from the products and services we use each day. We’ve been given a taste of evolving technology combined with innovation and personalization, so now we seek out disruption from the brands we consume. Disruption is a way brands can meet customer needs, possibly even fixing a disconnect we didn’t e

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  • 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

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  • 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

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