Customer Experience

  • Blog: What is Transactional Net Promoter Score & Why It’s Important

    What is Transactional Net Promoter Score & Why It’s Important

    The Transactional Net Promoter Score (tNPS) is a variation of the traditional Net Promoter Score (NPS) used to measure customer satisfaction and loyalty. While the traditional NPS typically gauges overall customer loyalty based on responses to a single survey question ("How likely are you to recommend our product/service to a friend or colleague?"), tNPS focuses on specific transactions or interactions between a customer and a business. Keep reading as we discuss how to calculate tNPS, examp

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  • How To Segment Your B2B Customers

    Segmenting B2B customers allows businesses to understand who their audience is. When businesses know exactly who their customers are, they can easily improve marketing and engagement strategies. Segmenting customers is just that - grouping customers together based on certain characteristics from demographic information to industry data. It's recommended to run this research frequently or semi-frequently based on the type of business. What Is B2B Market Segmentation? Market segmentation r

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  • How to Create the Best B2B Customer Journey Map

    Crafting a B2B customer journey map highlights the interactions between one business with another from beginning to end. Measuring these trends and details allows businesses to see what makes other businesses choose to work with them. Think of it as an outline to better understand and improve upon current customer experience strategies in place. What is a B2B Customer Journey Map? A customer journey map in the B2B space is a visual representation of touchpoints and interactions between b

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  • Blog: Improving customer experience

    11 Best Ways To Improve Customer Experience & Why It Matters

    Improving customer experience is the most important move you can make for your brand. That’s because customer experience strategies come with many benefits, including improved customer retention, increased customer acquisition, and better online reviews and testimonials. Since customers are the foundation of all companies, their needs must be made a priority. All too often, brands overlook the needs of their buyers, leaving them unhappy and ready to switch to a competitor. By working to imp

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  • Blog: Customer Experience Trends to Expect in 2024

    Customer Experience Trends to Expect in 2024

    As businesses shift into preparing for 2024, management teams need to prioritize one key aspect of their brand: the customer experience (CX). The realm of customer experience continues to undergo transformative shifts driven by technological advancements, changing consumer behaviors, and the pursuit of more personalized interactions. To better help businesses prepare, our customer experience company chatted with a few experts in the field to get their opinions on what customer experience tre

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  • Blog: What is Customer Engagement?

    What is Customer Engagement? [From Market Research Experts]

    Customer engagement is the ongoing interaction and relationship-building between a business and its customers, characterized by personalized communication, exceptional service, and efforts to provide value beyond transactions. Brands that place importance on the shopping experience of their customers will almost always see high levels of customer engagement. In this blog post, our market research company dives into what customer engagement is, how to measure it, and the importance of improvi

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  • Blog: Banking Customer Retention Strategies That Work in 2023

    Banking Customer Retention Strategies to Implement in 2024

    Customer retention is the backbone of a successful banking institution. That's because, in an ever-evolving financial landscape, banks must prioritize retaining their existing customers to foster long-term profitability and growth. While attracting new customers is essential, it is equally vital to nurture and retain the relationships with the ones already in the fold. This blog post delves into powerful banking customer retention strategies to implement in 2024. They are proven tactics that

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  • Blog: What Are Customer Experience (CX) Insights? [& How Do I Use Them]

    Explaining Customer Experience Insights [& How to Use Them]

    Customer experience isn't just a buzzword; it's the lifeblood of businesses striving for sustainable growth and customer loyalty. Therefore, collecting customer experience insights to drive business decisions is incredibly important. In this blog, we'll explore the multifaceted world of CX insights, from deciphering customer sentiments to identifying pain points and implementing strategies that resonate with your audience. We’ll also dive into the methodologies that help collect customer feedb

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  • 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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