Using Customer Insights to Focus Employee Improvement Efforts
Using Customer Insights to Focus Employee Improvement Efforts
For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe. The topic rises to the top of the C-Suite agenda during time…
Test Before You Commit: How Eye-Tracking Research Can Help You Improve Your Retail Customer Experience
Test Before You Commit: How Eye-Tracking Research Can Help You Improve Your Retail Customer Experience
Over $600 Billion is spent on advertising every year – much of it in retail promotions – to influence shopper behavior. But there is surprisingly little research and understanding about how the various elements of the retail shopping exper…
Connecting Research to Results #4 – Where is Your Brand Loyalty Leaking from Your Customer Experience?
Connecting Research to Results #4 – Where is Your Brand Loyalty Leaking from Your Customer Experience?
With over $600 Billion spent on advertising to create brand awareness, drive prospect conversion and build customer loyalty, surprisingly few companies track the brand loyalty throughout their customer’s experience with them to learn where …
Connecting Research to Results #3 – Where is Your Customer Retention Leaking? And How Do You Fix it?
Connecting Research to Results #3 – Where is Your Customer Retention Leaking? And How Do You Fix it?
Companies spend over $1 Billion every year to retain the customers they have acquired. A few companies understand the key logical and emotional drivers of customer loss or measure the impact of their efforts beyond basic VoC statistical anal…
6 Emotional Drivers in the Retail Shopping Journey
6 Emotional Drivers in the Retail Shopping Journey
Our wish every New Year’s is that retailers take the time to focus on the emotional journey that shoppers take and deliver an experience that makes the shopping trip productive, eventful and referral-worthy.
Unfortunately, many retailers end Q4 struggling with seasonal promotions, lack of t…
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