Is VES the best measure of future customer loyalty?
In the battle for customer hearts and minds, reliable metrics are critical. The Value Enhancement Score (VES) is a rising star, touted as a more nuanced predictor of customer loyalty …
Category: Customer Insights and Data
In today’s data-driven world, understanding your customers is more critical than ever. Customer insights and data provide the foundation for making informed decisions, personalising experiences, and driving business growth. By effectively gathering, analysing, and using customer insights, businesses can gain a competitive advantage, build stronger customer relationships, and drive sustainable growth.
In the digital age, where data reigns supreme, a profound understanding of your customer base has transcended mere importance; it’s become an absolute necessity for survival and success. Customer insights, derived from meticulous data collection and analysis, serve as the bedrock upon which informed strategic decisions are made. They illuminate the path towards personalized experiences, transforming generic interactions into tailored engagements that resonate deeply with individual customers.
This data-driven approach extends far beyond simply knowing customer demographics. It encompasses understanding their behaviors, preferences, pain points, and aspirations. By effectively gathering, analyzing, and strategically deploying these insights, businesses can unlock a treasure trove of opportunities. They can anticipate customer needs, proactively address potential issues, and craft targeted marketing campaigns that yield exceptional results.
Voice of the Customer – The latest Innovations shaping business success
Over the years, VoC (Voice-of-the-Customer) methodologies have undergone a remarkable transformation, evolving from traditional surveys to dynamic, multi/omni-channel programs powered by cutting-edge technologies. VoC programs have become critical for understanding …
Harnessing the power of micro-moments
In an era defined by fast-paced living and the omnipresence of smartphones, our lives have become a series of micro-moments. These fleeting instances, where people turn to their mobile devices …
Why linking VoC with VoE can be a game-changer!
Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this …
Put personalisation at the heart of customer experience
In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide …
How a CDP can help a business improve data privacy
In an era of rampant data breaches and privacy scandals, it’s little wonder that consumers are growing increasingly wary of the way their personal information is being collected and used. …
Using big data to uncover the invisible
For many Australian businesses, harnessing data is the key to anticipating customer needs and market shifts, uncovering hidden trends and having the intelligence to know when to develop new products …
Understanding customers as individual humans. Interview with Alex Genov from Zappos
Zappos.com is an American online shoe and clothing retailer owned by Amazon. Zappos employs over 1500 people and generates over $US 2 billion in revenue per annum. Alex Genov is …
Overcoming the barriers to understanding the customer journey
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the …
Customers expect a connected journey
Customers use a variety of channels to interact with organisations to purchase the goods and services they want. They expect their experience when dealing with a brand to be seamless …