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Customer effort matters. That’s not new. However, in 2020, there’s added benefit in making customers’ lives easier and reducing risk. In the midst of a pandemic, simplifying online and offline customer experience is a great way to win business and brand loyalty. It’s simple: “Customer effort is the strongest driver…

At the moment, it looks like we'll be seeing some real live NFL action happening in the fall. With football happening, that also means fantasy football. For those who have never played fantasy football, here's a quick primer: Compete with a group of friends or colleagues by each drafting players…

Accumulation and analysis of data are key revenue drivers in modern times. It helps businesses create better customer and employee experiences. There's little doubt that digitally organized information can change the face of company operations. Anyone involved in the field inevitably comes up against quantitative and qualitative research usefulness, methods,…

Why care about CX? Customer experience (CX) refers to clients' overall experiences with your business or brand. CX is critical for business to grow. It has become one of the top differentiators in a highly competitive marketspace, especially for the direct consumer goods and service industries. Each interaction a client…

It may not seem like it, but employee satisfaction and engagement are crucial factors in employee retention. There are a multitude of reasons, but it's undeniable that without dedicated strategies to improve engagement and satisfaction for your employees, you may find employee churn increasing. It why it's important to leverage…

I've pretty much said everything I wanted to in that title, so let me keep it short. I'm human. So are you. When we connect with each other, neither of us are connecting from some perfect corporate ivory tower. (Which is great, because that sounds like a terrible place…

Customer journey mapping is the marketing activity that visually represents the customer or prospect experience, touchpoint by touchpoint, toward a buying action and beyond. The customer journey map becomes a blueprint for marketers to review customers' movements from start to finish, as they move in and out of online company…

Few event planners are organizing in-person events for their clients in the foreseeable future, thanks to our current global pandemic. While it feels like everything has come to a standstill, you have a few options for hosting events, but it depends on safety factors. Let’s look at what you must…

What is brand awareness, and why is it important? Good branding is the art of connecting an idea to a product name and getting droves of ready-to-spend customers to buy into it. Good examples are: Marriage + Diamonds = De Beers Curiosity + Search = Google Connection + Business =…

If there’s one thing everyone wants, it’s higher response rates. A few simple best practices will always make a difference -- shorter surveys, better audience awareness -- but technology can have a significant impact on engagement and response rates, too. Use survey logic options to avoid asking participants irrelevant…

Will Customer Effort Score Be the Next Best Predictor of Success?

Learning Leadership From Being A Fantasy Football Manager

Qualitative vs. Quantitative Research – Is it really a contest?

Customer Experience Quotes

Employee Satisfaction Survey Questions: Enhancing Retention in Competitive Business

WFHuman: Why Working From Home Makes Us More Real

What is Customer Journey Mapping?

Event-ually: The Future of Events

Why the Brand Awareness Survey is Becoming a Vital Tool in the Marketing Process

Focus Mode: Engagement, Participation, Results