Keep up with all the latest happenings in the Voice of the Customer, Voice of the Employee and Market Research industries, learn lessons from the experts, and identify the best ways to use Confirmit.
Customer feedback. Call center records. Social media postings. CRM data. Financial and operational information. One thing that many Voice of the Customer programs don’t need is more data. In fact, most organizations are in danger of becoming ever more tangled up in the data they already have, as they struggle to understand the meaning of it all in order to drive business change and success.
Let’s face it, we’re in business to make a profit, right? In today’s competitive marketplace you need to be sure that every investment, be it in time or money, has a positive return. But, sometimes it seems that this is all easier said than done. For example, where can a Market Research firm hope to ‘find’ Return on Investment? How can they grow that ROI? And most of all, how can all this be measured?
The market research industry is changing rapidly, and it is more important than ever that we truly understand what the implications are for our business and profession. The Q3-Q4 2016 edition of the GRIT Report was created to help insights professionals like you better understand where the industry is heading so you can make the right decisions for your organization.
Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. While the Voice of the Customer delivers huge insights in to the customer experience, simply gathering feedback and making tactical changes just isn’t enough anymore. We need to drive viral, transformational change. And we need to start now.
“More insight.” “Less time.” “Give me answers now.”
Demands from Market Research clients become tougher every year. 2016 has been no different and there’s no sign that 2017 will be easier.
If a picture paints a thousand words, how many words does a video capture? As research and feedback professionals push the boundaries of data collection to deliver deeper, richer insights, video has come to the forefront of engaging with respondents. Whether you are focused on Market Research, Voice of the Customer or Voice of the Employee programs, the addition of video to get to the heart of your audience’s attitudes and opinions offers extraordinary potential.
Does your organization rely on common metrics like Net Promoter Score®, Overall Satisfaction, and Customer Effort Score to measure customer experience? Have you started incorporating the increasingly popular customer emotion into your measurement? Do you use different metrics for transactional and relationship measurement?
In an increasingly time-compressed and demanding Market Research environment, Market Researchers and CATI (Computer Assisted Telephone Interviewing) center managers must focus on keeping CATI projects on time and on budget to remain competitive. To achieve this, it’s vital to centralize data collection and automate the processes that enhance interviewer productivity.
There are more than 80 million millennials in the United States and they spend approximately $600 billion shopping each year. From these statistics alone, it is clear that millennial feedback is an imperative part of many research studies. Unfortunately, millennials are constantly on the move and are rarely willing to dedicate much time to answering surveys questions. For researchers conducting quantitative studies, millennials’ lack of engagement in the research process can be a major challenge.
What’s the Return on Investment (ROI) for a VoC program? Most of us know that collecting customer feedback and acting on it will result in an increase in customer satisfaction. But how do you prove that increased customer satisfaction brings increased profits?
Every business’ VoC nirvana is generating a true and measurable return on investment (ROI) from their VoC program. And, every VoC software and service vendor claims to be the “vendor that provides ROI”. But, which vendor can prove it? Confirmit can prove it!
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