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February 22 2017

Click on today's date for your daily dose of expert guidance! Be sure to check back each day this month for new and exciting content!

 

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What's it Like to Work with Confirmit

Hear what Paula McKillen from RS Components has to say about their partnership with Confirmit.


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The Engine of Market Research

Confirmit is the Engine of Market Research, powering all aspects of the market research process from multi-mode survey creation and deployment to panel management, data collection, data processing, online reporting, analysis, and alerting. Confirmit Horizons boosts your efficiency, allowing you to complete more projects, quickly while improving the quality and accuracy of your results. Confirmit future-proofs your business and provides a truly measurable Return on Investment.

2016 ACE Awards Winners’ Showcase

The Confirmit ACE Awards program celebrates outstanding achievement in Voice of the Customer and customer experience. The case studies featured in our ACE Award Winners’ Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

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Infographic: The Engine of MR

Download this infographic to learn the 5 steps to help you maximize Market Research Technology's Return on Investment.

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TEI Video

Every business’ VoC nirvana is generating a true and measurable return on investment (ROI) from their VoC program. We worked with Forrester Consulting to analyze the total economic impact that Confirmit has on its customers and the results were thrilling!

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Factsheet: Panel Management

The ability to build and maintain a high-quality panel is a critical component for Market Research firms and many Voice of the Customer programs. Confirmit’s panel solutions are designed to support your business priorities and maximize your return on investment.  Download this factsheet to learn more. 

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Tip

Align your VoC program with your company’s overall business goals. Establish clear objectives and success criteria for your VoC program based on your business goals. Be sure to design a program that will deliver both tactical and strategic benefits.

 

Tip

Consider leveraging new types of engaging and fun survey styles. Put yourself in your respondents’ shoes. Think about the layout. How can you make it more enjoyable for them? Wherever possible, use piping of previous answers to make the survey more engaging.

 

Tip

Plan for the future of your VoC program now. Most VoC programs start out small. Over time, however, you should expect that your program will mature and grow. What will your grownup VoC program look like? Plan ahead so you will be prepared when the time comes to scale your program to satisfy ever-evolving company goals.

 

Tip

Choose top-of-the-line panel management and sampling software. The ability to build and maintain a high-quality panel is a critical component for Market Research firms and many Voice of the Customer programs. The technology you choose to support your panel and sampling needs must support efficient development and maintenance of high-quality panels with powerful, yet easy-to-use sampling features that facilitate the rapid response your clients demand.

 

Webinar: Show us the Money: A Business Case for CX Initiatives

In this webinar, Sarah Simon, Director, Customer Success, Confirmit and Kathi Gurin, CX Strategy & Solutions Consultant, Sage Consulting, Inc.

  • Described a 4-Step Process for developing a business case for CX initiatives
  • Showed you an example of the process using an interactive business case tool to illustrate key CX impact drivers and the resulting cash flows and ROI for your business
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Factsheet: Survey Designer

With Confirmit Survey Designer, you can leverage a huge range of features to increase response rates, including dozens of innovative question types, multimedia clips, and a powerful array of feedback methods, all designed in anelegant, easy-to-use authoring system. Download this factsheet to learn more.

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Voices Infographic

Download this infographic to learn the 5 steps to help you implement and maintain a successful Voice of the Customer program.

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Webinar: Top Tips to Minimize Survey Fatigue

In this short webinar, Miguel Ramos, Subject Matter Expert, Confirmit, shared top tips to consider when designing an engaging survey. Miguel talked about the following topics:

  • Best practices for survey invitations and reminders
  • Preloading of data to streamline the respondent experience
  • Question types to avoid and those to perfect
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Benchmarking Success

To help you develop the most successful VoC program possible, Confirmit and MyCustomer joined forces to conduct research that will serve as a benchmark for VoC program planning and implementation. This infographic summarizes some of the key findings.

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Ebook - New Frontiers in Market Research: Data Collection

Only 37% of Market Research buyers (corporations) expect research spending to increase. When questioned about the expectation for decreased or stagnant MR spending, some corporations stated that many traditional research companies aren’t adapting to the changing landscape of industry, business, and technology. In this report, we will explore some exciting new technology that will help you stay on the cutting edge of innovation.

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7 Secrets to VoC Success

As customer experience practitioners, we need to know the secrets that will unlock our program’s potential and secure its future success. In this whitepaper we provide 7 steps towards that vision. Built into a clear model for your Voice of the Customer program, these will set you on the path to VoC enlightenment.

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CATI Ebook

Technology is at the heart of CATI operations. It facilitates your staff’s workflows, helps you deliver on the promises you’ve made to clients, and drives management decisions. Subpar system performance and technical limitations can have dire consequences for your business. This workbook will guide you through the process of assessing your current CATI technology and provide best practice advice on steps you can take to drive your CATI operations to the next level.

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Webinar: Voice of the Customer: Five Secrets to Drive Customer Loyalty & Advocacy

In this webinar, Omer Minkara, Research Director, Contact Center & Customer Experience Management, Aberdeen Group, and Stacey Nevel, Principal Consultant, Customer Success, Confirmit, discussed:

  • The current state of the market in VoC programs
  • The price of an ineffective VoC program
  • How the Best-in-Class are getting ready for the future
  • The impact of VoC on omni-channel programs
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Factsheet: CAPI

Confirmit CAPI (Computer Assisted Personal Interviewing) is designed for face-to-face or field interviewing. It is a module of Confirmit Horizons, an end-to-end solution that enables you to manage every step of the survey lifecycle, from multi-channel survey creation and deployment to panel management, data processing, online reporting, analysis, and alerting. Download this factsheet to learn more.

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Tip

Get help from a VoC expert. Implementing a truly successful VoC program can be challenging. Don’t risk failure by trying to do it alone. Partner with highly trained and experienced experts to guide you through the process. They can help you achieve the results your company needs from a VoC program.

 

Tip

Remember the importance of mobile. With 61% adults worldwide carrying at least one mobile device, mobile is no longer an option in market research! Mobile is not only a matter of respondent convenience, it is a disruptive industry force. Advancements in mobile technology have created tremendous opportunities for gathering in-the-moment feedback.

Tip

Choose the right technology to support your VoC efforts. Choose a flexible, scalable, reliable, and stable software solution that can accommodate omni-channel data collection, analysis, and reporting. Look for a one-stop, feature-rich solution to gain maximum value and insight from all your feedback and research projects.

Tip

Collect consumer feedback in-the-moment. With location triggered surveys for mobile, you can easily capture customer location data through geo-fencing and/or using the more precise Beacon technology. The data you collect can be analyzed alongside other rich sources of customer data and used to automatically initiate the appropriate next step. With this technology, you gain insight into key customer behaviors, such as the path to purchase, or non-purchase, and you can selectively trigger in-the-moment actions, such as requesting customer feedback.

 

B2B eBook

We've worked with top business-to-business (B2B) organizations all over the world to identify VoC best practices. In this ebook, we’ll provide B2B best practice tips and case studies that show you how our feedback programs can break down silos and drive business growth.

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Factsheet: AskMe

Getting maximum participation in your surveys is harder than ever. Confirmit AskMe™ streamlines the process of completing surveys. Regardless of whether they have good, patchy or no internet connection at all, your survey responses won’t be lost – even if they contain multimedia information like photos or videos. Download this factsheet to learn more.

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Confirmit Contact Center Whitepaper

The contact center is the face of your organization, and potentially a powerful source of strategic value. In this white paper, we focus on role that the Voice of the Customer (VoC) plays in enabling continuous communication from your contact center to the rest of the organization.

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Factsheet: Location and Beacon Triggered Surveys

Understanding the behavior, needs, and wants of your customers is the key to business success. Unfortunately, it’s just not practical to manually observe large numbers of customers to identify behavior and seek meaningful feedback. Read this factsheet to learn how you can leverage mobile beacon and location triggered surveys to capture in-the-moment feedback.

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Webinar: Unlocking Insights with Text Analytics

In this webinar, Jason Bryce, Subject Matter Expert, Confirmit, & Lauren Azulay, Senior Product Manager, Confirmit discussed the following topics:

  • What is text analytics and what can you expect from implementing a text analytics program?
  • What are the key benefits of applying text analytics?
  • Recommended practices to achieve success
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Webinar: Unlocking Insights with Text Analytics

In this webinar, Jason Bryce, Subject Matter Expert, Confirmit, & Lauren Azulay, Senior Product Manager, Confirmit discussed the following topics:

  • What is text analytics and what can you expect from implementing a text analytics program?
  • What are the key benefits of applying text analytics?
  • Recommended practices to achieve success
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Text Analytics Whitepaper

In this white paper, we’ll look at how customer experience programs can be enhanced by integrating the true Voice of the Customer through the inclusion of free-form data, categorized by the latest text analytics technology which has brought the elusive single view of the customer firmly within reach.

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Text Analytics Whitepaper

In this white paper, we’ll look at how Market Research programs can be enhanced by integrating the true Voice of the Consumer through the inclusion of free-form data, categorized by the latest text analytics technology which has brought the elusive single view of the consumer firmly within reach.

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Webinar: get emotional with CX

In this webinar, you'll hear from Bruce Temkin, Customer Experience Transformist & Managing Partner at Temkin Group, and Stacey Nevel, Director, Voice of the Customer Consulting at Confirmit, and learn about best practices for infusing emotion into your organization's efforts including:

  • How to leverage mobile to collect in-the-moment feedback, while emotions are still fresh in the customer's mind
  • The value of collecting unsolicited feedback to measure both customer and the broader market's emotions surrounding your brand, products, and/or services
  • Which metrics are best designed to measure customers' emotional perceptions
  • Simple steps to add emotion and sentiment measurement into your existing feedback program
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Confirmit's Comprehensive MR Solution

In an effort to successfully compete in this challenging environment, research firms are increasingly forced to employ a variety of individual applications to facilitate their workflow (panel, surveys, reporting) and accommodate a wide variety of data collection channels (CAPI, CATI, mobile, social, etc.). Unfortunately, these disparate systems are taking a tremendous toll on your organizations productivity and bottom line. In this factsheet, we'll show you how Confirmit can help you overcome these challenges.

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Tip

Let your customers “speak” freely. There is a lot of value in allowing a customer to go “off script” with open-ended questions and unstructured text answers. You may discover new product ideas or uncover previously hidden problems. A text analytics solution can automate the analysis of customers’ text responses, categorizing text and determining their sentiment. This automation can save you hours of effort while providing extremely valuable insights.

 

Tip

Don't think surveys are the end all.By moving beyond survey results and adding other business data such as call centre interactions, social media, and past-purchase information, you can generate new insights and suggest tactical and strategic actions to drive business performance improvements for your customers.

 

Tip

Collect data at every touchpoint to build a holistic picture of your customers’ experience.To really understand your customer, you must have a complete view of all of their interactions with your company. It is important to provide your customers with an opportunity to provide feedback at every touchpoint.

 

Tip

Reporting and data visualizations matter!No matter how solid your methodology might be, your clients will judge a book by its cover! Reporting and data visualization are ripe for disruption! Imagine giving your customers access to fully automated real-time reports and visualizations in a portal created for that client. To get to this level, your researchers and your designers need to collaborate using a tool specifically designed for market research. One that is able to accommodate advanced analysis techniques and display data in easy to understand dashboards, reports, and custom visualizations.

 

Analyst Insight: The Path to Building an Integrated VoC Program

Research by Aberdeen Group reveals an integrated Voice of the Customer (VoC,) program is a necessity, not an option. Companies operating such programs enjoy a significant strategic advantage. The report entitled “The Path to Building an Integrated VoC Program,” reveals the processes, practices and technologies that support customer-centric results that drive improved business outcomes. Click below to gain access to the complete report.

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Infographic: Tips of Leading Disruption in MR

63% of market researchers believe that the MR industry will be impacted by more disruption in the coming years. Now is the time for you to decide whether your firm will be the disrupter or the disrupted. Technology has opened the door to myriad possibilities that can help you be the disrupter!

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Breaking Down Feedback Silos

The clash between a company’s need for feedback and declining survey response rates generally leads to an even larger problem: feedback silos. Feedback silos emerge as different departments within a single organization try to “fill the feedback gap” conducting more, often redundant, surveys that apply only to their areas of interest. Check out this factsheet to learn how you can eliminate these troublesome feedback silos in your company.

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Case Study: rc - research & consulting GmbH

Delivering comprehensive, action-orientated and transparent research programs is at the heart of rc - research & consulting GmbH’s approach to business. Since its foundation in 2002, the company has quickly established itself as a trusted advisor for research-led programs at a national and global level. Read the case study to see how rc - research & consulting GmbH leverage Confirmit's technology to support their business objectives.

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SmartHub Infographic

Organizations data silos often stand in the way of effective business decisionmaking. This infographic shows you how Confirmit can help you overvcome these data silos and aggregate customer feedback to drive customer centric strategic decisionmaking.

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SmartHub Infographic

Organizations data silos often stand in the way of effective business decisionmaking. This infographic shows you how Confirmit can help you overvcome these data silos and aggregate customer feedback to drive customer centric strategic decisionmaking.

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Tip

Take action on customer, employee, and market feedback quickly. A VoC program is only valuable if you take action to improve the customer experience. At a tactical level, you must quickly respond to dissatisfied customers, but it doesn’t stop there. Be sure that you are resolving key drivers of dissatisfaction at a strategic level, too.

Tip

Centralize data collection and automate the processes that enhance your productivity. In an increasingly time-compressed and demanding Market Research environment, Market Researchers must focus on keeping  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 your company's productivity. 

Metrics Guide Infographic

Choosing the right metrics against which you can measure the success of your VoC program can be a big challenge. Many questions arise and some people get stuck trying to define details like: Should the metric question be at the beginning or the end of the survey? What measurement scale should I use? Unfortunately, these questions can be so overwhelming that some Voice of the Customer (VoC) programs suffer from analysis paralysis and then simply wither and die. To make sure that doesn’t happen to you, we’ve prepared this VoC Metrics Guide infographic to help you understand the options. We’ve also included a couple of powerful tips to help ensure you are focused on what really matters!

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Webinar: How to Make the Most of IoT (Internet of Things) Insights

In this webinar, guest speaker, Thomas Husson, Vice President and Principal Analyst, Forrester Research, Inc. and Miguel Ramos, Subject Matter Expert of Mobile and Action Solutions at Confirmit answered the following questions:

  • What is the state of the Internet of Things (IoT) and how will it evolve in the coming years?
  • How can research companies help their clients make the most of new insights derived from smart objects?
  • What are the best practices of incorporating IoT insights into your research programs?
  • What are some current examples of market researchers who have harnessed the value of incorporating IoT insights to research?
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Tip

Break down data silos that negatively impact your customer experience. Collect, aggregate, and analyze customer, employee, research data, alongside contextual data from your internal business systems – such as financial or CRM systems. Organize all this information into a single, smart hub that facilitates advanced analysis and holistic reporting across ALL your customer data.

Tip

Maximize your staff's productivity and the effectiveness of your research leveraging a single system for all your research needs. In an effort to successfully compete in this challenging environment, research firms are increasingly forced to employ a variety of individual applications to facilitate their workflow (panel, surveys, reporting) and accommodate a wide variety of data collection channels (CAPI, CATI, mobile, social, etc.). Unfortunately, these disparate systems are taking a tremendous toll on your organizations productivity and bottom line. Choose a technology that supports the entire survey project lifecycle, from panel management and sampling to reporting and data visualization and all the analysis in between.

 

Tip

Choose KPI metrics that provide the right information for your unique business needs. When it comes to metrics - one size does not fit all! The most successful VoC programs often implement a combination of metrics based on departments, goals, feedback channels, and/or brand standards.

 

Tip

Choose a software solution that is flexible and can adapt to all of your research projects demands Your clients' needs are constantly evolving. You need a technology that can support any request they throw at you!

Action Management Fact Sheet

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. Confirmit Action Management monitors your Voice of the Customer survey results for you and automatically assigns issues to the correct department or individual based on configurable rules tailored to your unique business needs. What’s more, Action Management facilitates advanced reporting so you can measure your program’s impact while improving efficiency. Download the factsheet to learn more.

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Webinar: Face it: Emotion Recognition is the Future of MR

In this webinar, Gabi Zijderveld, Vice President of Marketing and Product Strategy for Affectiva joined Confirmit Senior Product Manager, Andrew Slutter, to discuss:

  • The importance of Emotion in research
  • The emergence of Emotion Recognition technology
  • How researchers can complement their existing research methods with Emotion Recognition technology

 

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Webinar: Show us the Money: A Business Case for CX Initiatives

In this webinar, Sarah Simon, Director, Customer Success, Confirmit and Kathi Gurin, CX Strategy & Solutions Consultant, Sage Consulting, Inc.

  • Described a 4-Step Process for developing a business case for CX initiatives
  • Showed you an example of the process using an interactive business case tool to illustrate key CX impact drivers and the resulting cash flows and ROI for your business
VIEW VIDEO >
 

Factsheet: Survey Designer

With Confirmit Survey Designer, you can leverage a huge range of features to increase response rates, including dozens of innovative question types, multimedia clips, and a powerful array of feedback methods, all designed in anelegant, easy-to-use authoring system. Download this factsheet to learn more.

DOWNLOAD >