Customer Experience
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BCG - Center for Consumer Customer Insight - Expert Interview

In our view, insight is science and art, the left and right brain in balance. It gives confidence in management decisions, but it is not the decision itself.  It is one tool to be applied together with financial and economic data, market structure and competitive position, trends, internal capabilities and capacity, to inform the most important strategic decisions facing our clients.

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Social media and word of mouth are not the same thing

Social media and word of mouth are not the same thing | Customer Experience | Scoop.it
Ever since the emergence of Web 2.0 there has been a tendency to confuse social media and word of mouth.

Via jean lievens
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Better retail experiences depend on technology integration: report - Luxury Daily - Research

Better retail experiences depend on technology integration: report - Luxury Daily - Research | Customer Experience | Scoop.it
Men’s section of Bloomingdale’s in Palo Alto
Consumers are extremely connected through many different digital touchpoints and it is up to retailers to use these opportunities to connect with their clients, according to a new report from IDC.
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Better Customer Insight in Real Time Experience Tracking

Marketers have long sought a research method that can capture customer reactions immediately, does not intrude into those reactions, minimizes bias, and can affordably be applied to customers in relatively large numbers.

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Keeping it Global: Why Multilingual Customer Insights Matter | WIRED

Keeping it Global: Why Multilingual Customer Insights Matter | WIRED | Customer Experience | Scoop.it
Image: Cali4beach/Flickr[/caption] In today’s business environment where knowing what your customers think is critical to staying ahead, user-generated information is truly king.
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