Customer Analytics

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Customer Experience: Beyond Better Sameness

Jan 07, 2013 8:47am

The experience customers have with your products and services are the primary driver of business growth. Unfortunately, its extraordinarily easy to make uneconomic investments in the enhancement of customer experiences. This white paper describes three things required to create highly profitable and competitively relevant experiences... that move beyond better sameness.

Optimizing Customer Intelligence Processes

Sep 05, 2012 4:29pm

Companies that sustain growth continually define and refine their market offerings and value proposition in response to changing customer expectations and behavior. This white paper explores how companies can effectively gather, use, and transform customer data and insights into actionable customer intelligence.

Outcomes-Based Experience Design

Jun 22, 2010 2:07pm

Bridging the Gap Between Customer Experience and Business Outcomes by Chris O’Leary, COO, Customer Innovations, Inc. In the 25 years we’ve been helping companies design customer experiences, one of the consistent challenges has been to estimate the business impact of …

Getting Beneath the Voice of the Customer

Aug 11, 2009 11:04am

Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back or …

Experience Miner: Creating Profitable, Evocative Experiences

Aug 03, 2009 7:33am

Most of the time and money organizations invest on customer experience is wasted… … because they focus on how the organization “delivers the experience”… … rather than on how customers actually “HAVE the experience”… … and how those experiences influence …

Customer Innovations: Creating Experiences that Drive Measurable Business Results

Jul 30, 2009 4:46pm

Are you losing too many customers or sales opportunities?    Are you experiencing too much negative word of mouth?    Are customers’ expectations changing faster than your company’s ability to stay ahead of the competition?    Do you have trouble aligning the efforts …

Behavioral Engineering and the Design of Influential Experiences: Example – Influencing Sustainable Behavior

Mar 20, 2008 8:43am

Let me start this important topic with a few points that should be intuitively obvious: The benefits associated with delivering an outstanding customer experience accrue from influencing customer behavior Customers either deliberately or incidentally change what they do when they …

Helping Customers Lose Wait

Jan 11, 2008 7:16pm

    I’m so tired… tired of waiting… tired of waiting for you…   Oh… sorry…  I’m just sitting here singing to myself as I wait on hold for the reservation agent to pick up.  I might as well do something …

What is the Difference Between Personae and Segmentation?

Jan 05, 2008 7:55pm

For the past several years, we’ve followed a personae-driven approach to customer experience design.  This approach has been critically important as we work with our clients to design experiences that naturally fit with… and influence… the “mental model of the …

Adaptive Customer Profiling: Integrating Quantitative and Qualitative Customer Analytics

Nov 20, 2007 1:24pm

Most business leaders now recognize that organic growth is a direct result of their ability to deliver a differentiated, compelling, and increasingly personalized customer experience.  Effectively delivering such an experience is dependent on the organization’s ability to understand what attracts …