Why Mobile Survey Optimization Is Critical to VoC Program Success
Smartphones and tablets have been around for less than a decade, yet both technologies have been adopted faster than any other technology in our world’s history. In 2006, global smartphone penetration...
View ArticleSix Ways to Become Competitively Customer-Centric in 2014
Customers are faced with more brand choices than ever before. It’s a trend that’s not going away. Restaurants, hotels, stores, and services alike are all growing in variety and choice. There is one...
View ArticleThe 5th Rule to the “4 Rules of QSR Expansion”
As a marketing professional in the Voice of the Customer industry, I continuously make the effort to keep abreast of what is happening in the world of our customers. A lot of this is done by reading...
View Article4 Social Customer Service Best Practices Every Contact Center Should Employ
In the short history of social media, marketing departments have usually been the ones responsible for managing the different channels and guiding the level of company engagement. With more than a...
View ArticleHow to Engage & Motivate Staff Using Customer Feedback
Location managers have a lot to think about while on the job: inventory, shift scheduling, sales reports, hiring, training, filling in for missing staff responsibilities, and the list goes on. Amidst...
View ArticleIn the Driver’s Seat of Your VoC Program
Next time you’re in your car, take a look at the dashboard (it’s hard not to, really). What kind of gauges do you see? What do they tell you? How quickly do they relay information, and how useful is...
View ArticleUnderstanding the Customer Experience of Menu Innovation
Brands today are continuously seeking new and innovative ways to remain top-of-mind for customers and beat out the competition. Quick service restaurants (QSRs) are no exception to this rule, with many...
View ArticleThe 4 Keys to Voice of the Customer Success: Key #1 – Executive Sponsorship
Developing and launching a Voice of the Customer (VoC) program is no small feat. In fact, it’s a massive undertaking requiring a lot of thought. To do it, you and your team will have to figure out how...
View ArticleDon’t Bank on the Weather—But Great Customer Experience Will Always Pay Off!
While meteorologists argue over forecasts for May, recent glimmers of warmer weather have increased our hopes for a sunny spring and a repeat of last summer’s heat wave. With two bank holidays to look...
View ArticleThe 4 Keys to Voice of the Customer Success: Key #3 – Action at the Location...
We are now on Part Three in this four-part series on VoC success. Check out the first two keys now if you missed them earlier: 1. Get full executive sponsorship and 2. Go beyond surveys to build an...
View Article3 Critical Ways to Boost Customer Satisfaction in an Omnichannel World
More than two decades after the first secure online purchase, the “bricks to clicks” revolution continues to transform the world of retail. In their forecast of the global retail market, eMarketer...
View Article4 Ways Voice of the Customer Supports Top Employee Engagement Companies
Employee engagement has become a distinctive trait of successful companies in today’s age of the customer. It has proven effective, too, when measured in the workforce with clear links to positive...
View ArticleRetail Benchmark: What Customers Are Telling You
InMoment recently completed its 2015 Retail Benchmark Study, which contained a high-level view of the competitive landscape (those brands that are winning and those that are losing in the customer...
View ArticleMore than Supply and Demand: Are Antiquated Notions of Value Hurting You on...
For ages, the general “rule of thumb” has been that consumers are influenced primarily by scarcity and demand—the need for inventory over everything else. However, this is an antiquated thought that...
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