Insights teams are judged by their ability to provide high impact insights to decision makers that they can use to decide what to do next. Relying solely on unweighted data could jeopardize your ability to do that.
Cognitive bias is a real problem in customer insights. How do you ensure that your bias isn't leading you down the proverbial garden path?
The modern competitive landscape is increasingly customer-centric. As more businesses build Customer Insights engines, what distinguishes elite customer insights teams from average teams?
A lower than expected NPS is not a reason to be discouraged, in fact, it’s the perfect catalyst for reinvigorating your business and your journey towards a truly customer-centric approach.
Your customer insights team should combine qualitative and quantitative data to gain a holistic understanding of the ‘why’ behind customer feedback. Here are a few suggestions....
Let’s be real here - if customers hate their experience with your organization, ignoring those issues is not going to improve it. Here's how to use these negative reviews to your advantage.