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?
Competitive advantage comes from embracing customer insights to drive commercial results. As more organizations bring their insights function in-house, how do you create a sustainable process for turning insights into commercial success?
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.