Surprising New Insights about How Consumers Search Online
Articles / Brand / Recommended Reading / Relationship / Value

Surprising New Insights about How Consumers Search Online

Surprising New Insights about How Consumers Search Online Bart J. Bronnenberg, Jun B. Kim, and Carl F. Mela MSI Articles | June 20, 2014 A recent study finds that consumer search for durable goods is more extensive, focused, and informative of choice than is commonly reported, suggesting new strategies for marketing intervention. “Based on a … Continue reading

Using Customer Journey Maps to Improve Customer Experience
Articles / Recommended Reading / Relationship / Value

Using Customer Journey Maps to Improve Customer Experience

Using Customer Journey Maps to Improve Customer Experience Adam Richardson HBR Blog Network | November 15, 2010 A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. … Continue reading

Voice of customer analytics
Articles / Recommended Reading / Value

Voice of customer analytics

Voice of customer analytics – A game changer in the era of social media explosion Anil Chawla, Verint India InformationWeek | Perspective | Social | July 24, 2014 Customer feedback is the single most important type of communication an organization can receive and given the valuable insight one can receive from customer feedback, the processes … Continue reading