• 9 Characteristics of a First-Class Voice of the Customer Solution

    In today’s digital world, with the ubiquitous adoption of technology, customers are in control and they are calling the shots. As a result, everyone from Gartner to Wired Magazine, is talking about the customer experience. As the customer experience becomes a growing priority, CMOs are turning to Voice of the Customer (VoC) solutions to understand and anticipate their visitors’ intent, needs and experiences.

  • Insights from Marketo: A Guide to Going Mobile

    Mobile is increasingly becoming the channel of choice for consumers. As a result sub-par mobile experiences are no longer tolerated. This puts the pressure on marketers to create relevant, high quality mobile experiences that go beyond a cut-down desktop experience. Richelle Parham, CMO of eBay, speaking about the importance of the mobile experience said that, “The customer is really in control—we’re just ensuring we have the right experience for the customer no matter where he or she is.” If marketers heed the call the windfalls could be huge with eMarketer forecasting that US retail mcommerce will generate $76.79 billion in sales in 2015, a 32.2 percent increase.

  • 5 skills you need to become a digital marketing superstar!

    We live in a world dominated by technology, from smartphones to apps to wearable technology, consumers today are always connected. As a result marketing has undergone a seismic shift. To reach, interact and delight their customers, marketers need to understand how to succeed in a digital world. The transition to digital has not been easy. A Grovo infographic, as seen on AdWeek, indicated that 90 percent of marketing professionals suffer from a shortage of digital abilities and one out of five such professionals would rank their skills as "entry-level."

  • What you need to know about optimizing the customer experience

    Today, with the ubiquitous adoption of technology, customers are in control and they are calling the shots. As a result, everyone from Gartner to Wired, is talking about how the customer experience can drive engagement, loyalty, and increase sales. According to a Gartner customer experience report, it found that 89% of companies plan to compete primarily on the basis of the customer experience by 2016. Furthermore, in Gartner’s 2015 Marketing Spending Survey it reported that #1 innovation project for 2015 is the customer experience. In a recent Wired article, Tim Pickard highlighted that, “Customer experience and innovation are not only unique selling points, but essential qualities for gaining a competitive advantage”.

  • Getting started with the iPerceptions Universal Code

    The Universal Code is the only script you will need to place on your site to manage all of your research projects. No longer do you need to implement different scripts to run different projects. Once this single snippet of JavaScript code is placed on all pages of your website, you are empowered to create, manage and edit multiple projects directly in the Active Research SaaS Platform. As a result, once it has been implemented, you have the flexibility to rapidly deploy future projects and edit existing ones without the need to consult your IT department.

  • 3 ways customer feedback is transforming e-commerce

    Around the world, consumers are increasingly choosing to make their purchases online. According to eMarketer, in 2015 e-commerce will account for $1.592 trillion, a nearly 21% increase from 2014. Almost 128 million consumers worldwide are predicted to become digital buyers by the end of 2015, bringing the global total to 1.36 billion consumers, a 10.3% increase. With the growing adoption of e-commerce, e-retailers are profiting from the windfalls while brick and mortar stores are getting in on the action. In the face of rising customer expectations, retailers are increasingly looking for first party data from CRM and web analytics systems to improve the e-commerce experience. Below I outline three ways that customer feedback can help you increase conversion and retention.

  • Customer Centric roundup: April 2015

    The digital landscape is ever-evolving, and that certainly poses challenges and opportunities for digital marketers as they keep up with the latest trends. One thing is clear that in 2015 the focus is on the customer experience like never before. To help you keep up to date, let's take a look at some of the customer experience stories we read in April.

  • Don't invest your marketing budget in the dark

    Today we are living in the age of the customer, where the customer calls the shots. Due the ubiquitous nature of technology, your customer now knows more than you do about your products and services, pricing and reputation. This means you need to shift your budgets away from traditional advertising and towards digital marketing initiatives. According to Business 2 Community, 28% of marketers have reduced their advertising budget to fund more digital marketing. A recent report conducted by Mondo found that 80 percent of marketing departments plan to increase their digital marketing budgets in the next 12 to 18 months. In 2015, how can you make the most of your digital marketing budget? Below are three key areas you should invest in this year.

  • Google's Mobilegeddon has arrived

    Google has spoken. As of today, April 21, websites that are not “mobile friendly” will be penalized in mobile search rankings. There is no escaping it; Google is forcing brands to give customers what they want, relevant, high quality search results across devices. As we enter the Google mobile revolution, having a mobile friendly website will become ubiquitous but the mobile experience will remain a key differentiator. According to the Altimeter group, “Organizations must focus on learning more about customer frustrations, expectations and behaviors specific to mobile. Only then can mobile strategies produce results that increase engagement, lead generation, sales, retention, loyalty and more.” The most effective way to understand customers on mobile devices is by conducting voice of customer research. Below are 3 reasons why collecting the voice of your customers on mobile devices is essential.

  • The customer experience disconnect

    What do customers think of your digital experience

    Today the customer experience is seen as the only source of sustainable competitive advantage as the effectiveness of traditional marketing continues to diminish in the face of new technologies, changing customer behavior, and rising customer expectations. But how effective are companies at leveraging this competitive advantage? Well, according to a new report ‘The Consumer Conversation’ from Econsultancy and IBM, many companies are quite pleased with themselves with 70% of companies stating that they deliver a good customer experience. But many brands might be prematurely celebrating the success of their customer experience initiatives. The report found that consumers that switched services in the last year did so for reasons companies should be able to prevent. Of the consumers that had a significant issue with their provider only 28% of them felt that the company dealt with the issue effectively. Furthermore, nearly one third of consumers that switched providers in the past 12 months cited experience related factors for their switch.

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Recent comments

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  • Maro Bautista on 3 ways customer feedback is transforming e-commerce at 5/7/2015 3:54 AM Web analytics could really help your e-commerce business in determining your the geography of your best market and to explore more opportunities f...
  • Asad hassan ah on Google's Mobilegeddon has arrived at 5/2/2015 2:40 AM Only then can mobile strategies produce results that increase engagement, lead generation, sales, retention, loyalty and more.” The most effective...
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  • Sally on How to tackle e-cart abandonment at 3/26/2015 7:43 AM Hi  Thank you for very informative post. I am very interested in the topic at the moment as I am writing my MA thesis on similar subject. For anyo...