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10 of our favorite iperceptions CX posts from 2019 to take you into 2020

by Philippe Aussant, on Dec 20, 2019 9:51:26 AM

2019 has just flown by. With over 4 in 5 marketers expecting to compete primarily on Customer Experience (CX), this is a topic that is being discussed, analyzed, and scrutinized now more than ever.

On our blog, The Customer-Centric Marketer, iperceptions experts regularly dive deep into the vast and complex world of CX. Each post aims to share insights you can use in your day-to-day, and give you best practices and food-for-thought to help you take your CX program to the next level. 

For our final post of 2019, we want to share with you ten of our favorite posts published on the iperceptions blog over the last year that can help make your CX program a well-oiled machine in the year ahead.

Thank you to all our readers and subscribers for another great year, and keep following the iperceptions blog in the new year for more tips, tricks and insights to help you stay on top of the Customer Experience in 2020!

 

Measuring Customer Experience

1. 16 Helpful Tips for How to Increase Your Survey Response Rates

2. 10 Hurdles to Effective Voice of Customer Research (and how to clear them)

3. 4 Great TED Talks on the Power of Context in Data Analysis

4. 10 Do’s and Don’ts of Customer Experience Measurement

 

Getting the most out of your CX metrics

5. 3 Reasons Why Closed Loop Feedback is Key to Your CEM Efforts

6. Closing the Customer Feedback Loop: 6 Essential Elements You Need

7. 6 ways to improve your Customer Experience Dashboards

 

Staying on top of emerging CX trends

8. 7 Must-Hear Customer Experience Podcasts

9. Making Sense of the 2019 Marketing Technology Landscape

10. The omni-channel customer, through the eyes of another omni-channel customer

 

Measuring Customer Experience

1. 16 Helpful Tips for How to Increase Your Survey Response Rates

A survey is very much like a conversation between you and your customers. If this conversation feels like it is dragging on or something smells fishy, what are the odds your customers don’t drop out of the survey?

In this post, we look at some of the ways you can offer a positive survey experience to help increase your survey response rates. From showing how to manage the number of screen interactions to keeping your research to the point, these tips help ensure your survey is engaging for your customers while ensuring you still collect customer feedback relevant to your business objectives.

 

2. 10 Hurdles to Effective Voice of Customer Research (and how to clear them)

Well-executed Voice of the Customer (VoC) research is a source of critical insights to help you elevate your CX program and improve individual experiences. However, many hurdles stand in the way of a successful VoC program, from research design and management to analyzing and acting on your customer feedback.

This post looks at ten of these hurdles, and what you need to clear them to make sure your VoC research is a success, and how a potent mix of a flexible research platform and seasoned VoC experts can help you achieve this.

 

3. 4 Great TED Talks on the Power of Context in Data Analysis

It’s easy for CX professionals today to get inundated with data. A significant challenge you can face is making sense of this data and organizing it in such a way that you can understand the story behind the data. That is where the power of context in data analysis and visualization comes in.

TED Talks offer a great way to look at real-world challenges, like this, through unique angles. In this post, we take a look at four great TED Talks that provide fascinating anecdotes on the role of context in telling the story behind vast data sets, which can help inspire your CX data analysis efforts.

 

4. 10 Do’s and Don’ts of Customer Experience Measurement

What makes for a successful CX measurement program? While these programs will look different from brand to brand, depending on your business objectives, there are certain items that can form a strong foundation for any CX measurement program.

This post provides a checklist of things you need to do - and what you should avoid at all costs – to make sure your CX measurement program is set up for success and provides you with a constant source of key CX insights.

 

Getting the most out of your CX metrics

5. 3 Reasons Why Closed Loop Feedback is Key to Your CEM Efforts

Collecting customer feedback is critical. Acting on it, however, is where its real value lies. That is the essence of closed-loop feedback – to act on customer feedback as soon as possible to help turn bad experiences into good ones, and make great experiences even better.

In this post, Kathleen Browne, CX Analytics Manager at iperceptions, looks at three important reasons to put in place a real-time closed-loop feedback program. Among the topics covered include the business impact of not closing the feedback loop, as well as providing a source of insights to boost your overall CX design.

 

6. Closing the Customer Feedback Loop: 6 Essential Elements You Need

As a follow-up to the post above, Kathleen dives into the key ingredients you need to close the feedback loop quickly and successfully, including some of the more technical elements that are critical to making this happen.

One of these items is an easy way to track your closed-loop feedback process, such as a dashboard that lets you quickly visualize where along the customer journey friction points are most likely to appear.

Which brings us to the next post:

 

7. 6 ways to improve your Customer Experience Dashboards

Virtually any part of the Customer Experience can be measured, one way or another. CX dashboards have the power to take something complex, convoluted, and overwhelming and boil it down into an easy-to-understand, shareable, and critical component of your CX efforts.

In this post, Jessica Renaud, Business Intelligence Analyst at iperceptions, highlights six key ingredients to any successful CX dashboard. Among these ingredients is the importance of taking a storytelling, context-driven approach to create a clear narrative that helps the dashboard user make sense of all their CX data.

 

Staying on top of emerging CX trends

8. 7 Must-Hear Customer Experience Podcasts

Podcasts are as popular as ever. They are becoming more and more part of our daily routines, giving us a way to entertain ourselves and learn about our favorite topics at our convenience.

In this post, we take a look at seven podcasts catered specifically to CX professionals that dive deep into the intricacies of CX. Through a mix of interviews with thought leaders, in-depth use cases, and proven best practices, these podcasts are a great source of insights for any CX professional looking to stay on top of the latest CX trends and hot topics.

 

9. Making Sense of the 2019 Marketing Technology Landscape

CX professionals today have access to a vast ocean of technologies to help them measure, design, and optimize Customer Experience. So many that it can often be easy to lose track of what solutions are out there. That is an exercise that Scott Brinker, Editor at chiefmartec.com, tackles every year with the Marketing Technology Landscape Supergraphic.

This post examines some of the things that stood out from this year’s supergraphic (which included over 7,000 solutions!) about which CX professionals and Digital Marketers should know. We also provide a sneak peek at our own Marketing team’s martech stack that we use in our efforts every day.

 

10. The omni-channel customer, through the eyes of another omni-channel customer

Customers today are more connected than ever. Technology is unlocking new ways for customers to connect with their favorite brands and for brands to design great omni-channel experiences to cater to their customers’ ever-growing expectations. 

This post looks at some of the characteristics that can help describe omni-channel customers and includes a great infographic with stats and useful tips for how brands can take action to cater their omni-channel Customer Experience strategy to these customers.

 

Banner image source: Pexels

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