Customer Experience
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Consumer Loyalty Survey | How to Measure Consumer Loyalty
Posted at: 6/26/2019 7:49 PM
It is anyone's best guess where consumers' loyalties lie. However, a consumer loyalty survey uses data and facts to help a company or brand reduce the unknown and identify key drivers in measuring returning customers. It is not as easy as a consumer using your product one-time for he or she to indefinitely fall in love and never switch to a competitor. There are multiple emotional, psychological, and social factors in which encourage recurring usage of a product for consumers. So what is reall
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3 Market Research Trends in 2019
Posted at: 3/27/2019 5:49 PM
Another year over, a new one just begun. Sing it, Lennon! We're three months into the new year and have already noticed major trends in market research and how they will impact the industry. It is important to embrace these changes to encourage greater user and customer experience alike. The more you can utilize these trends, the better. Keep up with the latest trends in market research to ensure you are meeting the demands of current and potential customers. 1. Relevant and shareable con
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How to Measure Your Customer Experience (CX) in 5 Easy Steps
Posted at: 3/12/2018 3:25 PM
When it comes to customer experience (CX) measurement, here's where most CX market research companies get it wrong. CX implies long-term. Measuring CX is not a one-and-done survey. It's not a yearly customer loyalty survey. It's not a short survey after a sale takes place. It's a combination of all of these. CX implies measuring your customers' journeys across several touchpoints and making improvements to each in a continual program. CX is much broader and long-term. Market research doesn't ha
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What is Customer Experience (CX) Market Research? | Company in NY
Posted at: 11/17/2017 7:39 PM
Customer Experience or CX has become a hot button topic in market research over the past 5 years. Some market research companies interchange the term with just plain market research but the foundation of CX is different from ad-hoc market research. CX implies an experience, not a single transaction, single relationship, or single survey. The goal of CX is to map out a customer journey and understand a multitude of touchpoints that impact motivations, loyalty, and engagement. CX is not 2 focus g
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Which Customer Touchpoints Should a Businesses Measure & Track?
Posted at: 6/18/2017 3:06 PM
So many people to survey so little time. So is the case with customer experience (CX) market research. CX teaches us that surveying and learning from customers is not about one single survey but rather a combination of surveys which total up to a full picture of a customer journey. The customer journey and CX is made up of a number of customer touchpoints. What is a Customer Touchpoint? A customer touchpoint is defined as any experience where your company interacts with a customer or pot
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Member Experience (MX) Market Research for Credit Unions
Posted at: 5/10/2017 6:03 PM
If you work at a credit union, I think you'll agree when you hear the term member experience (MX) research you're not exactly sure what's involved. It turns out there a number of different market research options that fall under the member experience (MX) umbrella at credit unions. In this post, Drive Research, a member experience market research company for credit unions will discuss 3 different options you can pursue as part of your MX program. Why does all of this matter? Credit unions
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6 Customer Experience (CX) Trends to Drive Your Bank and Credit Union Strategy
Posted at: 2/4/2017 8:59 PM
One of the industries which have been a particular focus of ours in market research is the financial sector. These marketing research projects with banks and credit unions include employee focus groups, B2C and B2B customer satisfaction surveys, mystery shopping, image and awareness surveys, CX channel research, and other ad-hoc projects. Several key themes have emerged which have stood the test of time. A few are more actionable than others, but all carry a significant impact on marketing and o
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6 Customer Experience (CX) Trends to Watch Next Year
Posted at: 12/7/2016 9:05 PM
With the New Year upon us, I wanted to take a few minutes to recap some customer experience (CX) trends to watch next year. CX, UX, and VoC is still an evolving profession stemming from the larger market research umbrella. As organizations learn the value, impact, and strategic implications of CX, it will undoubtedly grow in popularity and in investment. "No matter what your job entails, never lose sight of how the customer perceives your business and what the customer wants. CX needs to be ing
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4 Business Impacts from VoC and CX
Posted at: 11/22/2016 7:34 PM
It's a simplistic concept but arguably nothing can build culture and revenue with a company quicker than a universal strategy to focus on the customer. Oftentimes in business it is easy to sidetrack yourself by focusing on tasks that are far removed from the customer. Fortunately for those that work in marketing research, customer experience (CX) or voice of customer (VoC), not an hour goes by within the customer being at the forefront of your duties. Whether it's a telephone interview, analyzi
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9 Sites to Bookmark if You Work in Market Research or CX
Posted at: 10/22/2016 2:34 PM
Not all market research websites are created equal. In a digital world where business professionals are flooded with information it's difficult to understand which sources to trust. With new content being posted every second, your job as a researcher will not get any easier. But with all of these new insights at your fingertips, it will get more enlightening. Here are 9 key resources and websites I have bookmarked and find myself checking often during my morning cup of coffee (or 3.) These site