Customer Experience
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What is Customer Experience (CX) Market Research?
Posted at: 10/15/2024 12:30 PM
Customer experience market research provides insights into how shoppers interact with a specific brand. Gathering these insights will help brands better understand the needs, preferences, and opinions of their customer base. In turn, they will be able to learn about their brand works, and what could use some improvement. Ultimately, the goal of any customer experience project is for brands to develop a stronger bond with their shoppers (and hopefully gain more in the process). Keep reading
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The Best Customer Engagement Survey Questions (From Survey Experts)
Posted at: 10/9/2024 12:30 PM
The best way to figure out if your customers are engaged with your brand? Asking them, of course! Customer engagement surveys provide you with actionable feedback about their experiences with your brand. Using this information, you can make important decisions based on data instead of playing guessing games about how to improve the customer experience. Furthermore, the changes you implement as a result of the survey data will likely boost both customer retention and loyalty levels. Keep rea
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Measure Customer Experience With These 10 Metrics
Posted at: 4/16/2024 12:30 PM
Customer experience is everything when it comes to an effective business strategy. This is no exaggeration, as 80% of consumers believe a good experience matters just as much as a company's services. So how can businesses prioritize this key area? Market research can certainly help! There are many ways customer surveys can reveal the satisfaction of shoppers. When learning how to measure customer experience, many important metrics are covered that each reveal specific data points. Let's div
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How To Measure Customer Loyalty The Right Way
Posted at: 4/9/2024 4:03 PM
What's the bread and butter of any successful business? Loyal customers. Loyal customers will support your brand long-term, spread positive word-of-mouth awareness, and are far more likely to purchase new products and services. When learning how to measure customer loyalty, it's important to go into the research process with a set of goals for what you want to achieve. What specific values do you want your customers to share? How do you want to use this information? In this post, we'll tel
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How to Choose the Best Customer Experience Company
Posted at: 4/8/2024 4:26 PM
If your organization is seeking a capable partner to manage a comprehensive feedback management program for customer experience (CX), employee experience (EX), or any other type of group experience (GX), you’re not alone. At Drive Research, our team understands that some organizations have current programs that have been in place for years, while others are looking for a new partner to enhance their research program and overall experience on an ongoing, more collaborative basis - and some org
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Why Customer Loyalty Is So Important
Posted at: 4/1/2024 4:46 PM
You can probably guess why customer loyalty is important for any business that wants to achieve success. The main reason? Loyal customers keep a business running and provide long-term connections. These connections play a key role in how a company develops and how it interacts with its base. What's more, loyal customers provide insight that can help a business understand how to draw in more consumers. In this post, we'll cover why customer loyalty is important and how it can be measured wit
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What is Transactional Net Promoter Score & Why It’s Important
Posted at: 2/15/2024 1:30 PM
The Transactional Net Promoter Score (tNPS) is a variation of the traditional Net Promoter Score (NPS) used to measure customer satisfaction and loyalty. While the traditional NPS typically gauges overall customer loyalty based on responses to a single survey question ("How likely are you to recommend our product/service to a friend or colleague?"), tNPS focuses on specific transactions or interactions between a customer and a business. Keep reading as we discuss how to calculate tNPS, examp
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How To Segment Your B2B Customers
Posted at: 1/5/2024 1:30 PM
Segmenting B2B customers allows businesses to understand who their audience is. When businesses know exactly who their customers are, they can easily improve marketing and engagement strategies. Segmenting customers is just that - grouping customers together based on certain characteristics from demographic information to industry data. It's recommended to run this research frequently or semi-frequently based on the type of business. What Is B2B Market Segmentation? Market segmentation r
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How to Create the Best B2B Customer Journey Map
Posted at: 1/3/2024 1:30 PM
Crafting a B2B customer journey map highlights the interactions between one business with another from beginning to end. Measuring these trends and details allows businesses to see what makes other businesses choose to work with them. Think of it as an outline to better understand and improve upon current customer experience strategies in place. What is a B2B Customer Journey Map? A customer journey map in the B2B space is a visual representation of touchpoints and interactions between b
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11 Best Ways To Improve Customer Experience & Why It Matters
Posted at: 12/11/2023 7:24 PM
Improving customer experience is the most important move you can make for your brand. That’s because customer experience strategies come with many benefits, including improved customer retention, increased customer acquisition, and better online reviews and testimonials. Since customers are the foundation of all companies, their needs must be made a priority. All too often, brands overlook the needs of their buyers, leaving them unhappy and ready to switch to a competitor. By working to imp
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Customer Experience Trends to Expect in 2024
Posted at: 11/30/2023 1:30 PM
As businesses shift into preparing for 2024, management teams need to prioritize one key aspect of their brand: the customer experience (CX). The realm of customer experience continues to undergo transformative shifts driven by technological advancements, changing consumer behaviors, and the pursuit of more personalized interactions. To better help businesses prepare, our customer experience company chatted with a few experts in the field to get their opinions on what customer experience tre
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What is Customer Engagement? [From Market Research Experts]
Posted at: 10/27/2023 12:30 PM
Customer engagement is the ongoing interaction and relationship-building between a business and its customers, characterized by personalized communication, exceptional service, and efforts to provide value beyond transactions. Brands that place importance on the shopping experience of their customers will almost always see high levels of customer engagement. In this blog post, our market research company dives into what customer engagement is, how to measure it, and the importance of improvi