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Better CX insights start with forced choices. Learn why decision-based surveys outperform ratings in predicting behavior. Chris Robson on March 20, 2025 When it comes to surveys, standard rating scales often fail to predict actual behavior. People may say they are “extremely likely” to do something, but their actions tell a different story. Forcing … Continue reading Why forced choices reveal more customer insights than ratings
Only 30% have access to a single customer engagement platform capable of creating personalized, seamless experiences across channels. Constantine von Hoffman on February 27, 2024 While many brands talk about focusing on the customer, few do it. Less than a quarter (24%) of global brands are mapping customer behavior and sentiment, according to Braze’s 2024 … Continue reading Only 6% of global marketers apply customer insights to product and brand
The burgers and shakes chain has a winning playbook they are taking to new markets while improving existing stores. Chris Wood on June 13, 2023 Shake Shack, a chain that began as a single burger stand near New York’s Flatiron building, has grown to over 450 locations in the U.S. and around the world. The … Continue reading How Shake Shack measures experience and activates customer insights
Human irrationality must inform your marketing strategy. Here are three cognitive biases that shape the way customers think about your brand. Jade Bunke on August 26, 2022 You’re not rational — and neither are your customers. In an effort to make efficient decisions, the human brain takes shortcuts. As such, your customers rely on a … Continue reading How marketers can use cognitive biases to influence customer decisions
Marcia Layton Turner — August 3, 2017 — August 3, 2017 geralt / Pixabay When you see the FedEx logo, do you notice the arrow in the space between the E and the X, suggesting movement? Does the number 31 stand out to you in the Baskin Robbins logo? Or can you spot the Bronx … Continue reading How to Create a Logo that Wows Your Customers Online
Patrick Hogan — July 7, 2017 Follow @growtenfold — July 7, 2017 3dman_eu / Pixabay In an average call center, agents would spend 85% of their day attending to the needs of their clients. This would mean that 15% of their work hours are dedicated to move from one call to the other. That 15% … Continue reading What Is Call Disposition and What Are Its Useful Codes?
Maybe it’s time to rethink your approach… B2B marketers are focusing more and more on making sure their customers are successful after they’ve signed the contract and started using your product or service. This renewed attention helps in a couple of ways. First, successful customers are happy customers, and they are more likely to renew … Continue reading What is customer marketing?
Google, Monday, September 19, 2016 3:10 PM “Focus on the user and all else will follow,” which means the user experience on YouTube dictates the ad technology on the video site. In the latest Think with Google, David Mogensen, Google’s head of YouTube ads marketing, sits down with YouTube UX leads Javier Bargas-Avila and Scott Hines … Continue reading What Customer Insights Power YouTube Ads?
