Providing a superior customer experience and having a band of happy customers has not only become a crucial barometer of a company’s success. It’s also a major differentiating factor for consumers choosing who to spend their hard-earned money with. Customer happiness is typically captured with customer satisfaction (CSAT) and Net Promoter Scores (NPS) [...]
Companies use online experiments to predict the success of products or upgrades before launching to market. A typical experiment like an A/B test compares 2 versions of something. For example, website design, message text, or headline options are randomly assigned to users to figure out which performs better. Once the best option is [...]
As the world is swept along a wave of increasing digital transformation, businesses need to swim with the tide. From the rapid adoption of online shopping during Covid lockdowns to the shift towards a more circular economy and a growing demand for sustainable, eco-friendly products. Not to mention the impact of the recent cost-of-living [...]
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According to Salesforce fourth edition of the "State of the Connected Customer" report, 54% of customers say marketing messages aren’t as relevant as they’d like. We’ve all been there and received an email, ad or offer that was clearly based on some broad customer segmentation, but the content is completely irrelevant or just tone-deaf. [...]
The current social climate is demanding that businesses pay more attention the individual, and spend less time applying one-size-fits-all philosophies. We are all about the human!
In terms of digital transformation and business innovation, the importance of online testing cannot be stressed enough. Dynamic experimentation can uncover endless opportunities. From acquiring new knowledge, building personalized engagements or offers, to eliminating speculation before product launches or campaigns. The willingness to continuously learn and evolve through time helps companies remain relevant and [...]
Recommenders have been used for years to help personalize the customer experience by offering things that are new or relevant. Yet so many companies today don’t use them for myriad reasons, whether they’re not aware of their capabilities, or because they think they’re too costly and complicated to implement. The concept of introducing recommenders [...]
This week’s blog will focus more on the role of the businessperson in encouraging certain interactions through behavioural nudges. Nudge theory has come into question recently, but we’re going to look at nudging through a wellness lens. Where both the user and the product or service provider benefit rather than [...]