Business Strategy

Customer experience ROI: A framework for measuring CX success

CX pro and best-selling author Jeanne Bliss shares the four elements business executives need to grow customer experience ROI. … Continued

Announcements

Customer intelligence meets storytelling: 3 benefits of using Stories in the Sparq platform

Here are three ways you can up your game in customer intelligence using Stories, a feature in Vision Critical’s Sparq platform. … Continued

Business Strategy

To survive today’s media business, local stations need more than ratings

Here’s a look at some of the challenges facing local media and why traditional ratings aren’t useful in solving these issues. … Continued

Marketing

How marketers can get ahead in digital transformation

The buzz about digital transformation shows a big interest among companies to build up their capacity to serve the changing needs of today’s customers. … Continued

Business Strategy

3 business benefits of having a chief customer officer in the C-suite

The role of the chief customer officer is still evolving, but here are three ways this executive position is already contributing to the bottom line. … Continued

Business Strategy

How to become the head of customer experience

How does someone become a head of customer experience? What makes them ideally qualified for the role? … Continued

Business Strategy

Why customer experience is the real key to brand authenticity [report]

A 2016 report explores what brand authenticity means to consumers, the role of customer experience in it, and how customer loyalty drives revenue. … Continued

Marketing

From CMO to CCO: Can the marketing head also be the customer chief?

Could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? … Continued

Business Strategy

The decline of customer loyalty—and what the travel industry can do about it

To remain relevant to today’s customers, the travel industry needs to look beyond loyalty programs. Here are three starting points to consider. … Continued

Business Strategy

The problem with customer satisfaction surveys—according to the inventor of NPS

Fred Reichheld, a renowned business author and the inventor of the Net Promoter Score, is sick and tired of customer satisfaction surveys. Here why. … Continued

Business Strategy

Why companies are focusing on their customer experience strategy

Three market conditions have compelled leaders and organizations to focus on their customer experience strategy. Here’s a look at the rise of CX. … Continued

Business Strategy

How insight communities allow retailer Chico’s to stay agile

Ivy Boehm, head of consumer insights at Chico’s, chats about her career in market research, the importance of shopper engagement and how three branded communities help Chico’s put its customers first. … Continued

Business Strategy

Can adding this C-suite role help you build a customer-driven growth engine?

Companies like Johnson & Johnson, Asda and News UK have recently added a new role in their C-suite: the chief customer officer. Here’s why. … Continued

Business Strategy

How to improve the end-to-end customer experience: a guide for CX pros

For many business leaders today, improving the customer experience is the number one priority. Here’s a must-read guide for companies thinking about CX. … Continued

Business Strategy

5 tips on how to improve your product innovation strategy

DEWALT and Chico’s, two industry-leading companies, share how they’re enhancing their product innovation strategy through ongoing customer engagement. … Continued

Business Strategy

Why food upstarts are outmaneuvering Big Food

Here’s a look at the main reasons why upstarts are succeeding against Big Food and what established brands need to defend their market share. … Continued

Customer Intelligence

The Hubspot-Dan Lyons saga offers lessons on employee engagement, authenticity and corporate culture

Based on his short tenure at Hubspot, Disrupted: My Misadventure in the Start-up Bubble is Dan Lyons’ unflattering account of how it’s like to work in tech. … Continued

Business Strategy

3 agile innovation strategies from leaders in the tech industry

Agile product development was the hot topic at a meetup hosted by Vision Critical. The meetup featured innovation leaders from LinkedIn, Adobe and eBay. … Continued

Business Strategy

How authentic engagement leads to millions of dollars in cost savings

Shannon Chenoweth, market research manager at DEWALT, on her career, the ROI of customer intelligence software and what surprises her most about consumers. … Continued

Business Strategy

Customer loyalty lessons from the 2016 CEB Financial Services Technology Summit

At the annual CEB Financial Services Technology Summit, business leaders from financial services met to discuss the current state of the industry. … Continued

Business Strategy

For ESPN, fans are the biggest competitive advantage [Q&A with ESPN’s Dan Hom]

Dan Hom, manager of research and analytics at ESPN, shares how the company engages thousands of sports fans for feedback and insight. … Continued

Customer Intelligence

5 powerful TED videos that will make you a smarter researcher

Here are five TED videos to watch that will inspire you and help elevate your career in market research and customer intelligence. … Continued

Business Strategy

3 tips on how to improve your customer experience strategy

Digital analyst Brian Solis shares actionable tips on what companies need to do to improve their customer experience strategy. … Continued

Marketing

Martech ROI: 3 questions CMOs need to answer

As you evaluate martech ROI, asking these three questions will help you identify gaps, eliminate redundancy and get more from your marketing stack. … Continued

Business Strategy

13 stunning stats about product innovation

These stats speak to the importance of infusing customer intelligence into the product innovation cycle. … Continued

Announcements

Here’s a preview of what’s new at the 2016 Customer Intelligence Summit

Last year’s North American Customer Intelligence Summit was our best one yet, and we’re working to make this year’s event even better and bigger. … Continued

Business Strategy

How a leading financial services firm engages with agents and employees for insight

Research professional Amy Feeman shares why engaging with insurance agents is a priority for Westfield Group, a top insurance and financial services group. … Continued

Business Strategy

3 innovation lessons from A+E Networks

Mariel Estrada, vice president of strategic insights at A+E Networks, shares how the global media brand drives innovation and find new sources of revenue. … Continued

Business Strategy

To improve CX, companies must rethink the funnel and cater to connected customers

Driven by today’s connected customers, a customer experience revolution is brewing, and most companies are not prepared for it. … Continued

Customer Intelligence

How customer intelligence software helps companies fight the survey epidemic

The survey epidemic is here as people are growing sick and tired of unwanted customer surveys. Here’s what companies can do about it. … Continued

Marketing

Why direct-to-consumer is becoming an important retail channel

There are three main reasons why, for many companies, the direct-to-consumer channel needs to be part of the revenue mix. … Continued

Business Strategy

The biggest mistake international companies make when expanding to Canada

Companies are flocking to Canada, but not everyone is succeeding. Here’s what international brands need to know about successful Canadian expansions. … Continued

Customer Intelligence

The missing piece in your approach to product innovation

Two industry-leading companies share what they’re doing differently to drive innovation and accelerate the product development cycle. … Continued

Marketing

5 must-see infographics on the value of brand authenticity

Here are five infographics that speak to the importance of brand authenticity—and that help reveal what companies need to do to build trust with customers. … Continued

Marketing

Why people are raving about X, the new book from Brian Solis (and how you can win a copy)

Digital analyst Brian Solis is making waves among marketing and CX pros with his new and provocative book, X: The Experience When Business Meets Design. … Continued

Business Strategy

Rethinking customer experience in retail banking: Digital transformation in financial services

There’s an eroding relationship between banks today and their customers, and customer experience is a big part of the problem. … Continued

Business Strategy

How brand authenticity leads to customer-centricity

There’s a natural connection between brand authenticity and customer-centricity. Here’s how you can better serve customers by embracing authenticity. … Continued

Business Strategy

Top 6 habits of innovative companies

To drive innovation, companies need to involve both insiders and outsiders. Highly innovative companies have six traits that other brands should emulate. … Continued

Marketing

The 2016 marketing technology landscape: 3 challenges for CMOs

Scott Brinker’s 2016 Marketing Technology Landscape Supergraphic highlights three challenges CMOs must address regarding the marketing stack. … Continued

Marketing

What Bernie Sanders can teach you about authenticity and marketing to Gen Z

Presidential hopeful Bernie Sanders’ campaign provides valuable lessons on brand authenticity and marketing to millennials and Gen Z. … Continued

Marketing

4 predictions on the future of marketing technology

Marketing technology is already big business, but what’s ahead? Here are four martech predictions CMOs need to know. … Continued

Customer Intelligence

Customer intelligence in the mobile world: How to achieve mobile-first research

The best way to make your research mobile friendly is to adopt a “mobile-first” approach. Here are some tips for mobile-first research. … Continued

Business Strategy

Customer-centric innovation is now everyone’s job. Here’s an enterprise guide that can help.

Chances are, if you’re launching a new product today, it’ll fail. Here’s how to drive customer-centric innovation in your company. … Continued

Business Strategy

CX expert predictions: 10 trends driving the future of customer experience

Customer experience is now the hottest topic in business. Experts like Annette Franz, Shep Hyken and Adam Toporek share their CX predictions. … Continued

Customer Intelligence

What is customer intelligence? How a deeper customer understanding drives revenue and sales

Here’s a look at customer intelligence—and how it can transform your brand. … Continued

Business Strategy

Are you ready for the customer experience revolution?

In the Customer Experience Revolution, digital analyst Brian Solis will explore what companies must do to remain relevant in the CX-obsessed business world. … Continued

Business Strategy

Apple’s latest social media move focuses on customer experience

Apple Support’s Twitter account, @AppleSupport, is not just about sharing tips and tricks and answering customer questions on social media. … Continued

Customer Intelligence

How to merge Big Data with Small Data for deeper customer insight

If you want to truly understand your customers, you can’t rely on just one type of data. You have to use Big Data with Small Data. Here’s why. … Continued

Business Strategy

13 stunning stats on brand trust and authenticity

Authenticity is now a business imperative. These stats help demonstrate why companies must create a genuine relationship with their customers. … Continued

Marketing

Gen Z marketing and the evolving teen talent landscape

The spectrum of teen talent has widened considerably in the past decade. Here are three trends driving the change—and why they matter for Gen Z marketing. … Continued

Business Strategy

Why Under Armour’s foray into tech won’t help it win the race against Nike

Under Armour’s acquisition of several fitness tech companies over the past two years is a bold, multi-million-dollar bet. But it may not be enough. … Continued

Business Strategy

The RISKY way one retail CEO is motivating his employees to focus on customer experience

In an effort to urge employees to focus on customer experience, one retail CEO is sending a strong message to his employees: delight or get fired. … Continued

Business Strategy

4 compelling arguments for embracing authenticity in your business

Customers, empowered by technology and social media, factor the sincerity of a brand into every purchase. Here are four arguments for embracing authenticity now.
Continued

Marketing

3 examples of successful B2B marketing campaigns

Here are three B2B marketing examples that illustrate how companies inject life and creativity into their campaigns. … Continued

Business Strategy

How millennial IT pros differ from “old IT guys” and what it means for tech vendors

A Vision Critical study found that millennial IT professionals differ significantly from their older colleagues. Here’s what it means for software vendors. … Continued

Customer Intelligence

Small data, big vision

Big Data is all about correlation, while Small Data is all about the causation, argues brand strategist Martin Lindstrom. … Continued

Customer Intelligence

3 factors driving fintech startups (and what banks need to do to compete)

Here are three compelling reasons why nimble fintech companies are about to turn the financial industry on its head. … Continued

Business Strategy

Why revenue-driven companies prioritize customer experience

Companies that want to drive revenue prioritize customer experience. Here are three compelling reasons why CX is a priority for high-performing brands. … Continued

Marketing

13 stunning martech stats

These martech stats paint a picture of the impressive expansion of the space and help show what companies need to do in order to get more from their marketing stack. … Continued

Customer Intelligence

Five Ways that Small Data Improves Big Data

Researchers are recognizing the value small data brings to big data. Here’s five examples of using small data to make big data better. … Continued

Marketing

16 martech predictions from 16 marketing experts

To honor the year 2016, we collected 16 martech predictions worth thinking about. Here’s a glimpse into the future of marketing technology. … Continued

Marketing

The Enterprise Guide to Marketing Technology: a new ebook from Vision Critical

Authored by Tyler Douglas, chief sales and marketing officer at Vision Critical, the Enterprise Guide to Marketing Technology provides a deep dive into the increasingly complex world of martech. … Continued

Customer Intelligence

Meet Martin Lindstrom, the branding expert challenging big data

Martin Lindstrom, a global branding expert who has helped companies like Reebok, Nestle, Lego and McDonald’s, argues that Big Data has largely been a bust. … Continued

Business Strategy

The annual employee engagement survey is dead. Here’s a better approach.

It’s time for companies to rethink their approach to the annual employee engagement survey. Here’s how HR and other business leaders can do that. … Continued

Customer Intelligence

5 myths about bias in market research

Here are some key myths about biases that you need to be aware of in market research and insight. … Continued

Business Strategy

Why retail giants like Under Armour, Disney and Amazon are merging e-commerce and in-store

At the National Retail Federation’s 2016 convention and expo, retailers shared their evolving thinking when it comes to e-commerce. … Continued

Business Strategy

3 tips for customer-centric retailing

How can brands start their journey towards customer-centric retailing? These three steps should be a good start. … Continued

Business Strategy

3 compelling reasons why media titans should be scared of Netflix

Here’s a look at three factors driving the success of Netflix and why they matter to the media business. … Continued

Marketing

What Star Wars, Adele and The Wiz can teach us about marketing to Gen Z…and their parents

If you’re trying to reach Gen Z customers and their parents, these three recent success stories show key ingredients you need in order to succeed. … Continued

Marketing

5 provocative, insightful marketing predictions for 2016

The new year brings a slew of predictions on the top trends that will transform marketing. Here are five prognoses worth thinking about. … Continued

Customer Intelligence

10 (more) smart market researchers you should follow

Here’s a list of 10 professionals who embody the qualities of market researchers that thrive in today’s business world. … Continued

Business Strategy

The winner-takes-all economy (or why a handful of brands dominate in a world of abundant choices)

We’re in the midst of a “winner-takes-all” economy—one where, despite the abundant amount of choice available, few companies dominate an industry. … Continued

Customer Intelligence

How long, unwanted surveys hurt the market research industry

The proliferation of long, unwanted surveys is an urgent issue for the market research industry. Here’s why. … Continued

Marketing

3 lessons every CMO should follow about improving the customer experience

For marketers, improving the customer experience (CX) is one of the most urgent challenges in the years ahead. Here’s what CMOs need to know about CX. … Continued

Business Strategy

Top 15 marketing, market research and business strategy blog posts you may have missed in 2015

We’re saying goodbye to 2015 by looking back at the top blog posts published on the Vision Critical blog this year. … Continued

Business Strategy

9 notable examples of customer-centric moves in 2015

If you’d like to improve your approach to customer-centricity in the new year, here are nine notable examples of 2015 customer-centric leadership that will inspire you. … Continued

Business Strategy

Best of 2015: 10 must-read resources for tech business leaders

Over the last year, the pace of change has continued to intensify for marketing, product management and customer experience professionals in the tech space. Here are 10 resources that can help tech business leaders succeed. … Continued

Business Strategy

Creating the feedback loop: How deeper player intelligence will impact the lottery industry

Lotteries are working harder than ever to stretch marketing dollars, make smarter product portfolio additions and stay relevant in the marketplace. Here’s a look at the major trends the lottery industry. … Continued

Business Strategy

Why the recent college protests matter to businesses

Companies will soon feel the impact of the series of student protests shaking up American college campuses. Here’s why. … Continued

Customer Intelligence

Why traditional surveys annoy customers (and what marketers can do about it)

For decades, companies have relied on ad hoc surveys to learn about their customers. But at a time when customers hold more power to broadcast their opinions, are traditional surveys still a relevant source of customer insight? … Continued

Customer Intelligence

Debunking 3 myths about B2B insight communities

If you’re thinking of launching a B2B insight community of your own, we’re here to debunk a few myths that we often hear. … Continued

Marketing

Why marketers need to focus on customer experience in 2016

CX is set to grow. Here are three reasons that outline why marketers must pay attention to customer experience in 2016. … Continued

Business Strategy

How to survive the uberization of health insurance

The uberization of health insurance puts pressure on companies to become customer-centric. Here’s what they need to do to survive. … Continued

Business Strategy

Surviving healthcare retailization: 3 new rules for patient engagement

In the era of healthcare retailization healthcare providers face enormous challenges. Here’s how to thrive in the consumer-oriented healthcare landscape. … Continued

Marketing

How IBM’s #HackAHairDryer missed the mark (and how you can avoid repeating the gaffe)

#HackAHairDryer was meant to encourage women to get into technology but ended up turning off the very audience it was trying to reach. … Continued

Announcements

What every CMO needs to know about delivering a better customer experience [webinar]

Increasingly, companies are relying on CMOs to lead the charge in delivering a better customer experience. An Influitive webinar will tackle this issue. … Continued

Business Strategy

How to compete with the next Uber: New rules for the collaborative, on-demand, sharing economy

What does it take to compete with Uber, Airbnb, Instacart and other startups in the sharing economy? Jeremiah Owyang shared his insight in a recent webinar. … Continued

Business Strategy

How to survive the endless disruption in media and entertainment

With tech-focused and fast-moving competitors moving into the space, disruption in media and entertainment is here to stay. Here’s how to survive. … Continued

Business Strategy

Generation Z characteristics: 5 infographics on the Gen Z lifestyle

Just when companies are starting to understand millennials, a new generation has emerged. Here are the characteristics of Generation Z. … Continued

Marketing

Why a strong brand matters in the collaborative economy

For companies with strong brand recognition and positive brand sentiment, brand is the most useful path to compete in the collaborative economy. Here’s why. … Continued

Business Strategy

How convenience drives sharing in the collaborative economy

In the on-demand, peer-to-peer movement called the collaborative economy, many rising startups are offering convenience to attract new users and customers. Here’s how your company can compete. … Continued

Customer Intelligence

13 stunning stats about customer surveys

The ubiquity of customer surveys is certainly not a reflection of their popularity among recipients. Check out these stats to learn more. … Continued

Business Strategy

Using price to compete in the collaborative economy

If you want to compete with startups like Instacart, Uber and Etsy, you might want to re-evaluate your price. Here’s why. … Continued

Business Strategy

How to become truly customer-centric: 4 examples from the tech industry

These four tech companies show how you can put customers first. … Continued

Business Strategy

Growth of sharing in the collaborative economy: Top categories and forecasts [infographics]

Participation in the collaborative economy has grown by 25 percent in the past year alone. Here’s what’s driving the growth of peer-to-peer sharing. … Continued

Business Strategy

How the empowered student will disrupt the business landscape

Companies need to consider how the online education revolution can help them better serve their young employees and customers. … Continued

Marketing

Why marketers and market researchers need to get real

The human element needs to get back in marketing and market research. Here’s why. … Continued

Customer Intelligence

#NoSpamSurveys: Why ad hoc, unwanted surveys need to go

In a world where customers are demanding a more meaningful relationship with the companies they do business with, are ad hoc surveys still relevant and useful? … Continued

Business Strategy

3 marketing themes from the 2015 DPAA Video Everywhere Summit

At the 2015 DPAA Video Everywhere Summit, 700 ad tech professionals gathered to explore the challenges and opportunities facing the advertising business. … Continued