OpinionLab
OpinionLab
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  • Improved customer experience can have huge and widespread impact on success against broader business objectives – such as increasing revenue and improving customer loyalty. But only if they’re focused in a way to drive biggest bottom-line impact. I’ve worked with … Continue reading → The post Why your biggest CX issues shouldn’t always be your top CX priorities appeared first on OpinionLab.

OpinionLab
OpinionLab
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  • A website redesign is a commonly employed tactic for companies seeking improved digital results. The thought process goes something like: I’m not achieving the traffic, engagement or sales I want online because my site sucks. That may very well be … Continue reading → The post How to nail a successful website redesign in six steps appeared first on OpinionLab.

OpinionLab
OpinionLab
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  • You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. … Continue reading → The post Since when did CX become a “Game of Thrones”? appeared first on OpinionLab.

OpinionLab
OpinionLab
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  • Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. And with little wonder. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the … Continue reading → The post How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally appeared first on Opi...

OpinionLab
OpinionLab
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  • After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website.  It’s the realization of months of iterative discovery, creation and testing. Many times, however, the celebration is … Continue reading → The post Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to deliver an optimal website redesign ap...

OpinionLab
OpinionLab
Blog Post
  • Do your digital VoC strategies uncover highly actionable nuggets of information? Do these strategies then enable you to drive improvements against broader business objectives – such as increasing revenue and ultimately loyalty? If not, it could well be because you’re … Continue reading → The post Great digital VoC – like great CX – starts with great questions appeared first on OpinionLab.

OpinionLab
OpinionLab
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  • You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what it means … Continue reading → The post How to build mid-management mindshare for your CX program appeared first on OpinionLab.

OpinionLab
OpinionLab
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  • On a windy winter Wednesday back in February, three OLabbers and I went to DeWitt Clinton Elementary School to talk programming with Mrs. Ashley Danoff’s sixth grade Math & Science class as part of the continuing efforts of our CSR … Continue reading → The post OpinionLab staff teach local sixth graders to code appeared first on OpinionLab.

OpinionLab
OpinionLab
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  • Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. But only if it’s harnessed correctly. For this to be the case, there are a handful of absolutely critical strategies you … Continue reading → The post Four tips to improve customer experience with digital feedback appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • In my last blog, I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and … Continue reading → The post Do you have a customer experience blindspot? appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • . My parents purchased their first VCR in 1984, and one of the first movies they bought on VHS was Raiders of the Lost Ark. I must have watched Indiana Jones do … Continue reading → The post Raiders of the Lost Omnichannel Experience appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that … Continue reading → The post Two reasons to analyze what customers say – just not what they do appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • “What is our DIGITAL CX score?” is a question I often get asked when working with companies to improve their website experience. What usually prompts this question is a bunch of “non-digital” issues being reported via digital feedback mechanisms: undelivered … Continue reading → The post Why two real-life “digital” customer journeys prove you need to think omnichannel appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
OpinionLab
OpinionLab
Blog Post
  • Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent … Continue reading → The post Digital Feedback: Why you’re probably doing it wrong appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries.  They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it … Continue reading → The post As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success. appear...

OpinionLab
OpinionLab
Blog Post
  • Omnichannel is an area where many organizations have been investing time and money over the last few years. By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common … Continue reading → The post Is your omnichannel strategy customer-centric or self-centric? appeared first on OpinionLab...

OpinionLab
OpinionLab
Blog Post
  • We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. Here are four key learnings that quickly became evident: Learning 1: 50% do not have a dedicated CX department There has been … Continue reading → The post We surveyed financial services CX leaders and here are 4 things we learned appeared first on Opin...

OpinionLab
OpinionLab
Blog Post
  • The Fed claims 53% of smartphone owners with a bank account use mobile banking, while a survey of lenders reveals that mobile payments are now in moderate or high demand by 63% of customers. These numbers are only likely to … Continue reading → The post 4 things you need to know about mobile CX in financial services appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • The Fed claims 53% of smartphone owners with a bank account use mobile banking, while a survey of lenders reveals that mobile payments are now in moderate or high demand by 63% of customers. These numbers are only likely to … Continue reading → The post Four things you need to know about mobile CX in financial services appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • [+] Impact, our Corporate Social Responsibility Group, was delighted to organize a Toy Drive in the OpinionLab Chicago office in the run up to the Christmas holidays in support of a local children’s hospital. The Ann & Robert H. Lurie … Continue reading → The post OpinionLab Toy Drive supports Chicago children’s hospital appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • Despite scare mongering that the store is dead, ecommerce still only accounted for 8.4% of total retail sales for the third quarter of 2016. While this figure is continually increasing and it’s difficult to argue that digital has not just … Continue reading → The post 6 ways to gain buy-in for in-store VoC feedback appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. But more and more this mobile growth is translating into hard dollars. On Cyber Monday 2016, sales completed through mobile devices … Continue reading → The post 13 surprising stats about mobile and what they say about CX appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. In amongst all the madness, there were some valuable lessons. Here are a few … Continue reading → The post 7 crucial CX lessons from the Cyber 5 weekend appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking … Continue reading → The post Verint Extends Voice of the Customer Suite to Digital Engagement with Acquisition of OpinionLab appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories … Continue reading → The post Eight critical omnichannel stats to inform your CX strategies appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post
  • I was fortunate to attend the recent Forrester CXSF show in San Francisco.  As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay Mobile … Continue reading → The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

OpinionLab
OpinionLab
Blog Post

New blog articles detected.

  • 3 huge future customer journey mapping trends you need to know about

    ‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. … Continue reading → The post 3 huge future customer journey mapping trends you need to know about appeared firs...

  • Location, location, location: The key to real estate – and VoC – value

    The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. Empowered customers – … Continue reading → The post Location, location, location: The key to real estate – and VoC – value appeared first on OpinionLab.

  • Five things you need to know about customer journey mapping and VoC

    I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Bruce has been studying how different companies approach CX for a number … Continue reading → The post Five things you need to know about customer journey mapping and VoC appeared first on OpinionLab.

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