Customer Intelligence

Uncover and analyze qualitative and quantitative customer intelligence, CX research, and audience personas.

eBook: Measuring and Optimizing the Customer Experience

Customer Experience & Journey Mapping, Consumer & B2B2C

It is critical, when analyzing and working to optimize customer experiences, that three primary tenets of sound CX design be woven deeply into the fabric of the analysis, even when using artificial intelligence or other technology to do some of the information gathering and processing.

Featured

How to Use Customer Segmentation to Answer the Difficult Questions Driving Consumer Behavior

Segmentation & Persona Development, Voice of Customer

Customer segmentation is much more than merely “categorizing” customers along traditional baseline filters: demographics, geographics, psychographics, and prior purchase history. While those data points are useful as far as they go, they simply don’t go deep enough.

Featured

Customer Experience: Humans Experiencing Human Emotions & Making Moments to Remember

Customer Experience & Journey Mapping, Voice of Customer

Why a customer chooses to buy, and when, and whether that customer can be retained, whether he or she will become a vocal brand advocate, and why that customer chose our product or service over a competitor’s represent the secret sauce to replicating that behavior in others—creating customer experiences that drive future sales. But without understanding the why, you are more or less guessing at the what you are trying to replicate.

Featured

How Emotion Intelligence Can Enhance the Customer Journey and Drive Business

Voice of Customer

AI-empowered methodology known as Emotion Intelligence (EI) has been helping brands better understand their customers’ and prospective customers’ buying inclinations, so that they can engineer optimal experiences that will appeal to humans’ emotional tendencies (and even their apprehensions) to facilitate exceptional customer experiences and increase sales.

Featured

Apostle Analysis: How to Identify and Augment Your Brand’s Most Loyal Fans

Apostle Analysis is a model that categorizes customers based on their likelihood to repurchase and their overall satisfaction with a brand. By using a structured framework, businesses can pinpoint their most valuable customers and identify at-risk segments.