A customer community is where customers gather to share ideas, advice, experiences and feelings. Customer communities allow the organization that host the community to “listen” to the groups talk about their industry, brand, products, and competitors. Customer-focused organizations create these communities to gain deep insight into their customers’ interests, decisions, and needs. Customer-focused companies listen … Read more
Customer Experience Management (CEM) is a strategy that focuses organizations around the needs of their customers. Moving customers from satisfied to loyal to advocate. As brands become increasingly commoditized, companies look to CEM to maintain their competitive advantage. CEM solutions integrate external and internal customer interactions to create a unified, consistent, end-to-end customer experiences. By … Read more
Enterprise feedback management (EFM) is an integrated approach to the management of all forms of feedback available to an organization. EFM solutions centralize key demographic and attitudinal data about respondents, targeted subsets, and integrate feedback data to and from CRM, HRIS and other systems EFM consists of data collection, analysis and reporting. EFM solutions provide … Read more
Behavioral targeting helps deliver content to users (target) who are most likely interested (based on their behavior). Behavioral targeting uses information collected on an individual’s navigation, such as the pages they have visited or the searches they have made, to select which content to display to that individual. It can include many factors like geography, … Read more
I once had a client that was rolling out their next generation behavioral targeting enterprise solution to their market and we needed to understand how the different market segments were going to use it… so we created customer profiles. We divided their customers into three categories: Those who used their solution strategically; those who used … Read more
We started looking at system logs as part of our user research process while I was Director of UX at Mitchell International in the early 2000’s (gee – that still feels weird to state). As usual, necessity was the mother of invention. We needed to find out about a particular user groups’ behavior for certain … Read more