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Top 5 Most Important Customer Experience Trends for 2019 | UX Booth
Executive summary of #customer #experience practitioner survey reveals what top CX performers do differently + 4-stage #CX maturity model
customer  experience  survey  practitioner  q1  2019  executive  summary  statistics  maturity  model  technology  communication  empathy  employee  chat  virtual  reality  comparison  voice  VOC  strategy  team  csr19  bullsi 
june 2019 by csrollyson
Study of Student Basic Needs [Food, Housing] | California State University 2018
Did you know? 42% students food insecure & 11% homeless in largest university system in the USA: California university system multisite study of #student #homelessness #food #insecurity
food  insecurity  homeless  student  university  college  2018  q1  study  survey  focus  group  csr19 
may 2019 by csrollyson
Patient Experience Study | GE Healthcare & Prophet
Survey of US #healthcare patients & providers reveals grim #patient #experience: providers think they're doing okay, but patients disagree. BTW, firms can improve studies with #agile #digital #ethnography (it's more patient-centric ;^) #CX
patient  experience  healthcare  usa  survey  marketing  research  report  Statistics  2016  customer  csr19 
april 2019 by csrollyson
Better patient experience hinges on improving financial journey
From the Duh Dept: To improve #patient #experience, transform #financial experience, transparency. BTW, firms can improve studies with #agile #digital #ethnography (it's more patient-centric ;^) #CX
healthcare  usa  patient  experience  finance  insurance  payer  stream  2018  survey  customer  Research 
april 2019 by csrollyson
Journey mapping as a tool to transform patient experience | AMS Insights
Example: legacy qualitative market research relies on few participants for interviews, diary studies & surveys: #agile #digital #ethnography improves research design by evaluating much more patient experiences
patient  customer  experience  marketing  survey  dairy  interview  traditional  healthcare  research  primary  journey  map  qualitative  knee  surgery 
april 2019 by csrollyson
An introduction to customer research (a 3,000-word guide) – Econsultancy
Solid #customer #user research how-to guide includes using #ethnographic #research with trad quantitative & qualitative research #CX
customer  user  experience  research  guide  2017  lean  guerrilla  ethnography  survey  focus  group  howto  website  tools  qualitative  quantitative  CRM  csrblogcomment  csr19 
march 2019 by csrollyson
Using Social Listening for Integrated Insights - ClickZ
Kudos: 4-step customer/user #research process precedes qualitative interviews/focus groups with rigorous #social listening #CX #ethnographic
social  media  research  2015  asia  marketing  advertising  strategy  survey  focus  group  howto  analysis  bullsi  reference  csr19  csrblogcomment 
march 2019 by csrollyson
How to Conduct Research for Customer Journey Mapping
Exceptional how-to guide for conducting qualitative customer experience research, supplemented with quantitative + links #journey #map #CX
customer  experience  journey  map  research  method  comparison  qualitative  quantitative  survey  interview  social  sentiment  analysis  howto  reference  exceptional  field  study  analytics  csr19  bullsi 
february 2019 by csrollyson
Page 17 – Patient Empowerment Network
Infographic not specific to cancer or CAR-T but useful background on how patients approach getting treatment
q1  2017  infographic  patient  sh1  social  media  research  sh2  ws1  18sbx  survey 
february 2019 by csrollyson
Signet Sibyl
Survey software for customer or employee experience or success applications
user  customer  experience  success  vendor  survey  employee  software  platform 
february 2019 by csrollyson
Independent Retailers and the Changing Retail Landscape | U.S. survey | Nov. 2017
U.S. national small local retailers talk about how big-box and online retailers impact their businesses + results may surprise you
business  economic  development  19jam  survey  usa  smb  small  owner  2017  q4  bullsi  amazon  online  local  realestate  zoning  commercial  ecommerce  chain  retail  Competition  substitution  relationship  customer  experience  community 
january 2019 by csrollyson
For-Profit vs. Not-for-Profit: Two Paths, Same Outcome
How #employee #engagement compares for #nonprofit and for-profit hospitals: nonprofits' managers seen as #caring more
employee  engagement  nonprofit  profit  comparison  2002  hospital  Statistics  survey  reference  analysis  management  caring 
february 2018 by csrollyson
2018 Edelman Trust Barometer | Exec Summary
Self-reported data via surveys so read with some skepticism
trust  survey  q1  2018  global  government  ngo  business  media  comparison  Statistics 
january 2018 by csrollyson
College admissions: Social media can actually help students - CNN
How #college #admissions depts use #socialmedia during selection process [survey]
16ccc  social  media  admission  college  ws1  highschool  apply  plan  visit  survey  2017  q1  bullsi 
august 2017 by csrollyson
Empathy Engine | Booz
Analysis, model and framework for transforming #customer #experience
customer  experience  empathy  model  analysis  research  survey  2007  service  example  booz  management  vision  transformation  sochap  drivetotrust 
april 2017 by csrollyson
Free & Beautifully Human Online Forms | Typeform
Simple survey-like form app/website for capturing people's opinions/feedback
tool  website  application  survey  form  crowdsourcing 
february 2017 by csrollyson
The Gig Economy Is Powered by Old People - Bloomberg View
New way of analyzing surveys reveals #boomers a major factor in gig economy, #obamacare link
employment  q2  2016  analysis  study  research  usa  free  agency  freelance  gig  economy  boomer  geny  government  survey  2ghcj  Statistics  comparison  healthcare  obamacare  affordable  care  act  2csra  2cdo  2sbs 
may 2016 by csrollyson
When Authenticity Doesn’t Translate | INSEAD Knowledge
Survey of engineers: Colleagues value altruism over authenticity; values #trust matter
trust  authenticity  survey  engineer  work  colleague  altruism  human  behavior  social  politics  clinton  sanders  Q2  2016  sochap  2csra  2csrollyson  value 
may 2016 by csrollyson
Here comes the modern Chinese consumer | McKinsey & Company
Survey of #Chinese consumers: details spending behavior & trends in 22 city clusters
china  culture  economy  customer  analysis  report  survey  Competition  city  sales  retail  channel  Statistics  2016  2ghcj 
april 2016 by csrollyson
Using Social Media For Customer Research
Brief insightful how-to examples of #socialmedia #ethnography: #pinterest #hangouts #twitter
social  media  ethnography  digital  google  hangout  analysis  marketing  howto  value  proposition  pinterest  image  2012  customer  twitter  survey 
march 2016 by csrollyson
How Attackers Gain Access to WordPress Sites - Wordfence
MUSTread if you host #WordPress instances/sites: Attacker stats + how-to checklist for keeping secure
wordpress  security  survey  Statistics  q1  2016  howto  guide  plugin  bruteforce  blog  software  platform  website  malware  phishing  hack  theme  hosting  exceptional  list  2csra  2execguide  2sbs  2eglii  2snr 
march 2016 by csrollyson
Majority of U.S. Employees Not Engaged Despite Gains in 2014
Irony in Gallup's 2015 U.S. stats on #employee #engagement: #management is highest, 68% disengaged overall
employee  engagement  sochap  Statistics  q1  2015  usa  human  resources  report  survey 
january 2016 by csrollyson
Social Advocacy Benefits For Both Employer & Employee | Sarah Goodall
[commented] Solid advice on #employee #advocacy + survey of professional services firms
employee  engagement  advocacy  csrblogcomment  q4  2015  marketing  study  survey  social  media  sochap  2sochap  2sbs 
december 2015 by csrollyson
Understanding Employee Advocacy on Social Media
Survey of professional services on #employee #advocacy based on small firms, doesn't address #engagement issue
social  media  employee  engagement  advocacy  report  marketing  q4  2015  survey  professional  services  firm  sochap 
december 2015 by csrollyson
What is Employee Engagement?
Easy-to-read introduction to employee experience: definition, model and measurement
employee  engagement  reference  sochap  definition  model  vendor  survey 
december 2015 by csrollyson
Customer Engagement | Gallup Topic
#Gallup #customer #experience articles & research; All findings based on surveys (what people say, not how they act)
customer  experience  research  reference  analyst  survey  usa  consumer  b2c  directory  cco  sochap 
december 2015 by csrollyson
Employee Engagement | Gallup Topic
Superb trove of #Gallup research on (mostly) USA employer-employee relationships: #careers, leadership & productivity
employee  engagement  reference  research  thought  leadership  job  career  management  performance  Merger  organization  change  survey  trust  relationship  productivity  2sbs 
december 2015 by csrollyson
Digital transformation strategy | Deloitte University Press
Deloitte/MIT research survey on #digital #transformation: using social mobile big data to change business
digital  transformation  research  survey  deloitte  2015  social  mobile  analytics  big  data  cloud  cdo  2cdo  reference 
december 2015 by csrollyson
The Top 3 Employee Engagement Drivers - Hppy Blog
Explores drivers & metrics behind #employee #engagement, cites several surveys
employee  engagement  trust  Q2  2014  metrics  statistics  management  men  women  career  geny  job  satisfaction  mission  survey  reference  sochap  leadership  culture 
november 2015 by csrollyson
Brené Brown Wants You To Wallow In Your Failure | Fast Company | Business + Innovation
Book publishes a study of people from all walks of life and how they deal with adversity #kudos #fb
development  philosophy  failure  performance  adversity  growth  2015  q3  pointofview  book  study  survey  2csrollyson 
october 2015 by csrollyson
How Signature Flight Support Built a Customer-Centric Culture
CX Case study: airline service vendor boosts #customer #experience by enhancing communications, culture
airline  travel  vendor  casestudy  customer  experience  training  culture  partner  executive  employee  q2  2015  survey  analysis 
september 2015 by csrollyson
Customer experience: Who’s in charge here? | CustomerThink
72% CEOs claim to be in charge of leading CX transformation: only 27% of colleagues agree
cco  organization  customer  experience  research  survey  2015  q3  report  summary  culture  team  executive 
september 2015 by csrollyson
Consumers love Samsung, but don't trust Apple or Facebook | CIO
Consumer survey shows trust's increasing weight in overall brand value
trust  survey  apple  facebook  Samsung  microsoft  Q3  2015  Platform 
july 2015 by csrollyson
Surprise! Consumers loathe ISPs and cable providers | CIO
2015 customer (dis)satisfaction survey finds content/access providers at the bottom; @FrankEliason sounds like a consulting oppy! #fb
customer  experience  telecom  cable  TV  ISP  survey  research  rank  comparison  q2  2015  service  comcast  at&t  consolidation  2cdo  2csra  2csrollyson 
june 2015 by csrollyson
Cancer in the Age of Social Media | Cancer.Net
Cancer doctor surveys colleagues's opinions of media coverage of cancer patient's live tweets of her terminal case
physician  oncology  cancer  pointofview  survey  doctor  social  media  q1  2014  patient  twitter  tq14  14nm 
june 2014 by csrollyson
Why do Companies with Great Customer Service Succeed? - Infographic
Some useful numbers re: #customer expectations of #service via email twitter facebook forum: incl. costs of bad #experience #fb
customer  service  usa  global  metrics  statistics  2013  analysis  social  media  marketing  sales  spend  brand  survey  facebook  twitter  forum  email  CDO  digital  2csra  2csrollyson  2sbs 
december 2013 by csrollyson
Organizing for change through social technologies: McKinsey Global Survey results | McKinsey & Company
2013 McKinsey #socialbusiness adoption survey summary: leaders maximize payoff w strategy & explicit transformation #fb
social  business  network  technology  adoption  survey  mckinsey  q4  2013  enterprise  statistics  organization  change  transformation  cdo  digital  2cdo  2csra 
november 2013 by csrollyson
Here's What The Store Of The Future Will Look Like (Hint: Not Amazon) - Forbes
[commented]POV refs customer survey & compares Amazon/Walmart/Target revenue to deduce retail stores will remain dominant
retail  omni  channel  pointofview  q4  2013  amazon  target  walmart  comparison  generation  genx  geny  millennial  value  proposition  survey  customer  csrblogcomment  digital  ecommerce  store  transformation  cdo 
october 2013 by csrollyson
Bullish on digital: McKinsey Global Survey results | McKinsey & Company
USEFUL #McKinsey research on global orgs' adoption of the digital transformation imperative
cdo  digital  transformation  survey  research  statistics  global  q3  2013  foundation  adoption  2cdo  customer  big  data  organization  management 
september 2013 by csrollyson
4 New Ways to Use Customer Satisfaction Results | QuestionPro Blog
Another innovation: analyze customers' & prospects' digital social conversations since they are rich with implicit knowledge
customer  service  experience  social  media  marketing  research  survey  integration  innovation  product  development  2013  q3 
september 2013 by csrollyson
Global Powers of Retailing 2013 Retail Beyond
Global retail analysis & report focuses on core retail strategy and operations issues rather than channels
retail  global  statistics  report  analysis  survey  2013  strategy 
august 2013 by csrollyson
InsideCounsel Survey 2013
Excellent adoption report of survey of general counsels' use of social networks, blogs, Wikipedia & social media #kudos
law  firm  professional  services  research  survey  general  counsel  adoption  blog  linkedin  video  report  2013  wikipedia  mobile  smartphone  tablet  foundation 
july 2013 by csrollyson
Workers Revolt: Forget Stocks, Give Me Lifetime Income! | TIME.com
References Bank of America survey: workers have lost confidence in stocks to fund retirement
pension  retirement  401K  q2  2013  survey  bofa  employee  employer  usa  work  culture  salary  stock  equity 
june 2013 by csrollyson
Gallup's Workplace Jedi On How To Fix Our Employee Engagement Problem | Fast Company | Business + Innovation
Excellent example of the result of using Industrial Economy practices in the Knowledge Economy: people don't need to be "managed," but guided
2blog  employee  employment  usa  research  statistics  engagement  enterprise  human  resources  hr  manager  2013  Q2  survey  2sbs  reference  sochap  organization 
june 2013 by csrollyson
Are Marketers/CIOs Responsible for Customer Centricity?
[CMO & CIO survey] How organization silos are barriers to customer-centric enterprises
pointofview  marketing  i.t.  sales  customer  enterprise  q2  2013  big  data  survey  organization  cmo  cio  statistics 
april 2013 by csrollyson
Gartner Finds Corporate Websites Still A Higher Digital Marketing Priority For U.S. Marketers Than Facebook — Just | TechCrunch
As reported, this survey is built on a false assumption: that websites and social media compete; their purposes in most cases are very different
survey  social  media  website  comparison  gartner  usa  cmo  advertising  2blog 
march 2013 by csrollyson
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