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Business

BusinessInterviewVoice of the Customer

Customer interviews: Christian Niederauer, Director of Strategic Insights & Consumer Affairs at Colgate-Palmolive

In this edition of the Voice of the Customer, we welcome Christian Niederauer, Director of Strategic Insights & Consumer Affairs for Europe at Colgate-Palmolive. Colgate-Palmolive is a Fortune 500 global consumer goods company based in the US with around 34,500 employees and revenue in 2020 of $16.5B, serving hundreds of millions of people around the globe. With Christian, we talked about the relevance of customer feedback for the business nowadays, how and why Colgate-Palmolive became…
Lucia Manetti
15/04/2021
BusinessFood for thoughtMarket Research

Sentiment Analysis is Killing the Focus Groups: The Disruption of Market Research

The rise of new technologies is changing the way we do market research. Old methods such as focus groups are about to fade away, paving the way for faster, cheaper and more accurate research tools. Let's see what's going on. The time has come for focus groups  "Video Killed the Radio Star" was declared during the 80s. Now television is about to be killed by Twitch and YouTube while the development of game-changing technologies happens…
Lucia Manetti
14/04/2021
BusinessConsumer GoodsMarket ResearchVoice of the Customer

Oral Care VoC Report: What’s Best for Electric Toothbrushes

By 2027, Fortune Business Insights projects that the oral care market will reach $38.9 billion. This rapidly expanding market share is drawing more industry leaders into the field of oral care. What are the reasons behind this huge expansion? Some researchers point to the rising rates of dental disease. Poor diet and a growing reliance on fast food might be partly to blame. Technological developments in oral care might also be contributing to their popularity.…
Lucia Manetti
31/03/2021
BusinessMarket ResearchVoice of the Customer

How Consumer Reviews Influence Sales

83% of costumers trust peer buying recommendations and consumer reviews over brand advertising. Consumers have always had the power to support—or not support—brands with their wallets. The digital domain has ushered in an era where bad customer experiences can ruin your brand image faster than ever before. Today’s consumers are empowered by far-reaching social networks. Your potential customers are creators—and critics—thanks to social media. Consumers have a powerful voice. They’ll take to the digital domain…
Lucia Manetti
25/03/2021
Business

How to start your CX program to meet today’s customer expectations

In its Customers 2020 report, the consulting firm Walker suggests that customer experience (CX) will surpass other brand characteristics like price and product. Most brands are aware of the importance of CX, however, they fail to make the right improvements, or they lack the necessary knowledge to implement transformative change in their organizations. As a result, this prevents them from creating the best CX. Due to the fact that customer interactions are happening at every stage of…
Mike Ruini
22/10/2020
Business

Redefining What it Means to Understand Customer Experience

According to a recent survey by Gartner, companies that have seen a positive revenue growth collect more customer experience data than non-growth companies. However, collecting direct feedback from customers is only half the story of customer sentiment, especially with increased opportunities for the customers’ voice to be heard through multiple channels. Unsolicited feedback, such as online reviews on e-commerce platforms, contact center logs emails and chat, or any other free text messages, offer a wealth…
Wonderflow
15/10/2020
Business

5 ways in which customer feedback helps organizations create more effective marketing campaigns

Customer feedback is crucial in managing customer satisfaction and loyalty, in customer retention, improving products and services, and in many more areas of your business, including marketing. In the coming months and years, marketers who don't have a deep understanding of their audience are bound to miss opportunities. Although hypothesizing what your customers need and the reasons behind the choice to purchase your product is important, it is not enough. You also need data to…
Wonderflow
06/07/2020
Business

How to avoid data waste

VoC analytics programs are designed to drive your company's success. However, a lot of the time, customer feedback analytics programs are inefficient because a lot of them produce much data waste.  Many companies collect vast amounts of data. Most of the time, it gets sent to the company's headquarters and gets collected in the Data Warehouse, and that's it. Sometimes some will be pulled together to release 'vanity metrics' like the number of social media…
Wonderflow
23/06/2020
Wonderflow invites Kurt Daniel, CEO of UbersmithBusiness

Putting your customers front and center – An interview with Kurt Daniel

For today’s WonderTalk, we are joined by Kurt Daniel, the CEO of Ubersmith. Kurt has impressive experience in the software and SaaS industries. He has worked at companies like MongoDB (a startup now worth $12 billion) and other successful startups and larger companies, including Worklight (which was acquired by IBM), Parallels and Microsoft.  We recently had the pleasure of welcoming Kurt to Wonderflow’s advisory board, which makes this the opportune time to sit down with…
Wonderflow
09/06/2020
Business

Customer feedback as competitor analysis

Understanding your customers through customer feedback is the best way to get to know what they really think about you. As well as being a powerful weapon in your CX program, customer feedback is also a great way to find out what customers think about your competitors too. In this blog, we'll look at using customer feedback for competitor analysis and see how it can link to your overall strategy. Firstly we'll look at the…
Wonderflow
25/05/2020

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