Get CX like Starbucks Have you ever wondered how a company like Starbucks got to be so good at customer experience (CX)? We have found that a key to great customer experience comes through active and engaged brand communities that are able to provide dialogue between the customer and business, which fuels innovation and change. This innovation can come in the form of a new product or service that was needed but perhaps overlooked by management....

When a luxury car company experiments with a technology like online communities to help gather market research and continues to expand year after year with that technology, you must conclude it is paying off. That is what happened with Mercedes-Benz who first began using online communities in 2008 with Generation Benz. Generation Benz was created to engage Generation Y customers. The community was created as an invite-only forum and allowed members to gather around their love for...

It can be difficult to build engagement in your online community The most commonly asked question that we hear is how can a company build engagement in their online communities? We see it time and again, a company decides to get a community, and they see high levels of excitement within the management, people are signing up daily to join the community and then a few months pass by and the engagement stagnates or worse begins...

Customer Experience Matters in Online Communities While researching and writing this article, I decided to Google “Customer Experience and Communities.” What I found is that while companies and corporations are using buzzwords like customer experience (CX) or user experience (UX), that many companies still don’t walk the talk. While clicking through the links, I came upon one page that had a pop-up bubble for a live chat. I responded that I was just looking for articles...

Product Development Insights Last week I was shopping with my 12-year-old relative who is a smart, active, sixth grader who enjoys spending her time dancing. Her mother is also very active, and enjoys yoga and like any yogi knows, Lululemon is the go-to store for yoga active wear. Lululemon went on to open a store where children under the ages of 14 could get their own active wear, called Ivivva. The store offers such activities as...

Rebranding can be a necessary step in changing the trajectory of a company. However, it does come with some measure of risk. Rebranding when done right seeks to take the successful aspects of a company’s service or product and carry those forward into the future, while shrugging off the failures of the past. Problems arise when the management in charge of the change fail to consult and test with the target audience. It seems rather simple,...

Good customer service cannot be underestimated Sometimes these blog  posts are more cathartic than one can imagine. Recently I was having coffee with a friend and he began telling me his customer experience nightmare. His story is a first-hand account of what happens when customer service goes horribly wrong. I asked him if he would mind sharing his account for this article. But the most interesting part was asking him how he would feel the situation...

If they had to vote in the upcoming U.S. Presidential election, about 41% of Saskatchewan residents would check the box for Clinton! August 19, 2016 Hillary Clinton has a favourable position among Saskatchewan residents, with only 17% saying they would cast their ballot for Trump. Another 16% would vote for an independent candidate while 26% said they are not sure who to pick! So, Insightrix wants to know- If YOU had to vote in the U.S. election,...

Research shouldn't be a race If there is general agreement that obtaining customer input on your business is critical, why do so many companies have trouble with the execution of obtaining that research information? I was reminded of this after reading a recent article entitled, You only get one chance to talk to customers, right? The author, Matt Champagne does a tremendous job explaining the common errors that organizations commit when it comes to creating a...

Microsurveys In a recent article by Tom Lancaster entitled Six Reasons Why Microsurveys Are a GRIT  2016 Trend to Watch, the CTO for InCrowd discusses how micro surveys have gone from being a talked about approach in research to being real and present today. Like most trends in technology, the emphasis seems to be on staying simple, short, and requiring less than a few moments of attention. Microsurveys seem to meet each of those criteria, and...