The volatility of the airline business, navigating oil prices, the environment, exchange rates, etc.makes CX investment decisions very challenging. Monetising NPS and creating a calculator to identify economic return enabled us to gain buy-in for US$4 million of CX improvements only a few weeks after implementation (such as more comfortable seating, tastier flight meals or more engaging in-flight entertainment). A series of interviews with key stakeholders helped create engagement with the project, and identified needs and challenges. The business needed a single framework that was consistent, simple and accurate. By using a Voice of the Customer data collection programme, integrating data from multiple sources and analysing the data from multiple perspectives, we were able to link flight touch-points to NPS which, in turn, linked to customer churn and revenue. Teams now use an interactive calculator to identify the return to the business by inputting target segments, market conditions and expected change in touch-point performance. This attaches a monetary return to CX and teams quickly secured investment of US$4 million.
What drives trust (and mistrust) in tech companies? Learn how to use narrative analytics to understand the drivers of trust and win customers across the globe with better values, strategies and offerings. In addition to the Trust case study, the presenters will describe now they have used narrative analytics to better understand and appeal to target audiences and will describe how you can start with these techniques either with in-house tools or by partnering with providers.
What drives trust (and mistrust) in tech companies? Learn how to use narrative analytics to understand the drivers of trust and win customers across the globe with better values, strategies and offerings. In addition to the Trust case study, the presenters will describe now they have used narrative analytics to better understand and appeal to target audiences and will describe how you can start with these techniques either with in-house tools or by partnering with providers.
This paper shares the experience of a pilot set up by Intel and Ipsos to build an ongoing framework for instant insights that can aid different stakeholders to explore rapid activation with micro-targets, sitting within the company ecosystem and not as an external truth. This paper shares the journey of how we got there.
This paper shares the experience of a pilot set up by Intel and Ipsos to build an ongoing framework for instant insights that can aid different stakeholders to explore rapid activation with micro-targets, sitting within the company ecosystem and not as an external truth. This paper shares the journey of how we got there.
The analyses provide a better understanding of the future of AR and VR within marketing strategies. By understanding consumers appetite for virtual and augmented reality, quantifying the size of the viable market and getting to know the target groups that are most open to these technologies, companies can capitalise on this growing trend. It is our belief that this connected data approach can be used for all manner of insight purposes. Profiles add colour and depth to descriptions of target audiences. Data tracking brand health from BrandIndex helps explore longitudinal trends amongst target groups. Our connected dataset can then be further enhanced with custom data. Brands and agencies can drive their success only if they tell a story that consistently resonates with their audiences. In the future, the only way this will be possible is by utilizing multiple channels that will blend into one reality. The most successful brands will be those who embrace innovation and have a deep understanding of consumers, which they place at the heart of their innovation strategies. They will use consumer data to isolate the most responsive and receptive audiences, targeting them with using rich data to reduce wastage and build trust.
The analyses provide a better understanding of the future of AR and VR within marketing strategies. By understanding consumer's appetite for virtual and augmented reality, quantifying the size of the viable market and getting to know the target groups that are most open to these technologies, companies can capitalise on this growing trend. It is our belief that this connected data approach can be used for all manner of insight purposes. Profiles add colour and depth to descriptions of target audiences. Data tracking brand health from BrandIndex helps explore longitudinal trends amongst target groups. Our connected dataset can then be further enhanced with custom data. Brands and agencies can drive their success only if they tell a story that consistently resonates with their audiences. In the future, the only way this will be possible is by utilizing multiple channels that will blend into one reality. The most successful brands will be those who embrace innovation and have a deep understanding of consumers, which they place at the heart of their innovation strategies. They will use consumer data to isolate the most responsive and receptive audiences, targeting them with using rich data to reduce wastage and build trust.
Thus the proactive research was able to effectively utilise technology, passive techniques and leverage internal and secondary data available to deliver quality and on the go insights leading to improved engagement and increased revenue. There was also no compromise on the quality in spite of the end to end quick research TAT of less than two months.
In the age of performance and programmatic marketing, advertisers have come to expect speed, agility and accuracy in everything from target audience understanding, to communications planning, and measuring campaign effectiveness. This paper details ways to integrate declaration-based insights from survey data with near real-time behavioural insights from other sources. These two data sets can work together to create one powerful dataset that retains the best of both outputs to deliver new and exciting opportunities to engage today's media savvy, and often media fatigued, consumers. Three data integration projects are shared as case studies.
Target consumers for many Chinese manufacturers are based internationally, and accessing an accurate view of their audience is more imperative than for those living in the same culture as their market. As Chervon expands further into the US and Canada with the plan for the first battery powered ride on lawn mower, the need for consumer data in the form of tangible, actionable insights was identified. The geographical disconnect is the case for many Chinese manufacturers. As trade agreements face tension under the new US presidency, it has never been more imperative to understand the audience and maximise market share for the future.