Making Voice of Customer Actionable

Legacy Voice of Customer tools have an inherent actionability problem.  There are two primary reasons for this: 1. Despite the name “Voice of Customer” the reality is that most tools only capture a small fraction of what’s inside a customer’s head. Even if the tools were awesome at actioning (they aren’t), they would still feel

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Perception vs. Reality

We will often revisit the basics when we first start to work with a client. Inevitably, even foundational facts such as ‘who is on our site’ wind up being different from the prevailing internal assumptions. Of course, when you have the most foundational assumptions wrong, everything built on top winds up being suboptimal. For example,

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Live Webinar with BounceX — Filling The Behavioral Gaps

While we can generate a wealth of deterministic data from our onsite behavioral testing–there are always going to be gaps. Brands need to granularly understand intent and site context, and sometimes that requires asking our audience the right questions at the right time. Not only can you use targeted surveys as a means to gather behavioral data,

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Examining From Multiple Angles

Clients will often come to us to say “We’re redesigning so-and-so tool/page/journey and we’d like to use customer feedback to inform some key decisions.” The advice we invariably give is to examine it from multiple angles. What does that mean? You can break down your learning into discreet questions. Any one question alone gives you

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Here are our top 5 predictions for 2018.

1/ Companies will evolve voice of customer programs from measuring satisfaction to driving satisfaction. Legacy customer feedback tools focus on measuring satisfaction. When I say ‘measuring satisfaction’ I mean asking questions like “How satisfied are you with our company/site/app?” It’s good for trending aggregate results, but not so good at informing day to day business decisions. Instead of ‘How satisfied are

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Why Progressive Profiling Engine?

Our approach to building tech products is more creative than technical. Our first product, 360 Insights, certainly has a number of technical innovations. But the true innovation is looking at an age-old problem of better understanding customer needs from a completely new perspective (that is, rather than sifting off a tiny fraction of users and

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Enhanced Targeting, Enhanced Workflow, Enhanced Formatting!

Today we announce three key features and a handful of optimizations and bug fixes to enable even better user feedback collection. Targeting Based On A User’s Previous Responses Clients are now gathering feedback from users to inform their business decisions; that’s awesome. But what if they want to dig deeper to ask follow-up questions whether

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Using Custom Data For Advanced Targeting

As customers get more mature in how they leverage Pulse Insights, they often want to ask questions of increasingly targeted groups of users. For example, a client may want to ask questions of: Customers who haven’t purchased anything in the last 30 days Customers who have an internal attrition risk score above 70% Customers who

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5 listening habits that can transform your business

Knowing when and how to ask for something is just as important as knowing what to ask. The sooner we appreciate that, the better response and insights we’ll enjoy when talking to customers. To help them on their way towards better and faster learning, here are five listening habits I encourage every researcher to adopt:

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Do you believe? How this question leads to customer action

For over 20 years, companies have been asking their website visitors plenty of questions. Too many, in fact. But they have largely failed to ask one of the most powerful questions of all: “Do you believe?” When you ask that one question, a world of opportunity opens up. First, knowing the answer to that question

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