CX LabNotes Blog ( March 2014 )

Our blog features the latest views from across our business. Subscribe to have each post sent directly to your inbox.​

Infographic: can in-store tracking be risky business to your customers?

March 26, 2014

Last time you entered a store, did you think about who might be watching you? Or how a retailer could know that you talked to two store associates for a total of three minutes, picked up three different products but … Continue reading

Adobe Summit

March 25, 2014

Digital has reinvented marketing. Adobe Summit helps marketers reinvent themselves. Sounds a lot like what customer feedback can do to transform organizations. Adobe is a pretty sweet event, one that’s always been on the must attend’s of our tradeshow calendar. Not … Continue reading

How UMB leverages feedback to create unparalleled customer experience

March 20, 2014

  Recently, we sat down with Terry Kincheloe, the Senior Vice President & Interactive Marketing Director at UMB Financial Corporation (UMB) to get the scoop on how UMB uses insights from OpinionLab to provide an unparalleled, quality experience for its … Continue reading

Customer opinion index performance: healthcare

March 18, 2014

Today we wrap up our 4-part series looking at findings from our most recent Customer Opinion Index (COI) report. We’ll be turning our attention to the Healthcare industry and analyzing COI trends in that space. Healthcare customer experiences certainly went … Continue reading

San Francisco eMetrics

March 17, 2014

It’s officially tradeshow season! And we’re headed to our next stop, San Francisco eMetrics. eMetrics Summit is “Big Data for Marketing!” From early adopters leading the effort to those still in discovery mode, this is the only comprehensive event dedicated … Continue reading

Retailers: your surveys are making customers suffer

March 7, 2014

Retailers are becoming very familiar with it, and customers have long been suffering from it–survey fatigue. If you frequent our blog, it’s a message we’ve been shouting from the rooftops practically since inception. In today’s omnichannel world, capturing customers’ opinions … Continue reading

Customer Opinion Index performance: Airline and travel

March 6, 2014

This is the third in our four part series breaking down findings from our latest Customer Opinion Index (COI) report. Today, we’ll take a peek at customer experience and customer feedback trends in the Airline and Travel industries. The Airline … Continue reading

American Eagle looks beyond loyalty to drive omnichannel experiences

March 5, 2014

“You need to look at your current process and say that sucks, we don’t want to suck.” Did that get your attention? It definitely got mine. It’s part of a message from David McBride, Sr. Director of Omnichannel Analytics (two … Continue reading

eTail West 2014

March 4, 2014

You might have heard…we’ve been having a bit of a “winter” here in Chicago, where you’ll find our company headquarters. Luckily for some of our event and sales team, they’ve packed their bags for warmer weather in the lone star … Continue reading

A fantastic customer experience doesn’t end with the sale

March 3, 2014

In-store pickup, same-day delivery, packaging–no matter how your customer is buying, reserving or receiving their purchases, the customer experience doesn’t end after the ‘buy’ button is clicked. If you’re a retailer (be it eTailer, brick-and-mortar or even mom and pop … Continue reading

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