CX LabNotes Blog

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

The power of a community of critics

September 25, 2015

Listening to the Voice of your Customer is an intoxicating proposition. The results of effort put into developing solutions to help them take advantage of an opportunity or meet a challenge come into pinpoint focus in a single moment of …

When did listening to customers become so complicated?

August 31, 2015

When did listening to customers become so complicated?Asking your customers what they thought about your brand used to be pretty easy. Easy for you, at least, because you defined the “when”, “where” and “how”.If you wanted your customer’s perspective on …

The arrival of omnichannel requires a new approach to CX

June 16, 2015

In today’s world of pervasive mobility and connected screens, it’s becoming more and more common for a customer’s interaction with a brand to span multiple channels, even for a single transaction. Research and comparison on a smart phone, scanning reviews …

Our latest Customer Opinion Index Report is live!

April 14, 2015

I'm very excited to announce that we just published the latest edition of our Customer Opinion Index (COI) benchmark report, which is now available for download on our website. This exclusive report from OpinionLab tracks 60+ customer experience …

The importance of customer community

March 27, 2015

An interesting phenomenon enjoyed by many leading brands is that as you deliver value to more and more customers, a customer community of interest forms around your brand.Some are obvious.Have your ever walked by an Apple Store the week before …

Free your mind: Voice of Customer

March 12, 2015

A guest blog post by Bill Bruno, CEO of Stratigent, a market leader in multi-channel analytics.When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: …

Why are CX diagnostics important?

March 6, 2015

As a client-side marketer, before joining OpinionLab, I was already very attuned to the importance of customer experience, or CX, as a key market differentiator for brands. According to a recent Gartner study, 89% of marketing leaders said they …

We’ve landed at eTail West 2015

February 17, 2015

Created by retailers for retailers, eTail West has one goal in mind. Transform retail. Together.It's a one-stop shop for eCommerce and multi-channel retail innovators that covers topics like digital engagement, mobile, …

Our Winter Release extends our track record of VoC innovation

February 12, 2015

From its inception through to the present day, OpinionLab has always put a high value on innovation. Innovation is central to our value proposition and is integral to our business culture. …

The shopping destination of the future: the Mall

January 13, 2015

American shopping malls are iconic institutions, born in the 50s and the quintessential centerpieces of teenage culture in the 80s. Who can think back to the mall madness of …

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