Guide & eBooks

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Download one of our guides or eBooks highlighting best practice customer experience trends across different industries.

Strategy Guide: Solving the mobile CX equation

Three steps to help you thrive in a mobile world In 2015 alone, U.S. consumers purchased some $67 billion in goods on their smartphones. Factoring in the contributions of smart devices to the entire purchase cycle, mobile is estimated to have …

Strategy Guide: How actionable VoC helps you improve store performance

Despite popular belief to the contrary, physical stores are still as important as ever. Recent research highlights how nearly 40% of consumers make purchases inside a physical store once a week compared to just 27% who do the same online. Similarly …

eBook: Five steps to improve your customer journey maps with VoC

The customer journey map is an essential tool for companies needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently …

Strategy Guide: Six customer journey mapping best practices

Many rely on customer journey mapping to provide the deeper insights required to deliver a consistent and enriching customer experience. Download our Strategy Guide to find out: the value of a customer journey map to your business six best practices for customer journey …

Strategy Guide: Customer initiated engagement

Seven reasons customer-initiated engagement needs to be part of your VoC strategy Customer Initiated Engagement is rapidly gaining ground among today's global leaders because it delivers more actionable customer insights than traditional surveys, without any risk of …

eBook: Five strategies to build lasting customer relationships for retailers

Solve for customer X(perience): OpinionLab's answer to the VoC equation Retailers in particular depend on brand champions: loyal, repeat customers who double as grassroots advocates, spreading the word through social media and throughout their daily lives. In this eBook, OpinionLab outlines …

eBook: How financial services providers can turn CX into competitive advantage

The biggest challenge to the financial services industry is customer loyalty, and few things affect customer loyalty more than a consistent and high quality customer experience (CX). With this eBook, find out how OpinionLab enables you to pinpoint exactly where …

Strategy Guide: How to leverage your VoC for an optimal online experience

Implement a website optimization strategy that boosts engagement, traffic and conversions. As your main touch point with your customers in this digital world, your website is the primary face of your business and critical to your success. …

Strategy Guide: A CX guide for financial services providers

Only 10% of retail services providers in the financial sphere consider themselves innovation leaders. OpinionLab shows you how to turn digital disruption into a competitive advantage with our CX Guide for Financial Services.

Strategy Guide: A CX checklist for retailers

Retail consumers today are more knowledgeable and empowered than ever, inevitably leading to a more demanding marketplace with little room for error. mCommerce, or mobile shopping, has been a key trend, with 20% of all online sales in 2014 taking …

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