CX LabNotes Blog

So long surveys [infographic]

August 28, 2014

Survey says: there’s a paradigm shift underway when it comes to capturing the voice of the customer. Since Richard Dawson revealed his first set of survey results on Family Feud, a major shift in public receptiveness to surveys has occurred. … Continue reading

It’s more than just patent 8,775,237

August 5, 2014

OpinionLab has always been a company heavily invested in innovation. It’s been in our DNA since the moment of inception (officially our story began around a dining room table), and that deep commitment to innovation has applied to more than … Continue reading

Here it’s called the Voice of Customer Action Pledge

July 9, 2014

I’ve had Forrester on my mind for the last few days. Over that time period, the venerable research agency has had several extremely interesting things to say about the Voice of Customer industry. In a series of presentations at the … Continue reading

Forrester’s Forum for Customer Experience Professionals East

June 24, 2014

Welcome to a new, more competitive era for CX. From now on, it’s not enough to think you know your customers–you have to really know what they care about most. After all, it’s that what customer experience is all about? We … Continue reading

Latest COI Report for eight key industries is announced

June 5, 2014

OpinionLab is excited to announce the release of its latest Customer Opinion Index (COI) Report. For those who are new to this blog, OpinionLab’s quarterly COI Report peers through the lens of real-time customer feedback to break down customer experience … Continue reading

How will OpinionLab power change in your organization?

May 21, 2014

If you’re an OpinionLab client used to seeing the familiar [+] feedback symbol, you associate that rotating plus with real-time, page-specific insight and actionability. You rely on OpinionLab to collect, analyze and leverage customer feedback across all brand touch points. … Continue reading

In-store cell phone tracking pits consumers against retailers

April 21, 2014

There’s a big difference between choosing to share your data and being monitored without your consent. This gut desire for transparency is increasingly at odds with the reality of business today. Take retail. New technologies now allow retailers to use … Continue reading

Should rightsizing be retail’s next big step?

April 8, 2014

When was the last time you went to a mall? For me, it was over the holiday season when I hesitantly performed pick up and drop off duties for my family. Usually packed to the gills during peak holiday times, … Continue reading

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

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