What’s your scoreboard? Understanding how your business scores (grows) or is defeated (atrophies) is largely determined by the experience your customers perceive. This ultimately leads to customer retention or attrition. An epiphany to some, it should be the guiding principle for all businesses.
Read MoreThe process of capturing marketing data should strive to minimize hypothesis and confirmation bias. This has proven to be a significant challenge for many marketers. Data that guides marketing toward success should remain agnostic and independent. If the goal is to confirm preconceived notions rather than genuinely understand opinions, there's little value in collecting such data. Therefore, marketers must objectively answer whether their aim is to influence opinions or gain insight before designing and implementing any data capture processes.
Read MoreIn the pursuit of gauging customer satisfaction, businesses often solicit feedback from both content and disgruntled customers. Mostly, the latter category is prevalent. Satisfied customers typically ascend the ladder to becoming advocates before openly expressing positive feedback. The most perilous scenario centers around the indifferent customer, who remains invisible. Conventional survey methods struggle to reach them. The rise of an indifferent customer segment can severely impair a business's return on investment. Attempts to counter the void left by indifference with steep discounts and sales might not yield a successful recovery.
Read MoreWhile traditional surveys had their place in gathering customer feedback, they often lacked the depth, speed, and context provided by digital transformation.
Read MoreReal-time IoT (Internet of Things) customer experience (CX) capture kiosks can significantly disrupt the traditional survey mold by offering a more immediate, interactive, and contextually relevant way to gather customer feedback.
Read MoreBlindspots in a grocery store are akin to hidden termites slowly undermining a building's foundation. Just as termites operate unnoticed within walls, blindspots can quietly weaken a store's stability and success.
Read MoreOverall, investing in providing excellent customer experiences can yield tangible returns, including increased revenue, enhanced brand reputation, and higher profits for brick-and-mortar businesses.
Read MoreAs smaller form factor grocers continue to disrupt the grocery industry with their unique approaches, integrating CX measurement technology, such as Tapyness, can be a game-changer in enhancing their success. By leveraging data-driven insights, personalization, real-time feedback, and staff training enhancement, these grocers can create a shopping experience that delights customers and fosters long-term loyalty.
Read MoreGrocery stores are a vital part of our daily lives, catering to our fundamental sustenance needs. However, despite their consistent demand, many grocery stores find it challenging to maximize their profits. While numerous factors contribute to this issue, some key elements are often overlooked. Tapyness will explore the missing ingredients costing grocery stores greater profits and discuss potential strategies to address these challenges.
Read MoreIn today’s fast-paced, technology-driven world, brick-and-mortar brands face an ever-increasing challenge in staying relevant and competitive. As the digital landscape evolves, businesses must awaken to the presence of blind spots that might be holding them back from realizing their full potential. Tapyness will explore why addressing these blind spots is essential for the survival and success of traditional brick-and-mortar brands.
Read MoreIn today’s hyper-competitive business landscape, customer experience (CX) has become a key differentiator for companies striving to stand out from the crowd. Providing exceptional customer experiences fosters customer loyalty and attracts new customers through positive word-of-mouth. To achieve this, businesses must harness data-driven insights’ power to understand their customers better. Among the myriad CX measurement platforms available, one solution has been consistently recognized for its innovation and effectiveness: Tapyness.
Read MoreBespoke customer surveys refer to custom-made or tailored surveys designed to gather specific feedback and insights from a particular group of customers or target audience.
Read MoreIs continuous improvement merely a slogan, or is it a company tenet?”
Read More“What do I wish I knew about my customers that I don't know how to find out?”
Without the technology tools to capture valuable customer information, are businesses forced to make blind assumptions about customer sentiment? In most cases, the answer is yes.
Read More“They don’t know what they don’t know." (...and their management and operating practices are built to keep them from finding out)
Read MoreOur Tapyness research team is constantly segmenting business categories and verticals for deep study to better understand customer attitudes toward them that are often not openly visible to common methods of capturing this information.
However, despite the wide range of technology available to capture customer sentiments, enterprises usually don't discover that their customer service is deficient until significant damage has been done to their reputations.
Read MoreA majority of businesses are not prepared for digital transformation. One study found that 60% of businesses' digital modernization programs are not ready for the future. Even with the rapid development of modern digital technologies like cloud infrastructure and automation, many companies have yet to adopt them. One reason behind this is not knowing how or where to start the digital transformation journey.
Read MoreReturn on investment (ROI) is a performance measure used to evaluate the efficiency or profitability of an investment or compare the efficiency of a number of different investments. ROI tries to, directly and indirectly, measure the amount of return on a particular investment, relative to the investment’s cost.
To calculate ROI, the benefit (or return) of an investment is divided by the cost of the investment. The result is expressed as a percentage or a ratio.
Read MoreSo many choices. So many sorts of metrics, critics and measures.
Perhaps it makes sense to count things where the counting tells us how to do better next time.
And to count things that let us know how much risk we can take next time.
Or to calibrate our judgment about the market.
But it makes no sense at all to count things over which we have no control, and which teach us nothing about the future.
Counting our luck (good or bad) doesn’t make us luckier.
Read MoreDigital innovation is using technology to enhance your business. This involves everything from automated processes and bookkeeping to streamlined checkouts and personalized customer care – and everything in between. With the right technology, you’ll save time, money, and energy. It’ll be easier to meet goals as well as grow your business. You don’t necessarily need a great deal of expertise or large investments either.
In this mini-guide, Tapyness explains digital innovation, including offering several suggestions on making your business better:
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