Is customer indifference contrary to a positive customer experience?

In 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.

brent flandersAugust 24, 2023CX, Technology, Insight, In-Context, Digital Transformation, Data

Unveiling the Missing Ingredient: Enhancing Grocery Store Profits with Data-Driven Strategies

Grocery 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.

brentflanders@icloud.comJuly 28, 2023cx, #cexp, Technology, SaaS, Survey, Digital Transformation, #data

Awakening Brick-and-Mortar Brands: Unveiling the Importance of Addressing Blind Spots

In 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.

brentflanders@icloud.comJuly 28, 2023cx, #cexp, Technology, Survey, SaaS, #data

Return on Investment: Direct vs. Indirect

Return 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.

brent flandersSeptember 2, 2022ROI, SaaS, Technology, Survey, Retention

Seth Godin: What to Count

So 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.

brent flandersAugust 15, 2022Survey, Technology, Capture, In-Context, Understand

Digital Innovation 101: A New-Age Upgrade to Provide Your Business Invaluable Insight

Digital 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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