Kapiche

We’re Launching Our 2024 Insightful Leaders Webinar Series! 🚀 Join us for our first hot topic, ‘The Responder Crisis: The End of VoC as we Know it?’. In an era when customer survey response rates and quality are rapidly declining, we must rethink our approach to our Voice of the Customer and market research survey strategies. Discover the underlying reasons for falling response rates (hint: it’s not survey fatigue❗) and the broader implications for your business strategy and VoC programs. Join in the discussion with Peter Harris, Chief Research Officer at Advantage Group, and Ryan Stuart, CEO at Kapiche, as they define what best-in-class VoC and Research programs should look like in 2024. This session is essential for MR and VoC professionals seeking to navigate the responder crisis and take their programs to the next level with true customer understanding. 🗓 Reserve Your Spot Now! https://lnkd.in/gK3-FUNm

Been wondering how other companies structure their Voice of the Customer (VoC) programs? Curious about the inner workings of a successful VoC strategy in the entertainment industry? 🎢 Join Robert Young, Commercial Insights Analyst at Village Roadshow Theme Parks, and Ryan Stuart, CEO of Kapiche, to dive deep into the successful Voice of the Customer program at VRTP in the latest webinar in our Insightful Leaders series. 🔍 What to Expect: Strategic Insights: Discover how VRTP integrates CX metrics with operational data to drive daily operations and strategic decisions. Org-Wide Engagement: Learn about the effective communication strategies that ensure buy-in from all organizational levels, accelerating feedback implementation and enhancing guest satisfaction. Measuring ROI: Explore how VRTP measures the ROI from customer experience improvements. Real Stories: Hear about Robert’s firsthand experiences, detailing the successes and lessons learned along VRTP’s journey. You'll take away practical strategies that you can apply to drive the success of your VoC program for effective organizational change. Save your spot at the link in comments 👇 #CustomerInsights #VoiceOfTheCustomer #CXStrategy

Do your surveys fall short on delivering meaningful insights? The key often lies in understanding the psychology behind decision-making, and how customers recall experiences. Our CEO, Ryan Stuart penned some thoughts on lessons we can take from behavioral science, and how memories are formed. Understanding the interplay is critical to building out a successful VoC program. Highlights include: - Understanding human bias in feedback - Leveraging open-ended questions - Optimizing free-text feedback analysis ✍🏼 Enjoy the article? Let me know in the comments below!

Too many questions on your survey? These rules of thumb should help you trim things down. In fact, here’s my list of questions you should NEVER ask. ❌ Do not ask the question… If you have no ability to do anything about the answer. Have no plans to update your pricing structure? Better to not ask about how satisfied customers are with your pricing. ✋🏼 Do not ask the question… if you already have the answer. Asking “when did you buy from us?” is lazy. It outsources your work to the customer. You already have this answer in your database. So, stop being lazy. ⏱ Do not ask the question… if the time to answer exceeds the customer’s touchpoint with you. A transactional purchase on Amazon does not deserve a War and Peace length survey. This creates a poor experience, when they may have had a positive one in the first place. You might feel that you need to keep all your questions to inform business decisions… But to create a great survey experience, you should reduce the number of questions you ask above all else.

Proud to be sponsoring what could be Australia's best #CX & #CustomerInsights event! See you all there!

Is this really the end of VoC as we know it? 😧 Join us next week to find out.... #CX, #CustomerInsights & #VoC folks, register below 👇

Take a peek at our first-ever Brisbane #InsightfulLeaders dinner. We're extremely grateful to all of the folks who attended the dinner at Rothwell's in the city for the incredible food and company. It was wonderful to see Brisbane's growing #customerinsights and #VoC community come together to share stories and build connections! Keep an eye out for the next events coming to Melbourne & Sydney soon! 👀

Insights teams: How are you adapting to ever-changing (and growing) customer expectations? The rules of the competition keep evolving. Gone are the days when the game was played solely based on price or quality. Now, companies find themselves competing amongst cultural shifts, technology, and evolving business paradigms. And today's digital landscape means customers are constantly benchmarking. Their reference isn’t just your direct competitor – it's their best experience with any company. This convergence of factors not only presents a challenge to existing models but also creates significant upside for those companies that embrace change. As the strategic landscape shifts, one thing is certain: Companies rooted in deep customer understanding will emerge as the champions. In this world, where customer expectations are ever-changing, the value of customer insights professionals cannot be overstated. Your ability to extract actionable intelligence from data is what will differentiate winners from the rest. It's about being proactive, not reactive and using solid data to guide business strategy. The insights you provide are instrumental in creating tailored experiences that resonate with and retain your customers. As you navigate the complex and evolving customer environment, your role is crucial in equipping your company with the foresight to lead confidently. Are you ready? #customerinsights #customerexperience #businessstrategy

How Kapiche is responding to some of the ‘trendy’ AI advancements in the feedback analytics industry…. #customerinsights #genai #NLP

Insights leaders: Have you considered how you can apply behavioral science to improve your VoC program significantly? We hosted a webinar recently where we heard from 2 different organizations doing exactly this, and their results have been impressive so far. The interest in this webinar was huge, and the panelists had some excellent points for discussion. Check it out in the comments below.