Kapiche

We’re excited to announce that Kapiche has been shortlisted for the Best CX Partner (Technology & Advisory) award at The CX Awards! This recognition celebrates the innovative work we’ve done with Reflections Holidays to uncover the true $ value of an NPS point. Matthew Hann and the team’s forward-thinking approach to CX truly has driven transformative improvements, and we’re proud to have supported them in bringing this vision to life! 😎 A huge thank you to the Reflections team for trusting us on your CX journey! We can’t wait to see the winners announced soon! #TheCXAwards

During a recent Insightful Leaders session, we delved into the evolving landscape of customer feedback and the need to shift our reliance away from traditional surveys, to unsolicited feedback channels. Customers are increasingly sharing their unsolicited feedback, across various platforms like social media and review sites and to your support centre. ⚡ Takeaway: Diversify your feedback collection methods. Leverage social listening tools to capture unsolicited feedback and integrate this data with your survey results. This holistic approach will provide a richer, more accurate understanding of customer sentiment. For more in-depth insights, watch the full webinar at the link in the comments.

In our recent webinar, we explored the intersection of behavioral science and Voice of the Customer (VoC) strategy. One key takeaway was how understanding customer behavior at a psychological level can drastically improve feedback analysis and actionability. 🔍 Insight: Traditional feedback methods often miss the deeper, underlying motivations behind customer responses. By integrating principles from behavioral science, we can decode these motivations and design more effective customer feedback systems. 💡 Actionable Tip: Start by incorporating behavioral prompts in your surveys to elicit more honest and insightful responses. Questions framed around feelings and motivations can reveal much more than direct queries about satisfaction. Check out the full virtual session at the link in the comments below! #VoC #CustomerFeedback #BehavioralScience #CX #CustomerExperience

Check out how incorporating behavioral science strategies revolutionized RAC WA's Voice of the Customer (VoC) program. By understanding the psychological drivers behind customer feedback, Steven Hill and his team were able to: - Uncover deeper insights into customer motivations. - Design more effective feedback systems. - Enhance the overall customer experience. 🔍 Insight: Behavioral science provided a framework for interpreting customer feedback on a deeper level, revealing the true motivations behind responses and enabling more targeted actions. 💡 Actionable Tip: Follow Steven's lead by integrating behavioral science principles into your VoC strategy. Use techniques such as behavioral prompts and nudges to gain more honest and insightful feedback from your customers. 📹 Watch the full discussion here

Think your VoC program needs an overhaul but not sure where to begin? If this sounds familiar, don’t miss our next virtual session! Join Emma W., Head of Customer Insights and Engagement at PEXA, as she shares how her team transformed their VoC program, made friends with AI, and started driving real, results-focused change that got their execs on board ✅ Emma's bringing her wealth of insights and experience to show you exactly how to make your VoC program a game-changer. PEXA's journey is proof that reimagining and refocusing on a customer-centric, results-driven program can have a huge impact 💥 📅 When: This Wednesday, 8 am AEST (Tuesday, 3 pm PT) 📍 Where: https://lnkd.in/gt2BQsmY Don't miss this chance to learn from the best!

Transforming Customer Insights: The Michaels’ Maker Circle Story When Deborah Walker joined Michaels Stores as Director of Consumer Insights, she revolutionized their approach to gathering customer feedback. Gone were the days of ad-hoc methods like scoping out competitors' shopping bags or informal knitting groups. Instead, Deb launched the 'Michaels Maker Circle' - a community-driven insights program that started with a simple idea: 💡 For a new in-store 'makerspace', rather than sending executives to interview customers, Deb created a 3-day pop-up community 💡 They recruited actual shoppers, sent them on 'missions' to explore the space and share feedback 💡 The agile process went from concept on Tuesday to results by Monday This innovative approach grew from 160 members pre-COVID to 3,500 passionate makers today. The community now delivers an estimated $800,000 in value from insights projects, for just a fraction of that in investment. Key takeaway: Building an engaged customer community can transform your insights process, delivering richer feedback faster and more cost-effectively than traditional methods. #CustomerInsights #CommunityEngagement #RetailInnovation #VoiceOfCustomer

In our latest webinar, Steven Hill shared an insightful approach to enhancing his Voice of the Customer (VoC) program by incorporating Daniel Kahneman's theory of memory vs. experience. This psychological principle highlights the difference between the actual experience of an event and the way it is remembered. 🌟 Insight: Steven explained that customers often base their feedback on their memory of an experience rather than the experience itself. This distinction is crucial because memories can be influenced by peak moments and the end of the experience, rather than the overall experience. 💡 Actionable Steps: Identify Peak and End Moments: Steven's team focused on identifying and enhancing the peak moments and the final interactions customers had with their service. Feedback Timing: By strategically timing feedback requests to immediately follow peak moments and positive conclusions, they were able to capture more accurate and favorable feedback. Experience Design: They redesigned key customer touchpoints to ensure memorable positive experiences, thus improving the overall perception and memory of the customer journey. 📈 Results: This approach led to a significant increase in customer satisfaction scores and more actionable insights from customer feedback. Watch the full discussion here ➡️ https://lnkd.in/gcHcwiyC Takeaway: Leveraging Kahneman's theory can transform your VoC strategy by focusing on the moments that matter most in shaping customer memories. Implementing these principles can help create more memorable and positive customer experiences, leading to better feedback and higher satisfaction. Have you tried something like this with your surveys? What were the results?

CX leaders - go live with us! Our CEO, Ryan Stuart, is going live with Richard Hawker to debate why making reliable customer decisions is such a challenge for CX leaders — and how to change that. They'll talk through: - How to integrate operational data with customer feedback to build a genuine understanding of your customer landscape, leading to smarter decisions; - The hurdles and opportunities in aligning sentiment data with other internal data sources, and creating a unified approach; and - Tactics for breaking down silos and overcoming internal pushback. 🎬 Tune in live to hear fresh strategies for making smarter customer decisions. https://lnkd.in/gAwC2wh3

Struggling to get executive support for your insights program? Deborah Walker of Michaels Stores revealed her secrets for building buy-in at the highest levels. Check out these 3 proven strategies to elevate the role of insights in your organization, and turn executives into your biggest advocates.

Want to know how Michaels Stores boosted their customer insights program and drove real business impact? Here are some top takeaways from our webinar earlier this month: ✅ Expanded touch points from 3 to 7 to get a more holistic view of the customer journey ✅ Built an engaged 3,500 member "Maker's Circle" community for rapid insights ✅ Linked NPS scores to average order value, showing higher NPS = higher spend ✅Used insights to optimize store layouts and website taxonomy based on customer behavior Don't let valuable customer insights go to waste. Use them to drive tangible business results at every step of the journey.