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Blog

  • Mitigate operational risk with predictive analytics

    Joe Chen, Ph.D. | Oct 3, 2019
    Customer experience management is about using CX data to impact what happens next—and there’s no better way to do that than using predictive analytics to operate in real time.
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  • 4 competitive benchmarks to help you rise to the top of your industry

    Jen Grimes | Sep 26, 2019
    Some say you shouldn’t compare yourself to others. This may be true in your personal life, but when it comes to your business, if you don’t know where you stand, how can you begin to get better?
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  • Any way you slice it, every customer touchpoint impacts brand loyalty

    Derrick Cline | Aug 15, 2019
    People love pizza. So much so, the average American eats 23 pounds of it every year. And while third-party delivery continues to disrupt the restaurant industry as a whole, many pizza lovers still opt to get their pies the old-fashioned way
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  • Does your customer experience strategy provide true CX insights—or just data points?

    Todd Leach | Aug 7, 2019
    If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their promise to deliver.
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  • Premium, standard, or value—which grocery segment is winning in CX?

    Derrick Cline | Jul 2, 2019
    Food and beverage consumer behaviors are rapidly evolving. Disruptions like the rise of online meal kit subscriptions, the expansion of convenience store offerings, and the increased usage of third-party delivery are changing the way people get their food—and no one is feeling the impact quite like the grocery industry.
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  • How grocery brands can weather disruption from subscription meal kits

    Zach Brown | Jul 1, 2019
    Between family life, busy careers, long commutes, social commitments, and (if you’re lucky) some much-needed down time, it’s no surprise that convenience has become the top motivating factor driving purchase decisions.
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  • How is third-party delivery affecting your bottom line?

    Michele Vance | May 1, 2019
    From QSR to casual dining, third-party delivery has been disruptive across the restaurant industry. Following the launch of our longitudinal study in late 2017, we’ve kept a close eye on this trend, the evolving behavior of delivery customers, and how restaurant brands are managing delivery.
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  • Fresh-and-prepared food: The next generation of grocery

    Zach Brown | Mar 28, 2019
    Today’s definition of a “homemade” meal is a bit different than it was 10 years ago. Sure, there are still plenty of cooking aficionados who spend hours preparing elaborate dinners, but slow-cooked sauces and scratch-made dishes are becoming more special occasion...
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  • 3 ways data science is driving text analytics innovation

    Dennis Ehrich | Feb 12, 2019
    If you work with data, you’ve probably noticed the phrase “data science” being thrown around a lot more frequently as of late.
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  • Patriots take home Lombardi trophy—but who won the retail battle?

    Derrick Cline | Feb 7, 2019
    While the halftime performance and big-budget commercials drew mixed reviews, nearly everyone can agree that the game itself, though still technically football, was pretty lackluster.
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  • Who is the c-store customer + what are they buying?

    Katie Cofer | Nov 6, 2018
    The look, taste, and reputation of convenience stores (c-stores) aren’t what they were 10 years ago—and they’re not going to be the same 10 years from now. For the past decade, c-stores have been improving and innovating their food and beverage offerings—developing specialty menu items and re-inventing the c-store customer experience.
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  • It’s not just about fuel anymore—c-stores bring more to the table

    Derrick Cline | Oct 9, 2018
    Gas stations of the past had a bit of a stigma. They were a pit stop—a place to fuel up, buy a lottery ticket, and use the restroom (if you dared). If you were hungry, options were pretty limited to prepackaged items like beef jerky or a bag of chips—so if you wanted something more substantial, it usually required another stop at the closest fast food joint.
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  • Who are your cross-channel customers? It’s a big question.

    Paul Tiedt | Aug 8, 2018
    Since eBay and Amazon launched in 1995, e-commerce has represented a lot of things for traditional retailers. First, unfamiliar territory. Then, endless opportunity for some (and end of days for others). Now, in the age of the cross-channel customer journey, it’s table stakes for customer conversion.
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  • The sudden rise of third-party delivery + where brands are falling short

    Michele Vance | Aug 2, 2018
    Life is hard—dinner shouldn’t have to be. That’s the basic principle that’s been driving the convenience economy in the restaurant industry for decades. Today’s consumers are ordering through mobile apps with food delivered right to their doorsteps—but a lot can happen in between.
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  • Whole Foods customers: Only half impressed with Amazon Prime Day

    Derrick Cline | Jul 26, 2018
    It’s been more than a year since Amazon acquired Whole Foods—a merger that promised to change the brand of the American specialty supermarket chain. Along with daily discounts exclusive to Amazon Prime members, more and more stores are offering pick-up lockers (AMZN.O) and free delivery for Prime customers. One of the more notable changes was last week’s first-ever Whole Foods Prime Week promotion.
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  • Opportunities to win customer loyalty are cleverly disguised as problems

    Jacqui Mueller | Jul 17, 2018
    Delivering a seamless, problem-free experience from start to finish is typically the end game when it comes to serving customers. Who doesn’t want to wow their customers right out of the gate? But as we all know, sometimes the best intentions can fall short. When that happens, don’t panic and declare defeat. We’ve got some good news for you: if you play your cards right and use technology to your advantage, this could actually be a good thing.
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  • When CX meets Rx: How flu season impacts retailers + consumer behavior

    Paul Tiedt | Apr 26, 2018
    From lining up to get shots to shunning anyone who so much as coughs, people go to great lengths to avoid the perils of flu season. While we’re all aware of how we might be personally affected, we thought it would be worthwhile to gauge the impact on retailers by seeing how consumer behaviors shift during these hazardous months. With the worst flu season in 8 years mostly in the rearview mirror, we used our market intelligence tool BrandGeek® to analyze behavioral data and customer experience feedback across retail segments that sell prescription (Rx) and over-the-counter (OTC) medications.
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  • CX pros provide valuable program insight

    Shad Foos | Apr 17, 2018
    We’re a curious bunch. We recently surveyed more than 150 CX pros to understand their company’s CX program priorities and performance. And we learned some pretty cool stuff.
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  • Little Caesars’ “If Crazy Happens” giveaway was a slam dunk with customers

    Derrick Cline | Apr 6, 2018
    Little Caesars may have lost a bet on March Madness, but they still came out as winners. The pizza chain promised free Hot-N-Ready lunch combos if a No. 16 seed beat a No. 1 seed in the NCAA men’s basketball tournament. It seemed like a safe gamble—an upset of that caliber hadn’t happened in 135 games—but on March 16, No. 16 University of Maryland-Baltimore County beat No. 1 University of Virginia in the first round. So Little Caesars made good on its word, and promptly announced the “If Crazy Happens” giveaway.
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  • On stage with Postmates: Tapping into the third-party delivery market

    Michele Vance | Mar 22, 2018
    Imagine: you’re having a “can’t-leave-your-desk” day at work, when you realize the leftovers you brought from last night’s dinner suddenly sound stale compared to something fresh from that new restaurant everyone’s raving about. Thanks to third-party delivery vendors, there’s an app for that (actually, there’s quite a few!). While this convenience is great for you as a consumer, it can present hurdles for you as a business owner—especially if your location is already slammed at lunch and not fully equipped to handle delivery orders.
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