Lessons Large Enterprises Can Learn from Small Business’s Customer Journeys
Lessons Large Enterprises Can Learn from Small Business’s Customer Journeys
Understanding a Customer’s Journey is pivotal for a business, irrespective of its size, in order to draw insights into customers’ experiences along with the perceptions they draw when interacting with the company.
Small businesses, in particular, are pivotal for lea…
Helping The Direct Selling Association (DSA) Members Transform Digitally for Long-Term Growth
Helping The Direct Selling Association (DSA) Members Transform Digitally for Long-Term Growth
The Direct Selling Association (DSA) has selected Gold Research Inc, a leading customer journey and member experience research firm, to help its global members successfully digitally transform and position themselves for long-term growth.
“By par…
Improving the Patient Experience – Post COVID
Improving the Patient Experience – Post COVID
The COVID pandemic has frozen many industries, but one that urgently needs attention is the healthcare industry. With over 2 million infected people in the US there is a great deal of fear and concern about visiting hospitals and other healthcare facilities by the rest of the population. Hospital…
Is Word-of-Mouth More Important than Advertising?
Is Word-of-Mouth More Important than Advertising?
Is Word-of-Mouth More Important than Advertising?
“Mad Men” popularized the glory days of advertising which dominated marketing 101 for decades. In the world of customer advocacy, digital marketing and social media, does advertising have the same clout as “Word-of-Mouth” marketing?
This is…
Using Customer Insights to Focus Employee Improvement Efforts
Using Customer Insights to Focus Employee Improvement Efforts
For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe. The topic rises to the top of the C-Suite agenda during time…
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