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The Alida Journal

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Best practices, thought leadership, getting the most out of the Alida platform, and our perspective on all things CXM and insights.

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Overcoming the CXM plateau: Take customer experience to new heights

Creating a better customer experience is great for business, so it’s no wonder that so many brands ...

CXM

Fall 2020 Product Release: Alida CXM and Alida Analytics

IT’S TIME TO DOUBLE DOWN ON CUSTOMER EXPERIENCE At the beginning of 2020, Vision Critical made the ...

4 ways digital CABs drive business value

Customer advisory boards (CABs) are a great way for organizations to sit down with their ...

Customer Insights

Bias Is a Four-Letter Word

"Members of an insight community are biased. Survey results aren’t really representative. ” We hear ...

Best Practices

Becoming Alida

Q&A with Senior Director of Brand, Kristin Dorsey

Q&A

3 challenges in improving patient experience and satisfaction

Health care is no longer different than many consumer-driven industries in that it’s not immune to ...

Customer Experience
Healthcare

Going Beyond the Survey

A Q&A with Crystal Miceli, Vice President of Products Q: Don't companies have enough data now in ...

NPS

The secrets of Gymshark’s customer-centred success

With businesses fighting hard to re-engage their customers in the wake of the coronavirus ...

Retail

The Value of CX (Part 2): Advancing the Maturity of CX

A Q&A with Crystal Miceli, Vice President and Head of Product Management Q: In your last post, you ...

CXM

Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

CXM

The Value of CX: Why We Need To Start Talking About NPS Again

A Q&A with Crystal Miceli, Vice President and Head of Product Management

Customer Experience
NPS
CX

How Virgin Money UK Listens and Responds to Rapidly Changing Customer Needs

Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, ...

Customer Experience

Could California Become an EU Data Privacy Darling?

The California Consumer Privacy Act (CCPA) has been in force since January 1. I’ve written ...

Security, Trust & Transparency

A Statement from our CEO, Ross Wainwright

The events of the past week have been difficult to process and put into words. I want to foremost ...

The CX Divide: How to Overcome the Gap between Lip Service and Action to Get Executive Buy-In for CX Investment

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the ...

Customer Experience

Best Practices for Financial Services Survey Activities during COVID-19

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up ...

Best Practices
Customer Experience
Employee Engagement
Customer Insights

Best Practices for Survey Activities during COVID-19

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with ...

Best Practices
Customer Experience
Employee Engagement
Customer Insights

Did You Hear That? The Importance of Listening during Uncertain Times

We’ve heard it said over and over again: these are unprecedented times. Every interaction—from the ...

Customer Experience
Employee Engagement

Spring ’20 Release Extends Reach & Engagement with Launch of Touchpoint and More

Today marks the second product release of 2020 for Alida. It’s been a quarter like no other as ...

Product Innovation

Building Community in Tough Times with Insight Communities

It is in the difficult times when we see the best in people and the best in community.

Best Practices
Insight Communities

Insight Communities Help Brands Connect During COVID-19

Last week, we provided our customers with a complimentary survey template that could be used to get ...

Insight Communities

How SMUD Uses Customer Insights for Product Innovation

For SMUD, a community-owned, not-for-profit electric service provider in Sacramento, California, ...

Product Innovation

Getting Pulse on Employee Needs During COVID-19

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for ...

Employee Engagement

Why User Research & User Testing Are So Important

In today’s world, seamless user experience (UX) is fundamental to driving online conversions and ...

Product Innovation

Our Commitment to Employees and Customers During COVID-19

As the world prepares for, and responds to, the Coronavirus (COVID-19) outbreak, we want to express ...

6 Ways Condé Nast Uses Insight Community to Drive Value

As more and more companies put customers at the heart of business decisions, insights and feedback ...

Customer Insights
Insight Communities

Browser Cookies and Teen Pregnancy: Data Privacy Primer

General Data Protection Regulation (GDPR) enforcement began in the European Union (EU) 18 months ...

Security, Trust & Transparency

Condé Nast’s 3 Steps to Building a Global Insight Engine

“We were flying blind. We didn’t have consistent data, we didn’t know much about our global ...

Customer Insights

3 Marketing Best Practices To Improve Customer Experience

Today, an organization's ability to competitively position and differentiate depends upon the ...

Customer Experience
Marketing

How Red Bull Strengthened Customer Engagement

As we rang in the new decade, January 1st brought the effective date of the California Consumer ...

Security, Trust & Transparency

Alida Sparq® Winter '20 Further Enables Brands to Excel in Customer Trust

It’s hard to believe we are already at the end of January and what a compelling first month of 2020 ...

Customer Experience
Customer Centricity
Product Innovation

Still Unsure about CCPA Compliance? We Can Help

We’ve passed the threshold of January 1, and a lot of businesses are still confused about CCPA ...

Security, Trust & Transparency

Canadian Tire + Salomon: CX Success with Data Integration

According to a recent Forrester report, “consumers are more aware than ever that companies collect ...

Customer Experience

How to Show the Impact of Your Insight Community... and Scale It

Recently I wrote about how planning for insights can help you be more customer-centric when ...

Best Practices
Customer Insights
Insight Communities

A Message from Our CEO, Ross Wainwright

The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception ...

The Best Ways to Share Insights with Stakeholders

Recently, our Director of Professional Services, Lisa Ketola, shared some information about a ...

Best Practices

How to Build an Insight Roadmap for Customer Centricity

An insight roadmap is a plan to keep your organization focused on customer centricity. It brings ...

Best Practices

What Marketers Should Know about Privacy and Security

Last month the Alida leadership team joined current and prospective clients in San Francisco for ...

Marketing
Security, Trust & Transparency

How VMware, Stitch Fix, and Red Bull Leverage Insights

At our very own Insights Day event in San Francisco, some of our most successful customers—VMware, ...

Customer Insights

How VMware Partners with Customers to Design Products

With an open dialogue with customers, companies can accelerate and de-risk product innovation by ...

Product Innovation

How Global Brands Unlock Valuable Customer Insights

On September 24, over 100 insights, marketing, product, and CX professionals gathered in New York ...

Customer Insights

How to Use Your Sparq Insight Community for Your Design Sprint

Product professionals are increasingly leveraging the design sprint process to expedite their ...

Best Practices
Customer Insights
Product Innovation
Insight Communities

A Day in the Life of an Insight Community Manager

Running an insight community is as much about attitude as it is aptitude. To succeed, a community ...

Best Practices
Customer Experience
Customer Centricity
Insight Communities
Voice of Customer

Lessons for Businesses from the First Big GDPR Fines

When the GDPR came into force in 2018, one of the biggest questions on everyone’s mind was, “What ...

Security, Trust & Transparency

DMPs, CRMs & CDPs: What Are They & Why Care?

There are so many acronyms in the software space and this can make it difficult to know what DMPS, ...

Business Strategy
Marketing
Voice of Customer
Technology

Twitter's Top 10 Tips for Member Engagement

Twitter knows a thing or two about engagement. They launched Twitter Insiders, run on the Alida ...

Best Practices
Customer Engagement

3 Principles of Refinery29's Best-in-Class Insight Program

With a global audience in excess of 249 million, Refinery29 is largely regarded as the preeminent ...

Customer Insights

How Manulife Is Improving Customer Experience from the Outside-In

Established in 1980, Manulife Singapore provides insurance, retirement, and wealth management ...

Customer Experience

Guiding Principles of Customer Advocacy

As business and technology evolve, it’s vital that companies move from being business-driven, ...

Customer Relationships
Customer Insights
Voice of Customer

7 Ways to Get Consensual Feedback from Millennial Women

Bustle Digital Group's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG ...

Customer Insights

Earn the Right to Ask for Ongoing Customer Feedback

“How do you keep people engaged when you’re collecting ongoing insight?” is a common question we ...

Best Practices
Customer Engagement

The Evolution of Customer Advocacy at VMware, Inc.

Introducing the voice of the customer into every facet of VMware’s business is one of the most ...

Customer Experience
Customer Centricity
Customer Insights
Product Innovation

Data Privacy Isn't Just about GDPR Compliance

Europe’s landmark privacy regulation, GDPR, celebrates its first anniversary on May 25. Established ...

Security, Trust & Transparency

How to Be Customer-Centric in the Age of Privacy

In today’s day and age of GDPR and the California Consumer Privacy Act (CCPA) companies are facing ...

Customer Centricity
Security, Trust & Transparency

Agile Product Development with Rapid Ongoing Insight

Customer validation is a key part of agile product development. It helps you understand whether you ...

Product Innovation

Bridging the Gap between Personalization and Privacy

With endless concerns surrounding data privacy and safety, companies today are faced with a new ...

Security, Trust & Transparency

Shorten Customer Feedback Loop for Product Development

Yearly, 30,000 new consumer products are launched.

Product Innovation

Considerations Before Employee Insight Community Launch

For many of our customers, the concept of engaging with their employees in a community is very new. ...

Best Practices

Roles Involved in Running an Insight Community

In this post, we summarize the roles and responsibilities of those involved in the development and ...

Best Practices

Stakeholder Engagement

Paramount to getting the most value from your Insight Community is the need to engage your ...

Best Practices

Open-Ends: What Are Some Creative Ways to Use Them?

The goal of an effective survey is to capture evaluations based on the voice of the consumer. In ...

Best Practices

How Community Management Can Build Member Satisfaction

When building an ongoing community management plan, consider what kind of relationship your brand ...

Best Practices

How Insight Communities Support Product Development

Product teams can fuel the development tunnel with continuous member feedback in addition to being ...

Best Practices

Building Deeper Member Profiles

Developing deep member profiles over time is one of the most valuable aspects of having your ...

Best Practices

Employee Insight Communities

Some organizations engage their employees beyond the standard annual satisfaction survey, because ...

Best Practices

Benefits of a B2B Insight Community

B2B audience are harder to engage - simply put. Recruiting members for B2B communities tends to be ...

Best Practices

Multiple Administrator Best Practices

Insight Communities run by several different departments and/or in multiple geographic regions ...

Best Practices

The Difference between Customer Intelligence, Data, and Insights

It used to be that traditional methods of market research, typically slow and costly, were the only ...

Customer Insights

Data Science and Look-Alike Modeling with Canadian Tire

Data science. Look-alike modeling. Training predictive models.

Big Data
Customer Centricity

The Value of Open Ended Feedback

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is ...

Customer Experience
Customer Insights
Product Innovation

10 Ways to Promote Stakeholder Hub Content

1. Share content links in at least 2 other places Content needs to be easy to find and at people's ...

Best Practices

Q&A with CX Journey’s Annette Franz

More and more companies today are investing billions of dollars in customer experience (CX) ...

Customer Experience
Q&A

How research teams can lead the business: Lessons from Red Bull’s Shopper Insights team

From strategic planning to brand positioning, customer insights have the potential to inform ...

CPG
Customer Insights
Marketing

Insight Community Invitation Email Best Practices

Create a recruitment invitation that will stand out to your customers and encourage them to click ...

Best Practices

Want to Boost Your Engagement?

Throw in a Fun Question If Buzzfeed has taught us anything, it's that you can predict where you ...

Best Practices

3 Examples of Customer-Centric Product Development

Henry Ford supposedly said that if you asked customers what they wanted, they’d say “faster ...

Product Innovation
Technology

Stakeholder Hubs: 4 Best Practices to Hit the Ground Running

You are doing an incredible job in leveraging your community, building deep knowledge of your ...

Best Practices

How 4 Industry-Leading Brands Use Insight to Improve CX

The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we ...

Customer Experience
CPG
Customer Insights
Retail
Technology

Common CX Strategy Mistakes and How to Avoid Them

Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to ...

Customer Experience

How often should I post to my Hub?

About 1-2 times a week.

Best Practices

Why is Shareback Important?

Sharebacks close the feedback loop for members participating in studies. By acknowledging your ...

Best Practices

Anatomy of an Excellent Recruitment Survey

Your recruitment survey is one of the most important steps to building your insight community, in ...

Best Practices

Naming Your Insight Community

The name you choose for your insight community will help establish a brand and identity that your ...

Best Practices

Distribution Best Practices

Follow these best practices when you're ready to deploy your activity. Keep in mind that each ...

Best Practices

Member Hubs: Review Analytics

One of the most challenging parts of rolling out a new initiative is trying to measure success ...

Best Practices

Member Hubs: Launching a Member Hub

Once you've completed an internal launch and incorporated any feedback you received, you'll be ...

Best Practices

Member Hubs: Internal Launch

An internal launch helps you share your vision with your team mates, as well as acts as a test-run ...

Best Practices

Discussion Forums: Best Practices Once You Are Up and Running

You don’t need to be a professional focus group moderator to run a discussion forum. It’s more like ...

Best Practices

Member Hubs: Styling Your Member Hub Posts

On average most of you will only read 28% of this text, and that’s only if you’re actually ...

Best Practices

Member Hubs: Adding Content

If you’re just getting started with your Hub it might feel overwhelming to dive into content ...

Best Practices

Activity Design Best Practices

Running activities on an insight community requires a transition in thinking from traditional and ...

Best Practices

Think "Mobile First" for Survey Design

Today’s empowered customer chooses whether or not to respond to our request to participate in our ...

Best Practices

Member Hubs: Setting Hub Goals

Before you launch your Member Hub you’ll want to define your goals and set a range of key ...

Best Practices

Difference of Customer Centric vs. Customer Focused

I was recently asked about the difference between customer focused and customer centric. For many ...

Business Strategy
Customer Centricity

How to Avoid the Spam Filter

  In a recent report on cyber crime it was estimated that more than half (59%) of the world’s email ...

Best Practices

Community Health Reviews: Why and How To Do Them

In this post we explore how you can use of your community metrics to ensure you are maintaining a ...

Best Practices

Using Social Media to Recruit Members

Leveraging social media for your recruitment is a great way to engage with your existing digital ...

Best Practices

Community Management: An Overview

This overview helps to introduce the basic principles of community management, why it's important, ...

Best Practices

Recruitment Sources: Where Do Members Come From?

Before you launch your community you’ll need to build a list of potential members to invite. You’ll ...

Best Practices

Building a Great Community in the Sports Industry

In this example, one of our clients in the sports industry used creative recruitment tactics to ...

Best Practices

Tips for Managing Insight Communities

Whether you're new to your community or a master of engagement, we have a handbook of tips just for ...

Best Practices

13 Stunning Stats on the Growing CX Leadership Gap

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong ...

Customer Experience

Why Shopper Insight Is a Valuable Ingredient for CPG Companies

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery ...

Business Strategy
Customer Experience
CPG
Retail

4 Ways Technology is Changing Consumer Behavior

The venture capitalist Marc Andreessen once said that software is eating the world. You don’t have ...

Business Strategy
Customer Insights
Technology

13 Customer Loyalty Stats + Why Loyalty Programs Fail

When it comes to their relationship with brands, customers prefer to be polygamous. A 2016 report, ...

Business Strategy
Customer Experience
Customer Loyalty
Marketing

4 Types of Online Communities & Best Practices on How to Use Them

Online communities are now mainstream business tools. A 2014 report from the analyst firm Demand ...

Business Strategy
Customer Experience
Employee Engagement
Customer Insights
Product Innovation
Insight Communities
Marketing

5 Examples of Brands Driving Customer-Centric Innovation

According to the Huffington Post, 70 percent of companies that deliver outstanding customer ...

Marketing

5 Brands That Used Transparency in Marketing and Won

According to the 2016 Food Revolution Study, 94 percent of consumers say transparency is important ...

Marketing
Security, Trust & Transparency

Guide: How to Improve End-to-End Customer Experience

For many business leaders today, improving the end-to-end customer experience is the number one ...

Customer Experience

3 Tips on How to Improve Customer Experience Strategy

In a recent webinar with Alida, digital analyst Brian Solis shares what companies need to do to ...

Business Strategy
Customer Experience

13 Stunning Stats about Product Innovation

The New Coke. The Arch Deluxe. Amazon’s Fire phone.

Product Innovation

Why Direct to Consumer is Becoming Important in Retail

One of the largest retailers in the world is doubling down on direct sales. According to Market ...

Marketing

Customer Intelligence in the Mobile World: How to Achieve Mobile-First Research

At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile ...

Customer Insights

6 Experts on Which Companies are Customer Obsessed

Many companies today claim that they are "customer obsessed." But if we really think about it, most ...

Business Strategy

4 Reasons Competitive Analysis Should Go Beyond Industry

Where do you rank compared to your competition?

Marketing

Tips for Survey Design and Execution

Every year since 2008, Alida has showcased the insight communities that are 'best-in-class' and ...

Customer Engagement
Insight Communities
Marketing

How to engage community members

Every year since 2008, Vision Critical has showcased the insight communities that are ...

Customer Engagement
Customer Insights

The Pros and Cons of Word Clouds as Visualizations

In the last week I've completed reports for two separate clients that included word clouds as a way ...

Customer Insights
Marketing