The 5 Habits of Highly Successful Customer Experience Professionals

The | October 4, 2019 | Sponsored

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This research, one of the largest studies in the industry, led Confirmit to identify five habits of highly effective CX professionals. Throughout this eBook, you will find practical lessons you can put into action today to help you be a more effective and successful CX practitioner, and understand how to identify success in a CX

Spotlight

Blue 449

Blue 449, the Open Source Media Agency is one of the five brands of Publicis Media. Our open source philosophy means operating at the intersection of media, ideas, data and technology to deliver inventive, collective progress for their clients. The Blue Collective, like-minded individuals and organisations from across the globe, provide additional expertise and inspiration as do the global practices of Publicis Media. Led by Andras Vigh, Global Brand President, Blue 449 operates in 14 markets, 22 offices and will expand further during 2017. We employ over 1200 employees.

OTHER ARTICLES

How Artificial Intelligence Is Changing Social Media Marketing

Article | February 17, 2020

Every time you open Instagram, there are some new ads for you. All these ads relate to what you search for. You move to the explore section and can find thousands of related posts that interest you. But, how is that possible? This is not just the story of Instagram but pretty-much every social media platform today. If you are somebody who has no idea how this is happening, you are probably unaware of the intervention of AI (Artificial Intelligence) into the world of social media. Nowadays, social media platforms are thinking and acting like humans as well as rationally.

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10 Do’s and Don’ts of Market Research Translation

Article | February 17, 2020

Most influential organizations need international market research as it helps formulate growth strategies and decision-making processes. Market research translation allows businesses to understand clients’ expectations, conduct competitive analysis, make educated business decisions, and much more. Surveying multilingual consumers is challenging in multiple ways, requires language expertise, and has zero room for errors. A single mistake, miscommunication, or misunderstandings can adversely impact a company’s progress in local and international markets. Many organizations hire business translation services firms for their expertise in the sector. Here are some do’s and don’ts of translating market research to understand the complexity of the task. The Do’s: 1. Native Speakers When translating surveys, questions, and instructions, working with native speakers allows questionnaires to sound more natural and helps respondents feel comfortable when answering. Additionally, having native translators who have or are living in your target research area will help them understand the respondents better. Your translators will understand the local language and colloquialisms as well as make the questionnaire easily accessible. 2. Background Information Your market research translation services firm should have all the necessary background information to understand your research scope and objective, along with ensuring its accuracy. Your translators should know what kind of information you need from respondents to ask the correct questions in the target language. In addition, the linguists who translate the answers would also require a complete discussion to comprehend the precise meaning of the statements made. 3. Avoid Leading Questions Ensure that your survey has minimal leading questions, if any. Such questions decrease the accuracy of your research by guiding respondents toward specific answers. Typically, leading questions might confuse your respondents. They might answer in a different way than they would in normal circumstances. This may alter your research results and give you an erroneous image of the local market, which can impact your company’s positioning adversely in the long term. 4. Review of Target Participants Depending on your survey region, you may need to adapt your research methods to include real-time conversations, phone interviews, besides online questionnaires. You may need to create new classes of participants for your study due to population structure variations. If required, you can reorganize your target audience categories, their number, and how you contact them. 5. Test Study Methods Your business translation services team should test the questionnaire on a sample before you go live to ensure that all your respondents understand the instructions and questions. This also helps you avoid vague messages and poorly translated, indistinct questions. Invest some extra billing hours in testing to ensure the accuracy of your research. The Don’ts: 1. Not Going Beyond Word-to-Word Translation Market research documentation involves surveys, questions, videos, interactive content, and more. Along with terminology and grammatical rules, translators require details, like the respondents' voice pitch, body language, and idiomatic expressions for successful translations for the project. 2. Overlook Cultural Aspects Researchers cannot ask the required questions or conduct a qualitative analysis of the answers without cultural insight. They simplify communication between the respondents and the translator and enable you to represent the local market accurately. Integrating cultural nuances into the research helps you create an emotional connection with the respondents and results in more accurate answers for your analysis. 3. Ignore Data Security Adhering to data security protocols builds trust among your local audience and reduces the risk of problems with local authorities. If your questionnaires have sensitive data, avoid any data security breaches. This builds trust among your local audience and reduces the risk of issues with the law. If you take assistance from a language service provider, they should ensure that your research results and the respondents’ data are protected. Usually, your translation agency will have strong data security measures to keep your files safe and secure. 4. Forgetting to Proofread Translating market research involves concepts that cannot always be compared in all languages, brand perceptions that differ with the region, varying local social norms for communication, and several other aspects that influence the translation and localization process. Get survey results checked and proofread by the research team before sharing them with your management and stakeholders. This ensures that analysts use accurate data to make their predictions and removes any mistakes from the document. 5. Have Fixed Deadlines Your market research results will determine your product launches, fresh marketing strategies, and development. Proper documentation for multilingual market research needs time and patience, as rushing through the entire process can be counterproductive. Rushed translations and skipping critical phases of research might result in the omission of essential data and altering the analysis results. This could lead to a false assurance that pushes you in the incorrect course. Multilingual market research requires translating both the instructions and surveys that enable you to investigate local markets and local respondents' data.

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How To Translate Key Marketing Data into ROI for Your Brand

Article | February 17, 2020

"Marketing ROI is far from an exact science," says Ashley Schuetz, vice president of marketing at Massage Heights. "It needs to be looked at holistically because it is so challenging to attribute one specific marketing vehicle to an overall conversion." Franchise brands must know their core customer and the value of that customer to decide on marketing and measurement tactics and strategies - and then be ready to adjust and measure again and again. The right data can help brands select key performance indicators (KPIs) that correlate with the company's strategic goals. These can include increasing sales or conversions, raising brand awareness, or boosting website traffic, for example. Once that is decided, the next task is to craft strategies to target the right customer with the right message at the right time - and find ways to measure and analyze the results.

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What a load of noise

Article | February 17, 2020

My focus, however, is not on the things we should be investing time and money in, but more the people responsible for doing it. The people that already had strained practices when they were in the office. When they were in huddles dealing with the demands of trading but now (with the past few weeks of childcare, homeschooling, back-to-back online meetings and low social interactions), these people are asked to go again. As the demand for online has increased significantly, so has the demand for these people to work harder, longer and with these added dynamics around them. HR Supporting programs are not as hands on as they were in office based situations, lack of social interactions reduce the 'storming norming' effect and yet expectations are up; which all leads to lower production capability.

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Spotlight

Blue 449

Blue 449, the Open Source Media Agency is one of the five brands of Publicis Media. Our open source philosophy means operating at the intersection of media, ideas, data and technology to deliver inventive, collective progress for their clients. The Blue Collective, like-minded individuals and organisations from across the globe, provide additional expertise and inspiration as do the global practices of Publicis Media. Led by Andras Vigh, Global Brand President, Blue 449 operates in 14 markets, 22 offices and will expand further during 2017. We employ over 1200 employees.

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