Voxpopme

Asda

Success story:

How Asda used Voxpopme to bring retail customers into the board room and in front of the C-suite

Research Challenge

Asda is one of Europe’s leading retailers, serving up groceries to the British public since the 1960s. Part of the Walmart family, Asda's full range of services now encompasses everything from food produce to household goods, financial services and everything between.

Asda's mission to help shoppers ‘Save Money and Live Better’ underpins its approach to business. So, when the retail giant wanted to gain a deeper understanding of the 18 million customers who shop in its stores every week, they turned to VideoCX by Voxpopme.Asda had long believed in the power of customer feedback with numerous surveys gathering statistics about millions of individual customer experiences annually. However, to truly understand their customers, the customer insight team wanted to go beyond typical survey responses and see the stories behind their scores by integrating video into their CX program. Thanks to existing CX data, a high-level understanding of customer challenges and preferences was already available. However, Asda needed VideoCX to add depth, emotion and authenticity to their feedback to reveal the “why” behind shoppers’ perceptions and opinions.

 

Solution

To get even closer to the customer and truly understand their experiences with frontline support, Airbnb incorporated video feedback into their transactional feedback surveys using VideoCX.

Adding open-video questions into existing surveys afforded customers with an opportunity to express themselves beyond the confines of a text box and provide more in-depth insight and added context. For Airbnb, an integration into transactional surveys quickly made video an always-on listening tool, ready to capture rich, visual feedback from the brand's two million daily users.

 

Results

Video helped Airbnb to get to the root cause of customers' positive and negative experiences with support staff. The depth of insight captured in customer-recorded videos helped identify critical areas for improvement in the customer experience.

Furthermore, the immediacy of video feedback provided by VideoCX creates daily opportunities to convert detractors to promoters and drive an exceptionally high level of customer satisfaction.

 

Business Impact

Enhancing existing transactional surveys with video helps Airbnb to close the loop and delight dissatisfied customers, as well as share customers' 'wow' moments with the frontline to give kudos and motivate the team.

Sharing visual stories in this way amplifies customer feedback within Airbnb and drives empathy for customers at every level of the business. The increased understanding of the customer and their expectations empowers frontline support to provide stellar services and keep Airbnb at the forefront of the travel industry.

Want to be the next innovative brand to tap into video feedback? You'll be in good company.

Voxpopme

Asda

Success story:

How Asda used Voxpopme to bring retail customers into the board room and in front of the C-suite

Research Challenge

Asda is one of Europe’s leading retailers, serving up groceries to the British public since the 1960s. Part of the Walmart family, Asda's full range of services now encompasses everything from food produce to household goods, financial services and everything between.

Asda's mission to help shoppers ‘Save Money and Live Better’ underpins its approach to business. So, when the retail giant wanted to gain a deeper understanding of the 18 million customers who shop in its stores every week, they turned to VideoCX by Voxpopme.Asda had long believed in the power of customer feedback with numerous surveys gathering statistics about millions of individual customer experiences annually. However, to truly understand their customers, the customer insight team wanted to go beyond typical survey responses and see the stories behind their scores by integrating video into their CX program. Thanks to existing CX data, a high-level understanding of customer challenges and preferences was already available. However, Asda needed VideoCX to add depth, emotion and authenticity to their feedback to reveal the “why” behind shoppers’ perceptions and opinions.

 

Solution

To get even closer to the customer and truly understand their experiences with frontline support, Airbnb incorporated video feedback into their transactional feedback surveys using VideoCX.

Adding open-video questions into existing surveys afforded customers with an opportunity to express themselves beyond the confines of a text box and provide more in-depth insight and added context. For Airbnb, an integration into transactional surveys quickly made video an always-on listening tool, ready to capture rich, visual feedback from the brand's two million daily users.

 

Results

Video helped Airbnb to get to the root cause of customers' positive and negative experiences with support staff. The depth of insight captured in customer-recorded videos helped identify critical areas for improvement in the customer experience.

Furthermore, the immediacy of video feedback provided by VideoCX creates daily opportunities to convert detractors to promoters and drive an exceptionally high level of customer satisfaction.

 

Business Impact

Enhancing existing transactional surveys with video helps Airbnb to close the loop and delight dissatisfied customers, as well as share customers' 'wow' moments with the frontline to give kudos and motivate the team.

Sharing visual stories in this way amplifies customer feedback within Airbnb and drives empathy for customers at every level of the business. The increased understanding of the customer and their expectations empowers frontline support to provide stellar services and keep Airbnb at the forefront of the travel industry.

Want to be the next innovative brand to tap into video feedback? You'll be in good company.

Voxpopme

Asda

Success story:

How Asda used Voxpopme to bring retail customers into the board room and in front of the C-suite

Research Challenge

Asda is one of Europe’s leading retailers, serving up groceries to the British public since the 1960s. Part of the Walmart family, Asda's full range of services now encompasses everything from food produce to household goods, financial services and everything between.

Asda's mission to help shoppers ‘Save Money and Live Better’ underpins its approach to business. So, when the retail giant wanted to gain a deeper understanding of the 18 million customers who shop in its stores every week, they turned to VideoCX by Voxpopme.Asda had long believed in the power of customer feedback with numerous surveys gathering statistics about millions of individual customer experiences annually. However, to truly understand their customers, the customer insight team wanted to go beyond typical survey responses and see the stories behind their scores by integrating video into their CX program. Thanks to existing CX data, a high-level understanding of customer challenges and preferences was already available. However, Asda needed VideoCX to add depth, emotion and authenticity to their feedback to reveal the “why” behind shoppers’ perceptions and opinions.

 

Solution

To get even closer to the customer and truly understand their experiences with frontline support, Airbnb incorporated video feedback into their transactional feedback surveys using VideoCX.

Adding open-video questions into existing surveys afforded customers with an opportunity to express themselves beyond the confines of a text box and provide more in-depth insight and added context. For Airbnb, an integration into transactional surveys quickly made video an always-on listening tool, ready to capture rich, visual feedback from the brand's two million daily users.

 

Results

Video helped Airbnb to get to the root cause of customers' positive and negative experiences with support staff. The depth of insight captured in customer-recorded videos helped identify critical areas for improvement in the customer experience.

Furthermore, the immediacy of video feedback provided by VideoCX creates daily opportunities to convert detractors to promoters and drive an exceptionally high level of customer satisfaction.

 

Business Impact

Enhancing existing transactional surveys with video helps Airbnb to close the loop and delight dissatisfied customers, as well as share customers' 'wow' moments with the frontline to give kudos and motivate the team.

Sharing visual stories in this way amplifies customer feedback within Airbnb and drives empathy for customers at every level of the business. The increased understanding of the customer and their expectations empowers frontline support to provide stellar services and keep Airbnb at the forefront of the travel industry.

Want to be the next innovative brand to tap into video feedback? You'll be in good company.

Voxpopme

Clorox

Success story:

How Clorox uses Voxpopme to humanize consumer insight and make better business decisions

Research Challenge

The Clorox Company is a leading multinational manufacturer serving millions of customers across the globe. Clorox produces and markets some of the most trusted and recognized consumer brands and, as a result, holds dominant positions in an array of product categories, from cleaning products to pet care and everything in-between.

Maintaining this strong market position is no mean feat and requires diligent customer research to keep ahead of the competition through healthy relationships and innovative products. With this in mind, Clorox aims to discover where, how and why multiple brands and products fit into customers' lives. But, with a quant-heavy system in place, many of Clorox's insight teams wanted to allow customers to better articulate feedback beyond the confines of text, scores and rating scales. At the same time, they wanted to tell better research stories by socializing more impactful insight with Clorox leadership.

Solution

Voxpopme allowed Clorox to experience an incredible depth of insight by connecting with consumers through real-time video feedback. By embracing agile qualitative feedback, multiple insight teams for brands such as Kingsford Charcoal, Clorox Sprays, Burt's Bees, Glad and more were able to get closer to customers than ever before.

With end-to-end video research tools at their disposal, Clorox's researchers were able to run an array of agile qualitative studies including concept tests, shop-a-longs, quant/qual integrations, IHUTs, journey mapping and diary studies, adding depth and color to quantitative findings.

Results

The path to finding a customer's 'why' is vastly reduced when allowing them to share their story via self-recorded video. And thanks to Clorox's ambitious global rollout of video feedback, it was possible to find the 'why' at speed and scale by revealing the emotions, behaviors and decisions involved in each interaction with Clorox and their brands.

By revealing the people behind the data and adding agile qual to a quant-heavy system, Clorox was able to identify opportunities to innovate and optimize products, services and experiences across multiple brands. Not only did this achieve the goal of more expressive, expansive customer feedback, but it also provided it in memorable format for all Clorox's stakeholders.

Business Impact

Humanizing research with video feedback helps Clorox to build better products and solve bigger problems for their customers. It's an approach that has brought Clorox closer to customers than ever before, and that goes for the whole organization, not just insight departments. 

By sharing an ongoing stream of customer videos on smartboards throughout the head office, Clorox ensures candid customer feedback gets the airtime it needs to influence strategic decisions. The increased reach provided by video ensures the customer is always front-of-mind for Clorox's senior executives, which only heightens the demand for video. As a result, Clorox continues to pioneer with agile video, using it in more and more projects, across a seemingly endless array of brands to tell better research stories, keep ahead of the curve, and maintain their dominant market position.

Want to be the next innovative brand to tap into video feedback? You'll be in good company.

Voxpopme

Clorox

Success story:

How Clorox uses Voxpopme to humanize consumer insight and make better business decisions

Research Challenge

The Clorox Company is a leading multinational manufacturer serving millions of customers across the globe. Clorox produces and markets some of the most trusted and recognized consumer brands and, as a result, holds dominant positions in an array of product categories, from cleaning products to pet care and everything in-between.

Maintaining this strong market position is no mean feat and requires diligent customer research to keep ahead of the competition through healthy relationships and innovative products. With this in mind, Clorox aims to discover where, how and why multiple brands and products fit into customers' lives. But, with a quant-heavy system in place, many of Clorox's insight teams wanted to allow customers to better articulate feedback beyond the confines of text, scores and rating scales. At the same time, they wanted to tell better research stories by socializing more impactful insight with Clorox leadership.

Solution

Voxpopme allowed Clorox to experience an incredible depth of insight by connecting with consumers through real-time video feedback. By embracing agile qualitative feedback, multiple insight teams for brands such as Kingsford Charcoal, Clorox Sprays, Burt's Bees, Glad and more were able to get closer to customers than ever before.

With end-to-end video research tools at their disposal, Clorox's researchers were able to run an array of agile qualitative studies including concept tests, shop-a-longs, quant/qual integrations, IHUTs, journey mapping and diary studies, adding depth and color to quantitative findings.

Results

The path to finding a customer's 'why' is vastly reduced when allowing them to share their story via self-recorded video. And thanks to Clorox's ambitious global rollout of video feedback, it was possible to find the 'why' at speed and scale by revealing the emotions, behaviors and decisions involved in each interaction with Clorox and their brands.

By revealing the people behind the data and adding agile qual to a quant-heavy system, Clorox was able to identify opportunities to innovate and optimize products, services and experiences across multiple brands. Not only did this achieve the goal of more expressive, expansive customer feedback, but it also provided it in memorable format for all Clorox's stakeholders.

Business Impact

Humanizing research with video feedback helps Clorox to build better products and solve bigger problems for their customers. It's an approach that has brought Clorox closer to customers than ever before, and that goes for the whole organization, not just insight departments. 

By sharing an ongoing stream of customer videos on smartboards throughout the head office, Clorox ensures candid customer feedback gets the airtime it needs to influence strategic decisions. The increased reach provided by video ensures the customer is always front-of-mind for Clorox's senior executives, which only heightens the demand for video. As a result, Clorox continues to pioneer with agile video, using it in more and more projects, across a seemingly endless array of brands to tell better research stories, keep ahead of the curve, and maintain their dominant market position.

Want to be the next innovative brand to tap into video feedback? You'll be in good company.

Voxpopme

Clorox

Success story:

How Clorox uses Voxpopme to humanize consumer insight and make better business decisions

Research Challenge

The Clorox Company is a leading multinational manufacturer serving millions of customers across the globe. Clorox produces and markets some of the most trusted and recognized consumer brands and, as a result, holds dominant positions in an array of product categories, from cleaning products to pet care and everything in-between.

Maintaining this strong market position is no mean feat and requires diligent customer research to keep ahead of the competition through healthy relationships and innovative products. With this in mind, Clorox aims to discover where, how and why multiple brands and products fit into customers' lives. But, with a quant-heavy system in place, many of Clorox's insight teams wanted to allow customers to better articulate feedback beyond the confines of text, scores and rating scales. At the same time, they wanted to tell better research stories by socializing more impactful insight with Clorox leadership.

Solution

Voxpopme allowed Clorox to experience an incredible depth of insight by connecting with consumers through real-time video feedback. By embracing agile qualitative feedback, multiple insight teams for brands such as Kingsford Charcoal, Clorox Sprays, Burt's Bees, Glad and more were able to get closer to customers than ever before.

With end-to-end video research tools at their disposal, Clorox's researchers were able to run an array of agile qualitative studies including concept tests, shop-a-longs, quant/qual integrations, IHUTs, journey mapping and diary studies, adding depth and color to quantitative findings.

Results

The path to finding a customer's 'why' is vastly reduced when allowing them to share their story via self-recorded video. And thanks to Clorox's ambitious global rollout of video feedback, it was possible to find the 'why' at speed and scale by revealing the emotions, behaviors and decisions involved in each interaction with Clorox and their brands.

By revealing the people behind the data and adding agile qual to a quant-heavy system, Clorox was able to identify opportunities to innovate and optimize products, services and experiences across multiple brands. Not only did this achieve the goal of more expressive, expansive customer feedback, but it also provided it in memorable format for all Clorox's stakeholders.

Business Impact

Humanizing research with video feedback helps Clorox to build better products and solve bigger problems for their customers. It's an approach that has brought Clorox closer to customers than ever before, and that goes for the whole organization, not just insight departments. 

By sharing an ongoing stream of customer videos on smartboards throughout the head office, Clorox ensures candid customer feedback gets the airtime it needs to influence strategic decisions. The increased reach provided by video ensures the customer is always front-of-mind for Clorox's senior executives, which only heightens the demand for video. As a result, Clorox continues to pioneer with agile video, using it in more and more projects, across a seemingly endless array of brands to tell better research stories, keep ahead of the curve, and maintain their dominant market position.

Want to be the next innovative brand to tap into video feedback? You'll be in good company.

Voxpopme

Exterion

Success story:

How Exterion used agile video to understand how commuters consume out-of-home advertising

Research Challenge

After winning TfL’s £1 billion advertising contract for the London Underground rail estate, out-of-Home advertising specialists, Exterion Media set out to heighten their understanding of commuters.

Quantitative studies had provided a high-level understanding of how people experienced this unique environment and indicated commuters may be better engaged with digital ads rather than static ads.

However, with a huge investment in new digital screens across 60 station platforms underway, Exterion wanted to further their investigation into consumer engagement with digital assets. Crucially, Exterion needed to add context to existing quantitative data to substantiate their findings and provide would-be advertisers with engaging commuter feedback that showed how commuters consume out-of-home advertising.

 

Solution

To achieve a richer understanding of London's commuters, Exterion utilized Voxpopme’s agile video solution to reveal the ‘why’ behind the numbers, exploring the motivations for engaging with digital ads in this influential audience.

With Voxpopme, Exterion was able to conduct a two agile, cost-effective qualitative studies. Over 200 self-recorded videos were shared by Londoners during and moments after their commutes. Each research stage collected videos across a period of 2 days, before Exterion’s team quickly extrapolated the results using Voxpopme’s video analytics technology.

 

Results

Using agile video research helped Exterion see their product from a customer's point of view, without being hampered by the typical constraints of traditional video feedback.

Importantly, video provided findings that would have been difficult to capture in quantitative work alone. By allowing commuters share their experience in their own words, Exterion's team was able to build a comprehensive understanding of commuter language. Hearing about the quality of the technology, the environment and vibrancy of displays highlighted just how impactful these new displays were.

Voxpopme's automated theme and sentiment analytics substantiated these findings, highlighting a 40% uplift in positivity generated from full-motion ads vs. static.

 

Business Impact

Quick-turn video research enabled Exterion to build robust evidence which proves how and why their video screens are effective at engaging audiences.

Not only did real commuter videos help contextualise and add to quantitative data, they also simplified key messages and assisted storytelling. As a result, Exterion enhanced emotional connections between their clients and commuters, driving engagement from new and existing advertisers looking to increase spend on advertising assets.

With such emphatic validation for full-motion, digital advertising, Exterion is able to attract investment into richer, more engaging video ads.

Want to be the next innovative brand to tap into video feedback?  You'll be in good company.

Voxpopme

Exterion

Success story:

How Exterion used agile video to understand how commuters consume out-of-home advertising

Research Challenge

After winning TfL’s £1 billion advertising contract for the London Underground rail estate, out-of-Home advertising specialists, Exterion Media set out to heighten their understanding of commuters.

Quantitative studies had provided a high-level understanding of how people experienced this unique environment and indicated commuters may be better engaged with digital ads rather than static ads.

However, with a huge investment in new digital screens across 60 station platforms underway, Exterion wanted to further their investigation into consumer engagement with digital assets. Crucially, Exterion needed to add context to existing quantitative data to substantiate their findings and provide would-be advertisers with engaging commuter feedback that showed how commuters consume out-of-home advertising.

 

Solution

To achieve a richer understanding of London's commuters, Exterion utilized Voxpopme’s agile video solution to reveal the ‘why’ behind the numbers, exploring the motivations for engaging with digital ads in this influential audience.

With Voxpopme, Exterion was able to conduct a two agile, cost-effective qualitative studies. Over 200 self-recorded videos were shared by Londoners during and moments after their commutes. Each research stage collected videos across a period of 2 days, before Exterion’s team quickly extrapolated the results using Voxpopme’s video analytics technology.

 

Results

Using agile video research helped Exterion see their product from a customer's point of view, without being hampered by the typical constraints of traditional video feedback.

Importantly, video provided findings that would have been difficult to capture in quantitative work alone. By allowing commuters share their experience in their own words, Exterion's team was able to build a comprehensive understanding of commuter language. Hearing about the quality of the technology, the environment and vibrancy of displays highlighted just how impactful these new displays were.

Voxpopme's automated theme and sentiment analytics substantiated these findings, highlighting a 40% uplift in positivity generated from full-motion ads vs. static.

 

Business Impact

Quick-turn video research enabled Exterion to build robust evidence which proves how and why their video screens are effective at engaging audiences.

Not only did real commuter videos help contextualise and add to quantitative data, they also simplified key messages and assisted storytelling. As a result, Exterion enhanced emotional connections between their clients and commuters, driving engagement from new and existing advertisers looking to increase spend on advertising assets.

With such emphatic validation for full-motion, digital advertising, Exterion is able to attract investment into richer, more engaging video ads.

Want to be the next innovative brand to tap into video feedback?  You'll be in good company.

Voxpopme

Exterion

Success story:

How Exterion used agile video to understand how commuters consume out-of-home advertising

Research Challenge

After winning TfL’s £1 billion advertising contract for the London Underground rail estate, out-of-Home advertising specialists, Exterion Media set out to heighten their understanding of commuters.

Quantitative studies had provided a high-level understanding of how people experienced this unique environment and indicated commuters may be better engaged with digital ads rather than static ads.

However, with a huge investment in new digital screens across 60 station platforms underway, Exterion wanted to further their investigation into consumer engagement with digital assets. Crucially, Exterion needed to add context to existing quantitative data to substantiate their findings and provide would-be advertisers with engaging commuter feedback that showed how commuters consume out-of-home advertising.

 

Solution

To achieve a richer understanding of London's commuters, Exterion utilized Voxpopme’s agile video solution to reveal the ‘why’ behind the numbers, exploring the motivations for engaging with digital ads in this influential audience.

With Voxpopme, Exterion was able to conduct a two agile, cost-effective qualitative studies. Over 200 self-recorded videos were shared by Londoners during and moments after their commutes. Each research stage collected videos across a period of 2 days, before Exterion’s team quickly extrapolated the results using Voxpopme’s video analytics technology.

 

Results

Using agile video research helped Exterion see their product from a customer's point of view, without being hampered by the typical constraints of traditional video feedback.

Importantly, video provided findings that would have been difficult to capture in quantitative work alone. By allowing commuters share their experience in their own words, Exterion's team was able to build a comprehensive understanding of commuter language. Hearing about the quality of the technology, the environment and vibrancy of displays highlighted just how impactful these new displays were.

Voxpopme's automated theme and sentiment analytics substantiated these findings, highlighting a 40% uplift in positivity generated from full-motion ads vs. static.

 

Business Impact

Quick-turn video research enabled Exterion to build robust evidence which proves how and why their video screens are effective at engaging audiences.

Not only did real commuter videos help contextualise and add to quantitative data, they also simplified key messages and assisted storytelling. As a result, Exterion enhanced emotional connections between their clients and commuters, driving engagement from new and existing advertisers looking to increase spend on advertising assets.

With such emphatic validation for full-motion, digital advertising, Exterion is able to attract investment into richer, more engaging video ads.

Want to be the next innovative brand to tap into video feedback?  You'll be in good company.

Voxpopme

Fremantle

Success story:

How Fremantle used Voxpopme to understand American Idol audiences and drive broadcast strategy

Research Challenge

American Idol producer, Fremantle Media, has long been generating well-constructed research from a variety of sources. Diversified studies had previously revealed that American Idol viewers are heavy social media users, but with another season of the show fast-approaching, Fremantle's insight team recognized the need to enhance their understanding of this crucial audience.

Finally, having previously had a hard time conveying research findings in a way that connected with creatives and executives, Fremantle wanted a way to find the stories that hadn't been told yet.

Solution

To build a deeper, more engaging, and more complete research story, Fremantle added Voxpopme's agile video solution into their research program. Their diversified approach now gathered feedback from tv ratings, survey data, video insights, focus groups, online communities, social media, and syndicated data.

In this mix, agile video technology was used to deliver hundreds of videos in a matter days across two core studies. Study one asked respondents how social media affected their experience of the show to help Fremantle's social team understand the drivers of social engagement.

The second study focused on relatability and the essence of American Idol, asking viewers to answer four video questions discussing the roots of the show, how it captivates American spirit, how viewers identify with contestants and what they look forward to in the new season.

Results

Using agile video added an essential layer of context to other data sources. Respondents revealed that they were able to get a better sense of who the contestants are as people on social media, making them more personable. They also highlighted that social media made the show a more immersive experience and provided a sense of exclusivity with 'not seen on tv' footage. This additional understanding empowers Fremantle's social team to engage fans early and often, keeping the show relevant even while it is off-air.

The relatability study revealed the importance of the contestant journey and how aspirational the show is because there are no barriers preventing participation. Video helped bring this to light and shape a person-centric American Idol advertisement showing off the contestant and judge's journeys in the process.

Using Voxpopme's automated video analytics, Fremantle's insight team was quickly able to find key themes occurring within all of their video feedback and socialize throughout the business.

Business Impact

Agile video insight provided executives across Fremantle with a better understanding of consumers' social interests and behavior, which led to new content creation and directly affected their broadcast strategy. By continuing to engage social media users year-round, the American Idol brand benefitted from far greater engagement even during the offseason. The increased engagement efforts resulted in increased engagement metrics on their social media year-on-year and a significant uplift in social followers.

Crucially, it also delivered an increase in contestant auditions - meaning better talent and better shows. As a result, Fremantle continues to use video feedback to gain a deeper understanding of their viewers and to shape critical strategic decisions.

Want to be the next innovative brand to tap into video feedback?  You'll be in good company.