Catalyst Insights!

Journey to a Customer Experience Map

by Catalyst Insights!

Retailers are beginning to seek new ways to more accurately predict customer behavior and attitudes. Data models and traditional market research often overlook a research methodology that can tell you what customers are thinking, feeling and doing at each stage of their relationship with you. This methodology, titled “customer experience mapping,” uncovers customer emotions and […]

Are You Prepared to Meet the Insurance Industry’s Next Big Challenges?

by Catalyst Insights!

You’ve probably heard the old saying about how one goes bankrupt: Slowly, then all at once. That description is equally apt regarding the pace of change in the insurance industry. For decades, changes happened slowly. Now, thanks to globalization, new technology and a host of other factors, new developments are coming at a furious pace. So how can insurance […]

Tapping Into the Value of Data With a Legacy System

by Catalyst Insights!

Forty years ago, the insurance industry was a pacesetter in the adoption of early information technology. While the industry reaped enormous benefits from that forward-thinking stance, it has come with an unforeseen price tag: The complex legacy IT infrastructures that insurance firms have invested in are often a challenge to replace wholesale. Because these systems are so sophisticated […]

Best Practices in Bank Account Switching

by Catalyst Insights!

Even when it comes to relatively important matters, the human tendency toward inertia is tough to overcome — just look at the success rate for most New Year’s resolutions. When it comes to smaller matters — such as whether or not to switch your bank account — breaking free from stasis is even more difficult. Potential customers must […]

Traditional retailers must adopt pizza delivery sales model, says new research from Catalyst

by Catalyst Insights!

Rochester, New York, March 23 – Convenience, better deals, crowds, and the desire for instant gratification have driven more customers online, but savvy traditional retailers can still win the retail game by creating more personal, efficient and unified customer experiences, according to a new research study by Catalyst, a marketing agency specializing in the retail sector. […]

How to Insert Yourself Into the B2B Buyer’s Journey Earlier

by Catalyst Insights!

“Sixty-seven percent of the buyer’s journey is completed prior to interacting with potential vendors.” In today’s environment, B2B marketers struggle to deal with this reality. Usually, the first reaction is to take this number at face value and attempt to communicate everything about your product or service via your website. However, without a deeper understanding […]

The Pizza Delivery Model

by Catalyst Insights!

How Brick-and-Mortar Stores Can Win the Retail Game by Creating More Personal, Efficient and Unified Customer Experiences Executive Summary How can traditional retailers compete with Amazon, Wayfair, Overstock, and other pure-play e-commerce sellers? What can multichannel retailers do to make their brick-and-mortar stores more relevant to today’s busy customer, who has an array of retail […]

How Insurance Customers Experience the Claims Process

by Catalyst Insights!

Smart insurance firms know that it’s absolutely imperative to provide a uniformly positive customer experience during the claims process. This is the primary reason why so many companies have dedicated additional resources toward improving their claims systems in recent years. Without a customer-friendly claims process, insurers cede a powerful competitive advantage to their rivals. To help minimize […]

How to Create a Winning Acquisition Strategy

by Catalyst Insights!

Let’s face it – no matter how great your product, how knowledgeable your staff or how exceptional your customer service – from time to time, you are going to lose customers. They may move, go to a competitor, outgrow the product, become unhappy with your service … there are dozens of reasons why customers attrite. […]

The Importance of Knowing Your Customer Base

by Catalyst Insights!

This might sound obvious, but it’s worth repeating: To be successful in the automotive industry (or, frankly, any industry), you must understand your customer base and be able to deliver an experience that speaks to them in a positive way. I recently caught a news story about a woman named Patrice Banks, owner of Girls […]

Six Ways Brick-And-Mortar Stores Can Combat Online Competition – Part 2

by Catalyst Insights!

Last week, we discussed adding in-store Wi-Fi, shipping options and in-store pickup and how they can help you combat showrooming and drive more online customers to your brick-and-mortar store. This week, we’ll explore three more strategies and tactics to help you compete more effectively for the always-on digital shoppers. 4. Mobile wallets The question is […]

Six Ways Brick-And-Mortar Stores Can Combat Online Competition – Part 1

by Catalyst Insights!

Online and mobile channels have created extremely connected consumers. Consumers now demand more from retailers who want to earn and keep their loyalty, no matter the channel or touch point. They want convenience, flexibility and assurance, all at a good price. They have a wealth of information at their fingertips and can easily research their […]

Finding the Gaps in the Retail Banking Customer Experience

by Catalyst Insights!

Corporate projects tend to focus on individual touch points, technologies or features without taking into account the total customer experience. And that prevents the company from viewing its customers holistically. What is more, over half the marketers cite not having a consolidated customer view across channels as the biggest roadblock to a successful cross-channel experience. In this guide, […]

Using Paid Search to Drive Retail Customers In-Store – Part 3

by Catalyst Insights!

Part 1: Focus on metrics that matter  Part 2: Realize that not all sales and conversions are equal  After you’ve established a paid search program that aligns with your business goals and you’ve assigned different values to different sales in your customer mix, it’s time to test. Stay ahead of the pack by testing How […]

Finding the Gaps in Your Customer Experience

by Catalyst Insights!

Corporate projects tend to focus on individual touch points, technologies or features without taking into account the total customer experience. And that prevents the company from viewing its customers holistically. What is more, over half the marketers cite not having a consolidated customer view across channels as the biggest roadblock to a successful cross-channel experience. In this guide, […]

More Effective Omnichannel Marketing for Retailers

by Catalyst Insights!

Retailers are struggling to implement omnichannel strategies. Only 21% are more confident than they were a year ago that they are delivering omnichannel experiences. Nearly half say progress is not happening fast enough. Although it can be easy to measure marketing efforts in specific channels—for example, digital—it is far more difficult to determine what is […]

Using Paid Search to Drive Retail Customers In-Store – Part 2

by Catalyst Insights!

Using Paid Search to Drive Retail Customers In-Store – Part 1  Last week, we discussed using search metrics that really matter: conversion to sales. This week, let’s dive deeper into conversions and which factors to consider when determining the value of each conversion. Realize that not all conversions (and sales) are equal You don’t just […]

7 Ways to Make Your B2B Lead Management Program Fail

by Catalyst Insights!

B2B companies often invest a great deal of time and money developing a sophisticated lead management program. Unfortunately, too many make the same basic mistakes, resulting in a program that is doomed to fail. In this paper, we’ll talk about some of those mistakes and show you how to fix them. The post 7 Ways […]

Using Paid Search to Drive Retail Customers In-Store – Part 1

by Catalyst Insights!

In the retail industry, paid search is one of the best ways to acquire new customers and keep current customers coming back — even if your main goal is to drive traffic to your brick-and-mortar store. There is an abundance of search data to help marketers measure and optimize their campaigns. But how do you […]

Tara Litchfield Is Catalyst’s New Director of Experience Design

by Catalyst Insights!

Litchfield to head Catalyst’s Rochester, New York experience design practice Rochester, New York, February 2 – Catalyst has hired Tara Litchfield to lead its experience design practice. As Director of Experience Design, Litchfield will develop effective customer experiences that will translate into more profitable customer relationships for Catalyst’s clients. Litchfield holds an MA in visual […]