How to Strengthen the Customer Experience through Brand Research & Testing
Meet Your Speakers:
Alfonso de la Nuez, Co-CEO and CO-Founder at UserZoom
Alfonso de la Nuez is a Co-Founder and Co-CEO at UserZoom, Inc. Prior to starting UserZoom, he worked for Dell Computers, Icon Medialab (pioneer Web Design and Development agencies from Sweden) and Proxicom. He teaches usability and user-centered design in various universities and academic institutes and is a frequent speaker at conferences. Alfonso also co-founded XperienceConsulting which is the market leader in Spain and one of the most experienced web and mobile usability firms in Europe.
According to a recent Customer Experience Impact Report, "89% of consumers began doing business with a competitor following a poor customer experience." (Oracle Corp.) The hard truth is, when the experience falls flat, brands get dumped. So how do you avoid those disappointments and prevent consumers from taking their business elsewhere?
View a webinar on-demand as Lisa Bertelsen, Partner at Chatter Inc., and Alfonso de la Nuez, Co-Founder and Co-CEO of UserZoom, discuss different ways to evaluate and test the customer experience through the lens of brand research. Lisa introduces 5 types of brand research, including:
Lisa Bertelsen, Partner at Chatter Inc.
Lisa has over 19 years of experience in brand strategy, qualitative research, human factors engineering and user experience design. She has worked both in-house and supply-side, for Fortune 500 companies in multiple industries: high-tech, financial services, marketing, Web/software development and brand consulting. Her client list includes: Bloomberg, FedEx, Disney, Yahoo!, Unilever, Pfizer, Merrill Lynch, VISA, Samsung and IBM. She has presented her research and published work at numerous conferences and currently teaches at NYU.
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Brand architecture - How well do people understand what you sell?
Brand personality - What are you saying and how are you saying?
Concept & ad testing - Are your products compelling and do your ads have impact?
Product or Company Name - Is your name distinct and does it prompt consideration?
Brand experience - Do your employees understand your brand and do they deliver on your promise? What is the quality of the experience that they deliver?
Chatter is a full-service custom market-research firm for clients who want concise insights from consultants with actual business experience.
UserZoom provides an all-in-one, cloud-based software platform designed to help companies cost-effectively test, measure and improve User Experience and increase conversion rates of Websites and Mobile Apps.