What makes a community? Well certainly it is a collection of unique individuals who call a single place home. It is also a place where businesses hang their shingle. Collectively the residents and businesses work together and if all goes well the community can thrive. However, there is something...read more

The number of true monopolies in the global economy is not that large. What this means to the rest of us is that we have to compete to sell our products and services. Competition can come from both global competitors and those homegrown in your back yard.To grow in a soft economy companies must be...read more

Is market research becoming irrelevant? If you follow the published works of Forrester Research then you may be tempted to believe that we should scrap our career path and pursue something different. Don’t be tempted! What Forrester brings to light in their article What needs to happen in market...read more

I read a great article by Donna Fluss in CRM Magazine recently, Surveys Alone Are Not the Answer. What really hooked me was this statement: After years of analyzing exceptional service organizations, it's clear to me that the organizations that deliver great service do something that others...read more

While we highlight the most popular posts from a given month in our newsletter, one of my favorite activities is to look back and see what posts were the most popular overall each year. Keeping with tradition, here's a look back across the 20 most popular posts of 2012!   Customer Loyalty Month: 25...read more

The question that lies in the back of any researcher’s mind centers on what degree is their sample a reasonable measure of the population of interest? All aspects of the survey project can be spot on, but if the respondents do not form a representative sample then all bets are off for the quality of...read more

There isn’t a marketer out there who hasn’t at one time or another questioned whether he or she was putting the right messages into the market. After all it is all about how and what we communicate. This is true regardless if we are in acquisition mode or focusing on customer retention techniques....read more

One of the key roles researchers play in both consumer and B2B marketing research is that of advocate for the voice of the customer. We fulfill this role with both quantitative and qualitative data collection, including social media analysis. Given that the pace of information is increasing what can...read more

We talk a lot on this blog about how your customers are arguably your best source of information on your brand image, service offerings, and overall customer experience. Taking advantage of this resource to have an honest conversation with your target audience is referred to as utilizing "Voice of...read more

As I have reported recently there are trends afoot in customer satisfaction (CSat), loyalty and retention that will make marketers jobs more challenging in the years to come. Yet should we throw in the towel and give up measuring customer satisfaction and its impacts upon loyalty, retention and...read more