by May 22, 2013
In the voice of the customer world it is our role as market
researchers to listen and follow through on what the customers are
saying. Quite often this puts us in the position of ‘middle men’
between the customers and internal groups (e.g. sales, marketing,
finance, customer service, etc.)...read more
by May 9, 2013
Some days as a B2B market researcher, and in my previous lives in
consumer research, I find myself becoming more intimate with SPSS
files and questionnaires than with our customers. Ah, you might
say, such is the life of a quant junkie. Well that may be true, as
I do love working with the data that...read more
by April 18, 2013
Not all surveys will be applicable to all potential respondents.
Targeting our survey efforts to those most likely to respond will
increase our engagement levels and in theory provide a more
interesting experience. How do we know who is most likely to
respond? This is a question for the ages, but in...read more
by March 29, 2013
Do you plan to send out surveys on a reoccurring basis? We recently
added a feature called ‘Target List Close Dates’ to our web survey
software. This feature is ideal if you have a survey that is open
for an extended period of time and you plan to send email
invitations on an automated, tiered...read more
by March 25, 2013
Customer satisfaction measurement can be best described as part
art, part science, and part intuition. Regardless of how you view
it there are several moving parts to this equation. Satisfaction,
as a measure itself, is part of a larger equation centered on
profitability. When designing a...read more
by March 5, 2013
Seldom is there a customer experience that doesn’t have an
underlying emotional dimension. Harnessing this fact is an issue
that Big Data has yet to fully resolve. However, for decades those
in the consumer behavior camp have understood this. The emotional
component to a decision or experience is...read more
by February 28, 2013
Creating reports from your online survey platform can be both a
blessing and a curse. There are numerous pre-designed report
options available which can easily shave hours of time off a
project. Reports follow several themes including: Answer Summaries
and Details – individual frequency counts for...read more
by February 25, 2013
There comes a time when those of us in consumer and B2B market
research realize that we are not just the messengers, the conduit
for the voice of the customer, but we also are the change agents.
This realization came to me some time ago, but was reaffirmed while
reading the book Outside In by Harley...read more
by February 22, 2013
There is a new C-level position taking shape. According to work
published in the Harvard Business Review blog the next generation
of C-level executive is likely to be the Chief Customer Officer
(CCO). This is a good thing for those of us in marketing research
and consumer insight positions as it...read more
by February 21, 2013
LinkedIn can be an excellent platform not only for networking, but
also for holding meaningful discussions with others in your line of
work. A member of the Customer Experience Management LinkedIn Group
posed this discussion question to her fellow CRM-minded members:
How are we actually defining...read more
