Getting into the Trenches: Why Observing Customers is a Must

One of the lessons I learned early on as a market researcher is the need to get down into the trenches. It is absolutely necessary if you want to be able to understand the journey a prospect takes  to become a customer. This is especially true for quantitative researchers who see life through more

Assessing Statistical Significance

The concept of significance is central to generating consumer insights. As market researchers we are tasked with providing data to decision makers that is both useful and meaningful. How we measure statistical significance depends upon the types of questions we ask and the associated data more

Forrester Customer Experience Forum, Day 2 Takeaways

Harley Manning kicked off the last day of the Forrester Customer Experience Forum by reviewing some of the key takeaways from the day before, and this AWESOME song recorded by Ed Hadley and his team at Neolane: The presentations yesterday spent a lot of time on design, governance and culture. more

Credit Union Survey Shows Alternatives for Dissatisfied Bank Customers

In an earlier post, I discussed recent survey results that reveal a growing level of unhappiness among customers at America's biggest commercial banks. As the commercial banking industry continues to make changes to account options and fees to counteract new consumer-friendly legislation, there more

Low Bank Loyalty Makes Room For Credit Union Growth

In one of my earlier posts, I discussed the growing levels of dissatisfaction among banking customers. From high fees to poor customer service, banking members are showing their growing frustration with increased numbers of customer complaints. As customers at large commercial banks more

Customers Prefer Banking Online, Bank Survey Says

According to a new bank customer survey commissioned by the American Bankers Association, for the first time survey respondents said they prefer to bank online compared to other traditional banking methods. This is a major change. In a statement Nessa Feddis, ABA senior counsel and retail more

Tips To Select Your Online Survey Sample From Your Contact Database

After writing survey questions, creating an online survey using one of the many online survey software tools available (I recommend you try Cvent's survey system - of course!) and finally posting survey questions to the web, you need to get your survey sample in order. Posting the survey online more
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