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 January 7, 2013
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
by November 14, 2012
In order to continue to grow, you need to research and uncover new
opportunities. Go above and beyond what you typically do, think
outside of the box, and evaluate what’s worked before and what
hasn’t. What’s overdue on your to-do list that you have not
allocated the time and resources yet to...read more
by August 20, 2012
Should we step to the right or step to the left? There are times
when questionnaire design seems a bit like a dance step. Every
researcher during his or her career has asked themselves if they
should start a series of scaled questions with the high number (or
most positive response) closest to the...read more
by August 2, 2012
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
by June 15, 2012
Understanding switching behavior is at the heart of customer
loyalty research. There isn’t a marketer out there that doesn’t
have this work on their market intelligence radar. Customer
retention has taken on a more critical focus in the current soft
economy.Improving service levels has been one...read more
by April 19, 2012
April is International Customer Loyalty Month! It should go without
saying that April should not be the only month you give customer
loyalty focus. There are huge business benefits to creating loyal
customers. However, Customer Loyalty Month should serve as a
reminder to review your customer...read more
by March 30, 2012
Do all cultures and ethnic groups respond equally to marketing
research? Nope. Growing up in Southern California, I was exposed to
the Hispanic culture from an early age and have been an active
observer of cultural differences since I began my career in
research many years ago. Hispanics in the US,...read more
by February 15, 2012
Level 1 Evaluation relates to the feedback of the participants to
the training event. Typically the participants are given "smiley
sheets" to indicate their level of satisfaction with the program.
As discussed in the earlier post, many categories are evaluated
during level 1 evaluation. They include...read more
by February 9, 2012
There is a blend of art and science when it comes to qualitative
marketing research. The analysis of open-ended questions found on
most surveys is indeed a qualitative endeavor. At its core this is
an iterative process, even with the use of text analytics tools.
Where do you start? In my experience...read more
