by February 15, 2013
Think about your own experiences, when you are unhappy with a
product or service and tell the company, what do you expect to
happen? If you're thinking, "Nothing. Companies don't listen to
customer feedback" I wouldn't blame you. But I hope you're more
like me: I expect a response. But not a generic...read more
by January 29, 2013
In a recent post, I covered segmentation basics and briefly
examined the debate around which variables are best used for the
project. The point to remember is that marketing organizations can
often benefit from multiple segmentations depending upon the end
user (e.g. direct marketing, sales,...read more
by June 28, 2012
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. While...read more
by December 19, 2011
What is a survey without a goal? In these ‘must have it yesterday’
times it is all too easy to lose sight of why we are conducting
research. This is the double-edge sword that we work in. Having an
online survey platform, and access to potential respondents through
online panels, can lead...read more
by August 5, 2011
Professional services cost. Quality services come at a premium. So,
some companies, especially small or starup businesses, try to save
money by doing their own market research. Without knowing exactly
what marketing and market research are, or how to use them,
companies that choose to go the...read more
by March 28, 2011
Starting a business is risky. Entrepreneurs know this going in.
They do what they can to minimize risk by doing market research to
determine what their potential competitors are doing, the size of
their chosen markets and -- most importantly -- what their
potential customers need and want.There is...read more
by March 21, 2011
In the era of enourmous data, the strategic sensemaking process can
be very insightful for market research and customer feedback. It
can help us constantly maintain the right balance between actions
and retrospections. Sensemaking is the process about how we give
meaning to the world around us. If...read more
by November 22, 2010
The leading brand in a category can often command a price premium.
Strategies for getting to that top position are outside the scope
of this blog, but you can rest assured that market research is a
critical component to the equation. Let’s start this exercise with
defining what a brand is. The...read more
by October 21, 2010
While most companies strive for good customer service, it is not
always achieved. How people and companies respectively define good
customer service can differ. As a result, companies may think that
their business model achieves great customer service, but the
actual customers (who have defined good...read more
by September 30, 2010
Connecting with customers doesn't always come easily so many
companies focus on branding themselves in ways that will appeal to
their target audiences while hoping that they reach consumers
outside of it, too. Taking the time to survey consumers and
understand what they think and what they want...read more
