Using Research to Maximize Success

Not all product or service launches will be successful. There are statistics aplenty that will confirm the challenges faced when starting a business or launching a new product. More will fail than will succeed. Market success is an equation with an ever changing slate of variables, yet one will...read more

Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

Timely Response is Critical

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

Surprising and Delighting

To surprise and delight should be the goal of all marketers. As a philosophy it is bound to increase customer satisfaction and ultimately lead to increased customer retention and quite potentially enhanced profitability. I had such an experience at the grocery store recently. After agonizing over...read more

The Future of Banking Satisfaction

A recent study Chadwick Martin Bailey on branch banking raises some interesting thoughts on how to maximize bank customer satisfaction. As those of us who have had more than a few years under our market research belts can attest customers will say they value one thing yet their behavior indicates...read more

Customer Insights Comes from 3 Streams: Tips for Measuring Social Media

At one point, not too long ago, marketing research involved the collection of quantitative survey data and in-depth opinions through qualitative focus groups and interviews. Oh, how that has changed! The second stream in this river of consumer insight came when data mining became economically...read more

Consumers Trust Online Reviews as much as Personal Recommendations, Survey Says

Trust is one of those constructs that underlies all relationships from personal to professional. If you cannot trust your spouse or partner, who can you trust? The same goes for professional relationships. In this era of expeditious means of conveying both positive and negative feelings to the...read more

Be Mindful of the Social Networks’ Hidden Influences

Earlier, when we used to live in tribes, everyone knew everyone else; there was a presence of naturally strong feedback systems. And, we knew it was important to build networks, and, add positive value to it, to make sure that we get support when we need. No one felt the need of any sophisticated...read more

Want to Engage Customers? Do Something that Matters

For years, there had been a very suffocating preconceived notion that if you have a social mission, you are not allowed to make profit.  And, if you exist to make profit, it is not logical to waste your time and resources on the social missions.  It had been assumed that customer satisfaction is...read more

Keep Track of Notable Events

On occasion you hear a story that just makes you stop and pause. The story about Delta Airlines charging soldiers returning from Afghanistan additional fees for baggage is one of those stories. Regardless of your feelings on the US commitment to Afghanistan, what can be said is that Delta Airlines...read more
Crimes in Design Webinar
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