by December 20, 2012
'Tis the season for major purchases. It is also the season of
events that can trigger either deep satisfaction and joy or
dissatisfaction and regret. Let’s look at this latter emotional
state. How we feel about a purchase, after we have got it home and
in the coming weeks is critical to our...read more
by November 5, 2012
When it comes to metric data you have the ultimate flexibility in
the analytical strategy you can employ. Examples of metric data
include population, age, years of education, income, monthly sales,
etc. Certain forms brand awareness and customer satisfaction
measures can also be considered metric....read more
by October 24, 2012
When we ask for customer feedback on a survey our focus is almost
entirely on a specific product or service in question. Quite often
it involves measuring customer satisfaction, brand awareness or
some other variable directly impacting the 4Ps. However there seems
to be a trend toward concluding...read more
by June 11, 2012
Dealing with customer service representatives, particularly those
stationed on phones in call centers, can be a frustrating
experience. I always picture an episode of the television show
Friends, where Phoebe takes a job as a call center operator selling
toner. She's given a huge binder of scripts...read more
by June 5, 2012
As I have reported recently there are trends afoot in customer
satisfaction (CSat), loyalty and retention that will make marketers
jobs more challenging in the years to come. Yet should we throw in
the towel and give up measuring customer satisfaction and its
impacts upon loyalty, retention and...read more
by May 2, 2012
Money can't buy happiness, or so we've been told. Michael Norton
calls the bluff in this TED Talk saying if you believe this, you're
spending wrong. If you don't have time right now to watch this
video, I'll give you the secret to buying happiness: Be
Prosocial. Spend the money on someone else. It...read more
by April 11, 2012
The workplace can seem like such a serious place, and sometimes it
should be. Research from fall 2011 that was conducted for
Accountemps found that nearly 60 percent of chief financial
officers thought that having a sense of humor helped an employee
fit in with the companies' culture. That's right,...read more
by March 30, 2012
Is customer satisfaction strictly a function of the product or
service the consumer purchased? The short answer is no. Is it
solely dependent upon the context of the purchase situation? Again,
no. From the depth of customer satisfaction research we can glean
that customer satisfaction is a...read more
by March 21, 2012
On occasion I come across a post that really moves me to action. In
a recent Greenbook newsletter Edward Appleton raised two strong
points about market research’s role. I strongly suggest reading his
post if time permits, but in summary he raises a few questions that
we need to be able to answer....read more
by February 20, 2012
It is that time of year where the major annual project for my
employer is about to be released to the masses. This annual study
focuses on skills, training, and certification in the IT space,
although this year questions were included for non-technical
professionals. It is decidely a B2B marketing...read more
