by June 12, 2013
Previously I spoke about the iceberg principle which states
that only 10% of a problem’s true nature is visible to decision
makers. It is the 90% that lies below the surface that offers
market researchers the greatest opportunity to do good for our
organizations.In order to reach a comprehensive...read more
by March 28, 2013
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 structure...read more
by March 15, 2013
One of the biggest complaints people have about the net promoter
score is that respondents don't need to put their money where their
mouth is, so to speak. We ask the, how likely they are to recommend
us to a friend, family member or colleague, but do they actually
recommend us? It's certainly a...read more
by February 21, 2013
LinkedIn can be an excellent platform not only for networking, but
also for holding meaningful discussions with others in your line of
work. A member of the Customer Experience Management LinkedIn Group
posed this discussion question to her fellow CRM-minded members:
How are we actually defining...read more
by January 9, 2013
Testing 1,2,3, test, test. Consumer and B2B market
researchers, well actually researchers of all stripes and
disciplines, are tasked with collecting data. Said data can be from
transactions, a customer satisfaction survey, brand awareness
tracker, or some other data collection method (e.g. analysis...read more
by June 13, 2012
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
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 28, 2012
Like it or not, as researchers we are in the wordsmithing business.
Either we are developing questionnaires to probe into constructs
such as advertising awareness or customer satisfaction, or we are
analyzing respondent comments for depth and tonality. At the end of
the day we take these words and...read more
by March 27, 2012
Josiane Feigon, president of TeleSmart Communications, Inc., used
to love planning all the intricacies of her kid's birthday parties:
the food, the games, the activities, and of course, the goodie
bags. Goodie bags are a great way for your child to say "Thanks for
coming, and here's something for...read more
by January 30, 2012
I recently came across a post that was too good not to share. The
Service Witch, aka Kimberly Nasief, posted an excellent post on the
good, bad and the ugly of customer satisfaction surveys. Let’s face
it; everyone uses some form of CSat survey in their process. Are
they all timely, well-designed...read more
