by March 7, 2013
In both consumer and B2B market research we are often faced with
questions from clients that require both quantitative research
methods as well as the deeper insights that come from unstructured
or more qualitative approaches. Fortunately, online survey
platforms such as Cvent allow us the ability...read more
by March 5, 2013
Seldom is there a customer experience that doesn’t have an
underlying emotional dimension. Harnessing this fact is an issue
that Big Data has yet to fully resolve. However, for decades those
in the consumer behavior camp have understood this. The emotional
component to a decision or experience is...read more
by February 22, 2013
According to a recent Business Insider article, “American adults
are invited to take surveys 7 billion times each year, with 24% of
respondents indicating they were asked to take part in more surveys
this year than in previous years.”Customer surveys are an excellent
tool to gauge satisfaction and...read more
by February 21, 2013
The season of Valentine’s brings out the best in some and the worst
in others. Many of us find ourselves reminiscing about first dates
and whether or not the date led to a meaningful relationship. The
same romantic wonderings can be applied to the customer – company
relationship. When cast in this...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 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 January 10, 2013
Customer satisfaction with a product or service is a function of
expectations. Are they met or better yet are they exceeded? This is
the playing field that marketers have to navigate on a daily basis.
What makes it especially challenging is that we have to often rely
on forces and people outside of...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 December 28, 2012
Even healthcare practitioners need to understand that choice exists
in the market! This is why I strongly prescribe a healthcare
satisfaction survey. This should be taken quarterly, at a minimum,
for the full effects to be seen. Customer satisfaction measurement
is well known in the consumer and B2B...read more
by December 27, 2012
In the world of marketing, it’s common for reports to be swarming
with data and benchmarks drawn from hundreds of different touch
points like email, website, search, social, mobile, reviews,
comments, and more. However, even with the plentiful amount of data
we collect, insights are hard to develop....read more
