by June 17, 2013
Brands are living entities. They rise and fall according to
consumer interest in them, which is driven in part by marketing’s
efforts to extend the life of the brand. This is where market
research comes into play. Whether you are a brand manager for a
multi-million dollar consumer brand or the owner...read more
by April 16, 2013
The number of true monopolies in the global economy is not that
large. What this means to the rest of us is that we have to compete
to sell our products and services. Competition can come from both
global competitors and those homegrown in your back yard.To grow in
a soft economy companies must be...read more
by February 25, 2013
There comes a time when those of us in consumer and B2B market
research realize that we are not just the messengers, the conduit
for the voice of the customer, but we also are the change agents.
This realization came to me some time ago, but was reaffirmed while
reading the book Outside In by Harley...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 26, 2013
On occasion a survey comes my way that illustrates, either with
excellence or lack of vision, good online survey design. The
illustration below comes from a customer satisfaction survey
provided by a regional grocery store to their online community. The
table speaks to one dimension of the...read more
by December 21, 2012
For many larger companies, non-profits and governmental
organizations the need for market research is thoroughly
understood, valued and budgeted for. Marketers and strategists
within these entities realize that market-driven consumer insights
are essential to maintaining or expanding their position...read more
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 26, 2012
Measuring customer satisfaction is as much art as it is science.
The mix of art and science varies, but one thing is for sure as we
enter the 2012 holiday shopping season a great deal of attention
will be paid to how satisfied customers are with their shopping
experience. Retail surveys will be...read more
by September 7, 2012
Do you remember your first time? Well if it was your first kiss
then I hope you would remember. In this case I am referring to
first time you became a customer of (fill in the blank). How you
feel about your first experience with a new retailer, vendor or
other company plays a large role in...read more
