by May 14, 2013
Greg's most recent post, Get Back to the Trenches, reminded me of a
session I attended at the recent Mid-Atlantic Marketing Summit.
Where Ken Chow, CMO at LogiAnalytics, Tom Kohn, Former EVP of
Digital at Cygnus Business Media, Bob London, Founder &
President of London Ink, and Bob Ragsdale, VP of...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
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 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 July 10, 2012
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
by June 7, 2012
How many times have you had a customer service representative go
way beyond expectation and give you really exemplary service? And
of those, how many times did you extol the company to your friends
and family, write a glowing review online, or simply vow to give
that company as much of your future...read more
by December 16, 2011
With Christmas only 8 days away, you know the big man is doing his
final check on his Naughty and Nice lists. This week Jimmy Kimmel
was doing his part to help Santa identify the Naughty and Nice
kids. If you didn't catch that episode, check out this short video:
Like Jimmy, Consumer Reports is...read more
by September 21, 2011
Are you listening? Can you hear me? What am I saying? This is the
voice of the customer calling, as a researcher what do you hear?
This week I have had the opportunity to make a few purchases; one
in particular was a well-researched purchase of a new home printer,
and the other a complete “end of a...read more
by August 9, 2011
Over the weekend, I was shopping for some much needed items for my
house. As I was browsing the curtain aisle, I heard someone
speaking to the man who was stocking the area near me. She
was asking him a series of questions about his work environment,
his department, and his likes or dislikes with...read more
by July 21, 2011
I am a consistent shopper at a certain grocery store and had signed
up for email alerts to receive coupons and deals. I get the
store's emails every month but had not opened them in awhile, even
though I still frequent the store. Recently, they sent me an
email asking me to take a survey in...read more
