Customer [Self] Service

Your cell phone can be used for just about everything these days, from paying bills or finding a place to eat, to ensuring you locked your front door - from the other side of the country. Can it also help strengthen your customer relationship management strategy? Erika Morphy at CRM Buyer wrote a...read more

5 Best Practices for Designing Mobile Surveys

When online surveys came on the scene for the first time in 1999, there was initial hesitation. Was online really going to replace phone and mail surveys? As online has become the norm over the last decade, we've learned there's still a place for multi-mode feedback collection. In fact, with social...read more

The Rise of the Smart Device: Mobile Surveys are Essential

According to a recent study highlighted in eMarketer’s Key Trends and Benchmarking webinar, 84% of the American population accesses the internet via a smartphone, while 76% send and receive emails with their phones. These are big numbers that don’t even account for tablets replacing laptops for both...read more

Reflections upon a Career in Research

I have accepted the bold challenge of teaching an introductory marketing research course. As I have prepped for the course over the last few weeks, I have taken the time to reflect upon what first drew me into the fray. A rare convergence of events took place during that winter quarter in 1983. The...read more

The Need for Mobile Surveys is a Comin'

  Consumers are going mobile! McKinsey just released the results of a research study which clearly depicts the passion we hold for our mobile devices. According to the authors, there has been an 18-point increase since 2008 in the percentage of US online consumers that are now power users of their...read more

Mobile Access: Reaching Your Audience on Their Phone

iPhone. Smartphone. Blackberry. Wi-fi. It seems like there are endless ways to be connected to anyone, any company, anytime, anywhere. A recent survey from Pew Internet confirms that mobile use is on the rise and will most likely grow in the coming years. Going online via a laptop has increased by...read more

Customer-Centricity Could Pay, According to iTunes Users

In our on-demand world where more and more products and services are tailored to our every whim and need, it seems as if this expectation holds true (as well) in the world of music. Between seven and eight million iTunes users would pay a minimum monthly fee of $10 to have either streaming music or...read more

Putting Their Money Where Their Mouth Is

A recent survey, Syniverse Mobile Banking of U.S. Non-Online-Banking Consumers, revealed that financial institutions in the U.S. as well as in global markets, have chosen to focus their resources on customers who already bank online while placing fewer resources on those who don’t. In focusing on...read more

Survey Shows the Importance of Demographic Questions

In a recent survey from the National Center for Health Statistics, results show that 1 in 4 households no longer has a landline. That statistic is just the tip of the iceberg for landline decline, too. The study also reveals that, of those who do have landlines, about 15% of them do the majority of...read more

More Survey News from the Mobile Device World

In an earlier post, I explored the decline in Blackberry customer loyalty and the importance of regular surveying to ensure that a company is meeting customer needs. This morning, I discovered the results from a recent Changewave research study that reveals just how badly some mobile device users...read more
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