Category Archives: Customer Satisfaction

Does your tracking study account for a sampling bias?

Editor’s note: Joe Hopper is the president of Versta Research, Chicago. The next time you analyze the results of your customer satisfaction or brand loyalty tracking study and you notice an upward or downward shift, ask yourself this: Is it … Continue reading

Posted in Brand and Image Research, Consumer Research, Customer Satisfaction, Data Collection/Field Services, Data Processing, Market Research Best Practices, Statistical Analysis | Comment

Why e-com needs to provide true personalization

Editor’s note: T.J. Gentle is the CEO and president of Smart Furniture, Chattanooga, Tenn. Personalized experiences engage customers. That principle has been well-known to merchants for hundreds of years – maybe even longer – ever since they discovered that learning … Continue reading

Posted in Advertising Research, Behavioral Economics, Consumer Research, Customer Satisfaction, Retailing, The Business of Research | Comment

Social data: An interview with eDreams ODIGEO

Editor’s note: Europe’s eDreams ODIGEO is the world’s largest online travel company in the flight sector and the largest publicly traded European e-commerce company by profitability. Emilie Rose, international client success director at Bazaar Voice, Texas, recently had the chance … Continue reading

Posted in Consumer Research, Customer Satisfaction, Data Collection/Field Services, Market Research Best Practices, Social Media and Marketing Research, Statistical Analysis | Comment

Why CMOs need to embrace user-generated content

Editor’s note: Gene Austin is the CEO, president and director at Bazaarvoice. This is an edited version of a post that originally appeared here under the title “Follow your customer: The need for authentic and visual content.” The only constant … Continue reading

Posted in Advertising Research, Big Data, Brand and Image Research, Business and Product Development, Consumer Research, Customer Satisfaction, Market Research Findings, Marketing Best Practices, Research Industry Trends, Retailing, Social Media and Marketing Research | Comment

In-N-Out reminds us innovation doesn’t need to be complex

Editor’s note: Hilary O’Haire is the senior associate at Chadwick Martin Bailey (CMB), Boston. This is an edited version that appeared here under the title “In-N-Out serves up a side of innovation.” I’ve recently returned from a vacation to California … Continue reading

Posted in Consumer Research, Customer Satisfaction, Food/Sensory Research, Innovation in Market Research, Millennials | Comment

Selfie: the next big thing in respondent feedback

Editor’s note: Jason Jacobs is a mobile solutions engineer for Confirmit, N.Y. With the adoption of mobile technologies reaching new heights, the abilities and capabilities for researchers are ever expanding. It is estimated that over 80 percent of the world … Continue reading

Posted in Advertising Research, Consumer Research, Customer Satisfaction, Innovation in Market Research, Qualitative Research, Quantitative Research, Research Industry Trends, Retailing, Shopper Insights, Social Media and Marketing Research, The Business of Research | 1 Comment

10 new skills that marketers must learn

Editor’s note: Larry Weber and Lisa Leslie Henderson are co-authors of The Digital Marketer: 10 New Skills You Must Learn to Stay Relevant and Customer-Centric. For more information click here. Marketers have been gulping down change for the last decade. … Continue reading

Posted in Big Data, Brand and Image Research, Consumer Psychology, Customer Satisfaction, Marketing Best Practices, Shopper Insights | Comment

Tips on helping brand advocates generate shareable stories

Editor’s note: Terry Vavra and Doug Pruden are partners at research firm Customer Experience Partners. Vavra is based in Allendale, N.J. Pruden is based in Darien, Conn. – See more at: http://researchindustryvoices.com/2013/05/23/social-media-listen-or-not-respond-or-not/#sthash.Kq33Qzvx.dpuf Editor’s note: Terry Vavra and Doug Pruden are … Continue reading

Posted in Brand and Image Research, Customer Satisfaction, Social Media and Marketing Research | Comment

When customers contact companies, phone still preferred

While consumers have been happy to replace the traditional with the digital in so many aspects of their lives, the e-love doesn’t seem to extend to their interactions with companies. A recent study found that the good old-fashioned telephone often … Continue reading

Posted in Brand and Image Research, Customer Satisfaction, Financial Services Research, Social Media and Marketing Research | 1 Comment

How to avoid the 10 most common loyalty program pitfalls

Editor’s note: Anna Koren is director, Ipsos Loyalty. This is an edited version of a post that originally appeared here under the title “Loyalty programs are everywhere – but are they any good?” Companies have long sought to leverage loyalty … Continue reading

Posted in Brand and Image Research, Customer Satisfaction, Food/Sensory Research, Marketing Best Practices, Promotion Research | Comment