Category Archives: Customer Satisfaction

Why customer satisfaction isn’t enough

Editor’s note: Greg Mishkin is vice president of research and consulting at Market Strategies International, Atlanta. This is an edited version of a post that originally appeared here under the title, “To trust or not to trust: building loyalty in … Continue reading

Posted in Advertising Research, Brand and Image Research, Consumer Research, Customer Satisfaction | Comment

Top retail trends to watch in 2015

Editor’s note: Kelly Short is the director of global communications for San Diego-based Interactions Marketing and the editor in chief of Retail News Insider. This is an edited version of a post that originally appeared here under the title, “Retail … Continue reading

Posted in Behavioral Research, Brand and Image Research, Consumer Research, Customer Satisfaction, Data Privacy, Retailing, Shopper Insights | Comment

A jolly Black Friday infographic

Editor’s note: Paul Abbate is the senior vice president of Ipsos Public Affairs’ Omnibus Services business in the U.S. This is an edited version of a post that originally appeared here under the title, “What’s the deal with Black Friday … Continue reading

Posted in Advertising Research, Consumer Research, Customer Satisfaction, Millennials, Retailing, Shopper Insights | Comment

Advancements in geofencing

Editor’s note: Allen Vartazarian is vice president of product at uSamp, a Los Angeles-based global market research firm. For the past few years, geofencing has allowed researchers to use location-based information as vital data for all types of studies and … Continue reading

Posted in Advertising Research, Behavioral Research, Brand and Image Research, Consumer Research, Customer Satisfaction, Data Collection/Field Services, Online Surveys and Research, Retailing, Shopper Insights | 1 Comment

Transaction volume and customer satisfaction

Editor’s note: Bart Zehren is founder of E-RM, Ill. This is an edited version of a post that originally appeared here under the title, “Moving parts theory of customer service.” I’m quoting myself here again but this piece is so old … Continue reading

Posted in Consumer Research, Customer Satisfaction, Market Research Techniques, Shopper Insights | Comment

TV Everywhere options increase customer loyalty

Editor’s note: Stuart Schneiderman is the senior vice president of consumer insights and measurement for Viacom Media networks. This is an edited version of a post that originally appeared here under the title, “Viacom research finds TV Everywhere ‘additive’ to … Continue reading

Posted in Behavioral Research, Business and Product Development, Consumer Research, Customer Satisfaction, Lifecycle/Lifestyle Research, Market Research Findings, Millennials, Television Research | 1 Comment

Using key driver analysis to uncover meaningful results

Editor’s note: Lynnette Leathers is the CEO of Mindspot Research, Orlando, Fla. This is an edited version of a post that originally appeared here under the title, “Mindspot research survey doctor: key driver analysis.” Sometimes you need more than a … Continue reading

Posted in Brand and Image Research, Business and Product Development, Customer Satisfaction, The Business of Research | Comment

Why the retail banking industry should turn to word-of-mouth marketing

Editor’s note: Brent Robinson is a social media strategist at Bazaarvoice, Texas. This is an edited version of a post that originally appeared here under the title, “Why banks need user-generated content in their marketing.” When did celebrities become the … Continue reading

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

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