Category Archives: Customer Satisfaction

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

Research powers NFL’s drive to enhance fans’ game-day experience

Thanks to digital platforms like Facebook, Twitter and LinkedIn, as well as mobile apps on smartphones and tablets around the world, consumers can now share their experiences — good or bad — with the masses, resulting in either increased brand … Continue reading

Posted in Brand and Image Research, Customer Satisfaction, Online Surveys and Research, Qualitative Research, Quantitative Research | Comment

Make 2013 the year of the customer

Editor’s note: Joe Langner is executive vice president, midmarket solutions, at Sage North America, an Irvine, Calif., business management software and services firm. The year 2012 was a whirlwind of influences on the business landscape – some of them good … Continue reading

Posted in Business-To-Business Research, Customer Satisfaction, Marketing Best Practices | 1 Comment

Are you putting your rock star customers to work?

Editor’s note: Bill Lee is CEO of educational organization Customer Reference Forum and author of The Hidden Wealth of Customers: Realizing the Untapped Value of Your Most Important Asset. Increasingly, companies are figuring out that they have access to a … Continue reading

Posted in Business-To-Business Research, Customer Satisfaction, Marketing Best Practices, Social Media and Marketing Research | Comment

Customer satisfaction research: why it’s everywhere and nowhere

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. We participated in the early development of customer satisfaction measurement. In the late … Continue reading

Posted in Customer Satisfaction, Market Research Best Practices, Marketing Best Practices, The Business of Research | Comment