Category Archives: Customer Satisfaction

8 steps to improve your customer satisfaction program

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. This is an edited version of a post that originally appeared here under … Continue reading

Posted in Business and Product Development, Consumer Research, Customer Satisfaction, Market Research Best Practices, Market Research Techniques, Marketing Best Practices, Shopper Insights | Comment

Are consumers breaking up with mass market?

Editor’s note: Dave Fish is responsible for global marketing and product development for Maritz Research, St. Louis. This is an edited version of a post that originally appeared here under the title, “It’s not you, it’s me. The quiet breakup … Continue reading

Posted in Brand and Image Research, Business and Product Development, Consumer Research, Customer Satisfaction, Food/Sensory Research, Market Research Findings, Millennials, Product Research, Promotion Research, Retailing, Shopper Insights | 1 Comment

The lasting impact of crises on brand perception

Editor’s note: Rion Martin is the marketing director of social media technology firm, Infegy, Kansas City, Mo. Dennis Syrkowski is the president of the automotive practice at Phoenix Marketing International, Rochester Mich. With Ford recently recalling nearly 600,000 vehicles and … Continue reading

Posted in Automotive Research, Consumer Research, Customer Satisfaction, Market Research Findings, Shopper Insights, Social Media and Marketing Research | Comment

Do you know how much your customers are worth?

Editor’s note: Mark Haller is an advisory partner at the Chicago office of New York-based professional services consultancy PwC. This is an edited version of a post that originally appeared on the American Marketing Association’s blog under the title, “How much … Continue reading

Posted in Business and Product Development, Consumer Research, Customer Satisfaction, Marketing Best Practices, The Business of Research | 1 Comment

A look at the gap between online and in-store commerce

Editor’s note: Brian Kilcourse is managing partner at Retail Systems Research, San Francisco. This is an edited version of a post that originally appeared here under the title, “What will it take for commerce platforms to converge?” We hear it … Continue reading

Posted in Advertising Research, Behavioral Research, Brand and Image Research, Business and Product Development, Consumer Research, Customer Satisfaction, Market Research Findings, Shopper Insights | Comment

Why retailers should stop relying on old strategies to stay relevant

Editor’s note: Demetrios Tzortzis is associate principal of digital strategy at marketing technology and services company Acxiom, Denver. This is an edited version of a post that originally appeared here under the title, “Will retailers bend for these trends?” The … Continue reading

Posted in Advertising Research, Big Data, Brand and Image Research, Business and Product Development, Consumer Research, Customer Satisfaction, Data Privacy, Demographics, Millennials, Product Research, Promotion Research, Shopper Insights | Comment

Building the consumer story using smartphone capabilities

Editor’s note: Erik Olson is the vice president and senior qualitative research consultant at Market Strategies International, Westport, Conn. This is an edited version of a post that originally appeared here under the title, “The smartphone revolution: four capabilities you … Continue reading

Posted in Advertising Research, Behavioral Research, Big Data, Consumer Psychology, Consumer Research, Customer Satisfaction, Data Collection/Field Services, Data Privacy, Innovation in Market Research, Market Research Techniques, Shopper Insights, Social Media and Marketing Research | Comment

Capturing emotional responses? Innovative tech vs. self-reporting

Editor’s note: Amy Maret is Senior Associate Researcher  at Chadwick Martin Bailey, a Boston research firm. This is an edited version of a post that originally appeared here under the title, “Could wearables mean the end of jet lag?” What … Continue reading

Posted in Behavioral Research, Consumer Psychology, Consumer Research, Customer Satisfaction, Data Processing | Comment

Target’s lesson on balancing brand image and consumer relationships

Editor’s note: Rushan Theuni is account manager for research firm Ipsos, Chicago. This is an edited version of a post that originally appeared here under the title, “#LillyforTarget: A lesson in balancing brand image and brand relationships.” There I was … Continue reading

Posted in Advertising Research, Brand and Image Research, Consumer Psychology, Consumer Research, Customer Satisfaction, Retailing, Shopper Insights | Comment

New to MR? Advice for conducting and using research

Editor’s note: Michaela Mora is president of Relevant Insights LLC, a Euless, Texas, research firm. This is an edited version of a post that originally appeared here under the title, “10 key pieces of advice on how to do and … Continue reading

Posted in Consumer Research, Customer Satisfaction, Market Research Best Practices, Market Research Techniques, Marketing Best Practices, Online Surveys and Research, Research Communities | Comment