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27 Ways to Always Deliver Excellent Customer Service Experiences
The last week of August is Be Kind to Humankind Week. As the week comes to a close and we head into a holiday weekend, I thought this list couldn't be more appropriate! Answer the phone Be polite...
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5 Things Apple's Training Manual Can Teach us About Happy Customer Experiences
I think we can all agree Apple does Customer Experience well. They've spent quite a bit investing in the retail experience and there's a lot we can learn from their success. While reading a recent...
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Capturing the First Time
Do you remember your first time? Well if it was your first kiss then I hope you would remember. In this case I am referring to first time you became a customer of (fill in the blank). How you feel...
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The Whys and Why Nots of the Purchase Process
Knowing the reasons why someone has bought your product or service is valuable consumer insight, which applies to both consumer and certainly B2B marketing research. Having this data handy makes it...
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The Mathematics of Customer Satisfaction
Customer satisfaction is often considered to be a fairly soft measurement, relying on such markers as client feelings and industry leanings. Zack Urlocker, a guest contributor for Forbes, has provided...
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Being Dynamic: 4 Ways to Improve the Respondent Experience
Making your survey dynamic is one of the easiest ways to engage the respondent and make his or her experience more memorable. Why is that critical to your success? Engaged respondents are more apt to...
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Developing Personality Profiles for Messaging Strategy
We all have a unique personality. It is part of what makes us special to those we call family and friends. It is also a trait that can be leveraged by marketers, more so for consumer and to a lesser...
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Come One, Come All!
Come one, come all may be a useful approach for some, but in today’s world of online market research it is wasteful. How do we assure we get data from the key groups we want to reach? That’s a simple...
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Harnessing the Power of Social Media
Hopefully by now we're all aware of how important social media can be to market a product or idea to a large audience. But did you also know how much social media can affect the research process? A...
View ArticleUsing Outside Samples
When is it appropriate to look outside your house files for potential respondents? I go outside for sample when my internal database does not have adequate coverage in a key response group or when an...
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The Last Question Standing
Show me the way out. I am sure many survey respondents have thought this as they slugged their way through a lengthy survey. And while some of us may wish we could lock people in, the door to leave is...
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Left Out in the Cold
As a father and an avowed market researcher, it is truly a good day when both these roles overlap. They are currently in conjunction as my youngest daughter Lilly is studying statistics as part of her...
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Measuring Purchase Influence
Measuring influence is a common practice in both consumer and B2B marketing research. Understanding the dynamics of the purchase process is critical to both effective messaging as well as the overall...
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Message Testing 123
There isn’t a marketer out there who hasn’t at one time or another questioned whether he or she was putting the right messages into the market. After all it is all about how and what we communicate....
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Finding Nuggets in the Stream
Anytime we send out a survey, we are opening ourselves up to criticism. Both consumer and B2B market researchers can find themselves in the crosshairs of angry or unsatisfied consumers. But it is in...
View ArticleDifferentiate This!
In the halcyon days, marketers could put almost anything into the market and it would sell (does anyone remember Pet Rocks?) Such are not these days anymore. With a slow growth economy, marketers have...
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The Almighty 'Other'
The almighty ‘Other’ category can be incredibly useful in creating meaningful input for survey data analysis. As a B2B marketing researcher, who has spent considerable time in the consumer market...
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Using verbal and numerical scalepoints
Some things in life just don’t mix. Oil and water. Gasoline and an open flame. Well in the world of consumer and B2B marketing research, the question whether numbers should be mixed with text...
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Tell me what you think
As market researchers, we are frequently asked to assess the opinions of our constituents. In the process of questionnaire creation, this can take the place of asking one group directly about their...
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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...
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