Beyond Navigation: Get the Most from Website Usability Research

The role of brand websites has evolved well beyond serving mainly as information sources.  They’ve become interactive communication tools that can either enhance or diminish your brand relationships. That’s why it is so critical to collect usability feedback from visitors to ensure you have the right content, an appealing design, and intuitive site navigation from the start.  

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Can You Keep A Secret?

“Trust is the glue of life.  It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.”  – Steven Covey

Can people trust you to keep a secret?  Let’s face it, it’s not always easy, but being trusted to keep certain information confidential is a relationship building-block and a sign of true character. 

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Are You a Product Trailblazer?

“Do not go where the path may lead, go instead where there is no path and leave a trail.” ~Ralph Waldo Emerson

What is a trailblazer? Trailblazers create a path for others to follow where there once was none.  Product trailblazers continually look for ways to innovate, enhance, and expand their product and service offerings. 

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Keeping the “Partner” in Partnership

“Coming together is a beginning, staying together is progress, and working together is success.” ~ Henry Ford

We’re all aware of the fact that “two heads are better than one,” but in our fast-paced work environments it can be hard to make the time for team collaboration. 

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Broken Brand Promises: Three Lessons about Turning Mistakes into Opportunities

It’s a brand manager’s worst nightmare. You wake up in the morning to find your brand unexpectedly in the headlines or trending on social media – probably not good news. Unfortunately, there are plenty of examples we can point to, from the Wells Fargo fake account controversy, Chipotle’s food safety scares, or Samsung’s recall of their Galaxy Note 7 phone.  

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Which Methodology is Right for You? Qualitative? Quantitative? Or Both?

As marketing researchers, we’re often asked about the differences between conducting qualitative vs. quantitative research and when to choose one over the other. At its most basic, qualitative can provide answers to questions that start with ‘what’ and ‘why.’  Quantitative research answers questions about ‘how many,’ ‘how much,’ and ‘how often.’ While that distinction is helpful, it does not go far enough in describing the core benefits of each research approach and determining which is right for your needs.

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Steps Toward Securing CX Research Support

Many companies have some type of customer experience (CX) research program in place.  You may already be conducting an annual survey or collecting comment cards to gather customer feedback. However, in order to make the most of your CX research program, you may find that additional resources are needed.

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Maximize the Value of Your CX Program

In today’s customer-centric marketing landscape, most companies understand the value of having a customer experience (CX) research program in place to identify ways to improve their customers’ brand interactions. Finding ways to maximize the value of your CX research program is critically important. 

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7 Tips for Conducting Multicultural Research

“A wise man adapts himself to circumstances, as water shapes itself to the vessel that contains it.”                                                                                                           Chinese Proverb

It’s no surprise that American society is in a state of constant flux.  Our country’s demographic make-up continues to shift. 

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Net Promoter Score – Going Beyond the Ultimate Question

In 2006, the Net Promoter Score (NPS) metric took the business world by storm, when Fred Reichheld, of Bain & Company, published The Ultimate Question: Driving Good Profits and True Growth. Based on his research, Reichheld proposed that by asking customers a single question, how likely they would be to recommend a brand to a friend or colleague, businesses could calculate one score to monitor the quality of their customer relationships.

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