Customer Experience (CX)

An ongoing topic in market research is how advances in automation are reshaping our industry. In fact, that’s the main focus of the latest Greenbook Research Industry Trends report (GRIT). The Q1-Q2 2018 GRIT report covers the market research trends, about the ways advances in automation impact how market research is being conducted and delivered. […]

Marketers recognize the strong connection between employee engagement and the quality of a brand’s customer experience. For instance, according to the Temkin Group’s Employee Engagement Benchmark Study, highly engaged employees are more than four times as likely to do something good for the company that is not expected of them, compared with disengaged employees. Read […]

The next generation of consumers, known as Gen Z, are just beginning to enter the workforce and flex their collective spending muscles. Born roughly between 1997-2010, they represent just over a quarter of the U.S. population, with an estimated spending power of $44 billion. Read More

We live in a world where technologies like mobile apps, the Internet of Things (IoT), and artificial intelligence (AI) are becoming common place, and the world of marketing research is certainly not immune to it. For instance, mobile surveys using apps to collect data rather than via web connections are becoming more prevalent. Read More

“Luck is what happens when preparation meets opportunity.” ~Seneca, Roman Philosopher Break-through customer insights can come from many sources. But have you considered how findings from customer segmentation research can uncover meaningful CX insights? Read More

Continuously improving the customer experience (CX) is the primary goal for all brands. While putting the customer first is nothing new, the explosion of customer data available to help guide marketers is unprecedented. Now, more than ever, brand marketers need to have a strategic process in place to ensure they are regularly monitoring and making […]

In the same way that customer experience is no longer just about satisfaction, employee engagement is no longer solely the domain of Human Resources. According to Andrea Sullivan, CMO at Interbrand, “Branding used to be about what’s happening outside your door, but increasingly, about 75 percent of the work that brands do is more squarely […]

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. Read More

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 customer experience research program is critically important. Read More

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 […]