Tag Archives: market research

Gamification in Marketing Research – Is it Time to Get in the Game?

Long before the first person rigged a carrot stick in front of a horse, the motivating benefits of gaming techniques have been a part of human society. Today, the term ‘gamification’ is becoming more common in marketing discussions, but not everyone defines it in the same way. Read More

Voices in Concert – Tune into Employees to Enhance Customer Experiences

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 […]

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 […]

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 […]

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. Read More

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 customer experience research program is critically important.  Read More

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.  Read More

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 […]

Walk With Your Customers: The Powerful Impact of Customer Experience Journey Mapping

In the words of tennis great Arthur Ashe, “Success is a journey, not a destination.” Not only do these words ring true for personal success in life, but also in branding.

Listening to the Voice of Employees – How an Authentic Brand Promise is Shaped from Within

As discussed in our recent eBook, “Are You Delivering On Your Brand Promise?” a brand promise gives consumers a reason to consider becoming a customer by promising to deliver a meaningful benefit.  It’s important for marketers to carefully craft their brand promise, cultivate its growth, and monitor its success over time.  Read More