The Market Size of the Frivolity Economy

frivolity economy: person swinging 6 shopping bags

Over the 20th century, the US moved from an agricultural economy to manufacturing, then to a services economy. What’s next? Probably a frivolity economy. This often bothers people, on the left and the right. A standard complaint about capitalism is that it devotes enormous energy to producing things we don’t need and shouldn’t want. Many [...]

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Strengths and Limitations of the Customer Effort Score

Unhappy customer on phone

The Harvard Business Review article “Stop Trying to Delight Your Customers” espouses the Customer Effort Score (CES) as a superior predictor of customer loyalty as compared with two other widely used metrics—Customer Satisfaction (CSAT) and the Net Promoter Score (NPS). While the article on the whole offers strong, if not always unique, perspectives on the [...]

Cutting through the Clutter of Social Media

Designer's Table with Social Media Notes and Tools

In a recent webinar, Anna Startseva and Cassie Clayton of Netbase introduced a few interesting tricks in cutting through the clutter that is pervasive in social media data. The advantage of a tool like Netbase is it allows marketers to understand the volume and public sentiment about their own brand plus that of their competitors. [...]

Co-creation: What’s in It for Consumers?

group painting graffiti

Whenever we refer to customer co-creation we always talk about all the different ways our clients can utilize it.  We stress to them that co-creation opens a two-way conversation with their own customers and they can connect with their customers in a way that they have never been able to before.  This month I want [...]

4 Reasons to Urgently Embrace Mobile Market Research

In the Moment book cover

Having talked to five research experts utilizing mobile in different ways, understood their perspectives on the pros and cons, I have come away with a clear sense that mobile really does offer MR something different. We need to take it seriously. Coming off the fence: yes, we should at least have a sense of urgency [...]

5 Areas Where B2B Customer Experience Disappoints

office workers in office building at night

Ineffective and disorganized processes catering more to the company than its customer not only cause difficulty and frustration for customers, they detract from a company’s ability to be efficient – and in the end, more profitable. What will it take for firms to be more successful at “simple?” To help answer this question, Walker queried [...]

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“How To” Posts

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How to Collect Competitive Intelligence

At last week’s Insights & Strategies Conference of the Marketing Research Association, Sean Campbell of Cascade Insights discussed competitive intelligence in the age of search engines. Cascade Insights provides competitive research and market intelligence to B2B hardware, software, and high-tech services companies. Too often, companies obsess about their own customers. This blinds them to potential [...]

victory

How to Set Marketing Research Goals and Objectives

In a previous post, I laid out a marketing research plan.  The first steps of the marketing research plan was setting goals and objectives.  You might think that this is a same-old, same-old process.  But it isn’t.  I’m going to approach this in a different way that will get you better results. Begin with the END [...]

Apple iPhone Dueling Samsung Galaxy

How Samsung Outflanked Apple Using Social Media Research

An excellent case study demonstrating the value of social media research has emerged from an unlikely source: the Apple vs. Samsung patent dispute. Documents shared as part of the court case reveal some fascinating information about how the two companies were thinking about social data in 2013. It shouldn’t still bear saying in 2014, but [...]

woman looking in mirror

Avoiding Confirmation Bias

One of the key skills in the sphere of market research and consumer insights is avoiding bias in the research. As we know, bias is a result of subjectivity. It’s the personal subjective lens used to view the world and is often based on certain intrinsic parts of character (gender, race, age, etc.) as well [...]

bulb and team of paper man showing concept of teamwork

3 Phases of Collaboration Throughout the Innovation Lifecycle

When companies or individuals consider crowdsourcing as a component of ongoing innovation for their organization, they often think that their network is only involved in the initial phase: ideation or idea gathering. This phase of crowdsourcing is often referred to as open innovation. And although numerous innovation software solutions provide this base level of functionality, [...]

Steps

Missed the Discrete Choice Conjoint Webinar? Never Fear.

Today Survey Analytics held a very well-attended webinar entitled, “How to Run Discrete Choice Conjoint Analysis.” Missed it? Never fear. Click this link for a copy of the webinar video and slides. The webinar recording will help you understand: What discrete choice conjoint analysis is The theory and logic behind discrete choice conjoint analysis When to use [...]

Twitter bird in hand

10 Things Survey Researchers Should Know About Twitter

We’re counting down our Top 10 blog posts of 2013. Coming in at #4 is this post originally published July 31. Over the last couple years, I’ve been looking at Twitter’s potential in survey research.  Why Twitter?  Because it’s vast, it’s fast, and it’s cheap.  Recently, at the 2013 FedCASIC Workshops, I presented ten things survey [...]

Flowers on Table - OpenTable

How to Ensure a Great Customer Experience: Keep it Simple

In my previous post, I sang the praises of OpenTable, the online restaurant reservation service that I believe has helped both diner and restaurant by establishing such an easily managed relationship between the two. I’m still praising OpenTable, but this time around, I’d also like to offer the company a gentle admonition: Stick to what [...]

tradeoff triangle projectable innovative or simple

Projectable, Innovative or Simple? Pick Two

We asked some of our favorite bloggers to provide us a “lost gem” – a great article that deserved wider response than it received the first time it was published. This piece by Kathryn Korostoff was originally published April 15 on her Research Rockstar blog. “Cheap, fast or good. Pick two.” It’s a bit of dogma [...]

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How to Present Research Data in a Way that Inspires Action

It’s one thing to collect data and feedback – but quite another to analyze and present the data in a way that is clear and inspires action. The Power Presentation Outline Here’s a presentation outline that you can use the next time you have to put together a killer presentation using research data.

abandon

Why Panelists Abandon Surveys

If the greatest challenge of conducting market research is getting a qualified sample to respond to a survey instrument, the second greatest challenge has to be getting them to complete that instrument. In almost any survey any of us have ever conducted, we’ve seen the dreaded “Number abandoned” statistic, describing the number of people who [...]

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