Emotions Have a Place in Customer Experience Management

Festival people, facial expression

It’s about the emotions, or is it? On June 4, 2015 Michael Allenson and Jen Rubin, both of Maritz CX, raised questions about how well are emotions integrated into the typical CX program. Much as we would like to think of ourselves as rational beings we each have emotions and they do impact us on […]

How Will Incentives Affect My Response Rates?

Counting dollars bribe

Offering market research incentives can be a major boon to response rates, getting you more completions more quickly. And the good news is that “almost all studies that have evaluated the effect of incentives on quality of response have found no effects”(1). However, before committing administrative and financial resources to market research incentives, understanding how […]

Beware, Predictive Analytics Can Make You Look Like an Idiot

offensive playbook

If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are wrong. In their mind, you (or your model) will be an idiot. So, who would want to use predictive analytics?!? The people who are focused on the big, long-term wins and […]

Dispatches from E3 – The GAEMS Effect

mo

The last two weeks hanging out with the GAEMS team has been amazing.  First of all, kudos to them and their partners Moses and Advaiya for launching an amazing website.  And that too just in time for E3, where I was earlier today.  Though I’ve admired GAEMS for a long time, this is the first […]

The Man Who Predicted the Internet and Today’s Media Landscape

Marshall_McLuhan

It is a rare occurrence when an academic reaches widespread fame beyond their specialties, such as in the case of Neil deGrasse Tyson, Stephen Hawking, or Joseph Campbell. It is almost unheard of for such a figure to be essentially prophetic when it comes to cultural and market shifts in society. That individual would be […]

Think Games, Not Gamification

Board game

Forget everything you know about gamification. Now, remember what you love about games. If you can follow these two simple steps when designing market research studies, the payoff might surprise you. The typical gamification approach is to take a task that isn’t intrinsically enjoyable (e.g., responding to a survey or learning about new industry regulations) […]

The 5-Second Pause

Business woman evaluating job candidate

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a response and perhaps show a bit of themselves that they might not have normally let through, had the interviewer proceeded too quickly. The article argues […]

Is It Time to Redefine Quantitative Research?

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As simplistic as it is, market research is often defined as either “qualitative” or “quantitative.” In conversational use, most researchers use and define these categories fairly similarly. But this is changing. While “qualitative” use and meaning is fairly consistent, we are seeing a notable fragmentation in what the phrase “quantitative research” means to market research […]

The Sexy Side of Retention Marketing

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May 19, 2015 the AMA turned the mike over to Hillary Ashton of Manthan to explore the sexy side of retention marketing. As we know acquisition marketing gets all the glory and is certainly the sexier of the two aspects of marketing. However, the tides they are beginning to change, thanks in part due to […]

You’re Doing It Wrong: 5 Takeaways from #YaleInsights15

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If your brand were a meme, would it look like the one on the right? At the 2015 Yale Customer Insight Conference in New Haven, Connecticut, we heard a lot about the evolving marketplace, powerful consumers, and how to get it right.  We’re living in an increasingly customer-centric world—a world where businesses are taking cues […]


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