Using an Insight Community to Unleash the Horsepower of an Engaged Fan

NASCAR insights community

On August 5, 2014, you could hear the sound of the engines and feel the air moving around the track as the cars passed by. NASCAR has a long and storied history of reaching out to and cultivating a near religious experience with its fans. It has translated those efforts into one of the most [...]

Research Industry Index Matches Benchmark

a pair of spectacles on a chart

The 26th wave of the Research Industry Index (RII) – Marketing Research Association’s (MRA) quarterly study to track the health of the marketing research industry in the U.S. – continues to show improved levels. For the first time since the inception of this study, the RII has sustained a score of 100 or higher for [...]

Consumer Co-creation Closes the Gap between Customers and Companies

"Mind the Gap" London Underground notice

Have you ever had a brilliant product idea or modification for your favorite brand? Did you ever try to communicate your idea to the company? Perhaps you didn’t know where to begin, and if you did, you probably didn’t get far. Even when companies provide a “Contact Us” form or customer service line, something seems [...]

BLS Uses Meta-Feedback to Hone Its Surveys

Bureau of Labor Statistics logo

Think about the last time you wanted to look up a statistic, apply for a new passport, or had a tax question. The federal government provides vital services to the citizens via the Internet, and with the use of a website your questions can be answered in a matter of seconds. Naturally, the usability of [...]

6 Ways Market Researchers Can Use Social Media Analytics

Visible Technology screenshot of Apple social media analytics

On Tuesday, Visible Technologies stepped up to the Quirks stage to share their thinking on how traditional market researchers could benefit from incorporating social intelligence into their existing research streams. Ken Giffin, VP with Visible Technologies, took listeners for a test drive of their platform and described the six ways in which market researchers could [...]

Crowdsourcing Innovation from an Employee Online Community

crowd around flaming stage

In the fall of 2012, BAYADA Chief Operating Officer Linda Siessel challenged the organization to find a solution for identifying and gathering the innovative thinking that was taking place in the 260 BAYADA service offices around the country. BAYADA Home Health Care is a trusted leader in home health care—providing home health care services to [...]

The Challenges of Mobile Market Research

Handbook of Mobile Market Research book cover

The following is an excerpt from The Handbook of Mobile Market Research: Tools and Techniques for Market Researchers by Ray Poynter, Navin Williams, and Sue York. Published under license from John Wiley & Sons, Inc. Given that the arrival of mobile market research has been predicted and evangelized for several years, and given the importance [...]

Do Timed Judgments of Associations Count as Implicit Research?

stopwatch in hand

I recently came across a technique that was described as modeling “neural networks” by measuring the strength of associations between attributes and brands through response latency techniques. It sounds fancy and has the sniff of scientific validity rising from the reference to neural networks and response latency, so I took a closer look. The technique [...]

NYT Sparks Controversy with Embrace of Non-Probability Surveys

New York Times office

If you’ve ever tried to pitch a non-probability PR survey to The New York Times, they’ve said no, saying that it is not representative. (Pro tip: Pitch op-ed columnists and bloggers, as Google Consumer Surveys did successfully with Paul Krugman.) Given this, many of us were excited to see the recent announcement that the reporters of [...]

How to Link Your Customer Experience Program to Business Outcomes

money mechanism with gears

I recently attended the CXPA Conference in Atlanta, where I learnt that if we really want to obtain management’s long-term commitment to CX, we need to “Be Like Bob” – Bob Johnson, that is, President and Chief Service and Information Technology Officer at Sprint. Bob was the keynote speaker on Day 2 at the conference. [...]