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 [...]

Use Data Imputation When Modularizing Mobile Surveys

mobile phone as puzzle

The Problem The market research industry is at a crossroads as client demands push survey length longer while respondents increasingly take survey from smartphones (see Brian Jones’ previous blog on mobile market research trends and best practices). Many advanced analytical techniques require ~15-25 minutes (or more) worth of questioning to function, but many smartphone survey [...]

How Samsung Outflanked Apple Using Social Media Research

Apple iPhone Dueling Samsung Galaxy

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 [...]

How to Collect Competitive Intelligence

chessboard in checkmate

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 [...]

How To Use Humor To Increase Survey Response Rates

The Survey Playbook cover

Why are surveys so humorless?  Are we doing something so vital and critically important that we have to ask questions in such serious tones?  We’re not performing surgery here; we are having a conversation with our customers via a survey (although I am sure even surgeons tell jokes to one another over the operating table).  [...]

4 Ways To Use On-Demand Qualitative Research

On Demand button

As a marketing executive or brand manager you’re faced with decisions all day long that might affect the short- or long-term survival of your product or brand. Wouldn’t it be great to have on-demand qualitative research at your fingertips to help make those decisions? Here’s 4 ways you might use on-demand qualitative research to improve [...]

Global Mobile: It’s Here, But Are Your Surveys Ready?

Touchscreen smartphone and Earth globe

The ubiquity of mobile devices has opened up new opportunities for market researchers on a global scale. Think: biometrics, geo-location, presence sensing, etc. The emerging possibilities enabled by mobile market research are exciting and worth exploring, but we can’t ignore the impact that small screens are already having on market research. For example, unintended mobile respondents make up about [...]

How to Do Proper Strategic Planning With Market Research

Golden Compass Needle on a Black Field Pointing to the Word Research

Are you looking to improve your business runs on a day-to-day basis? Then it may be time for you to focus on strategic planning with market research. Identifying how and by whom strategic decisions are made, what information is used to inform those decisions, and how to better use the data you have on your [...]

What Apple Got Wrong with Its Question about the 5c

iPhone 5c in jean pocket

The most popular research tweet on the Twitter #MRX hashtag in the past fortnight was Tom Ewing’s tweet of this screencap: Cor, I can see why Apple don’t make a big thing about their market research – pages of grids, stone age stuff. #mrx pic.twitter.com/uV1rbPDTSq — To Mewing! (@tomewing) May 1, 2014 Some folks on [...]

The N in Text Analytics: Text Mining with Different Sample Sizes

close up of rune stones

I recently had the opportunity to interview Tom H. C. Anderson, the founder of Anderson Analytics, about his ongoing application of text analytics to market research. Q: What’s the process for optimally using text analytics with survey verbatim responses? A: Well, that patented process is something that we’ve obviously put a lot of time and [...]