Tuesday, August 31, 2010

Where do you get your market research information online?

A recent discussion question in The Market Research Event LinkedIn Group asked over 2,000 market research professionals where they get their market research information online.

Here are just a few of our group's Market Research Resources:
Quirk's http://quirks.com/
Market Research Bulletin http://marketresearchbulletin.com/
Alltop http://alltop.com/
Trend Watching http://trendwatching.com/
Research Live Newsletter from www.ResearchMagazine.com
12 Manage - http://12manage.com/
McKinsey & Company - http://www.mckinsey.com/
Accenture - http://www.accenture.com/
Corporate Executive Board - http://www.executiveboard.com/ *Membership required
Retail Forward - http://www.retailforward.com/
Market Research Mashup - http://mashup.anniktechnology.com/
The Market Research Industry Online (UK) http://mrweb.com/
The Market Research Event - http://themarketresearchevent.blogspot.com
Marketing Power http://www.marketingpower.com/
The Advertising Research Foundation http://thearf.org/
AMA - Oregon Chapter http://ama-pdx.org/
Market Research Global Alliance http://www.mrgasn.com/
#MRX on Twitter http://search.twitter.com/search?q=%23MRX
Romanian National Institute of Statistics http://www.insse.ro
Researchers (Romanian) http://www.researchers.ro/

Click here to visit the complete list, and to add your own market research resources, join our The Market Research Event LinkedIn Group!

Study: Americans want Federal customer service to be a priority

Businesswire.com reports that the results of the “Uncle Sam at Your Service: 2010 Federal Customer Experience Study,” which examined American citizens’ expectations and perceptions of U.S. Federal agencies’ customer service. Whether through Federal student aid, tax processing, disaster relief, or even airport security – U.S. Federal agencies offer services to 307 million Americans every day.

Here are a few highlights from the report:

According to the study, Americans currently grade private sector customer service experiences higher than service received from Federal agencies. The study reveals that Americans want the Federal government to improve customer service, and many are willing to pay for the upgrade:

* 83% of Americans say that customer service is something that Federal agencies can improve
* 42% of Americans say they would pay an additional $10 in taxes each year for better government service – $552.3 million more in taxes annually

Also,

Americans want problems solved quickly, clearly, and with courtesy. Currently, private companies outrank Federal agencies in these categories; however, some agencies are taking great strides to improve service. Despite some improvements, agencies must focus on expanding Web presence and moving more services online:

* 85% of Americans want Federal agencies to provide more information and make more services available online
* 63% of Americans who interact with agencies over the Web are satisfied with their experiences

For more information, visit the original article here.

Google fights spam with Priority Inbox launch

Gmail users rejoice! Thanks to the nifty roll-out of "Priority Inbox" by Gmail, fighting spam has never been easier. We know that Google has rolled out some pretty advanced spam filters; but they've never filtered out the bulk of newsletters, store promotions and Aunt Irma's forwards like they have today. With just a few simple tweaks, you'll be able to customize your inbox to suit whatever it is that's most important to you in Gmail.

Here is Google's how-to video about the service:



Where this news is pretty amazing; Farhad Manjoo at Slate offers a bit of a reality check.

Still, Priority Inbox is a work in progress—even after you train it for weeks to capture important messages, it's not going to be perfect. Technically, sussing out valuable mail is a very different kind of problem from fighting spam. Spam-hunting benefits greatly from crowdsourcing—when millions of Yahoo or Gmail users flag a message as spam, it (and messages like it) gets filtered out for everyone. But the crowd doesn't have much to say about what messages you are likely to find interesting; these are more personal decisions, and they'll require more creative approaches by software engineers. Gmail has made a great start in this effort, but I hope Priority Mail gets competition from Microsoft, Yahoo, and other e-mail companies. We're all going to keep getting more e-mail, and we're going to need all the help we can get.

Monday, August 30, 2010

Corporate Culture at Netflix

How does your work culture affect the success and aid the growth of the employees in your company? I recently came across this presentation. Do you think that having a corporate culture like this one? We've seen NetFlix continually innovate and change the way we watch movies in our home. How much of an effect do you think the culture has on the success of a company?

Foursquare Checks In to Times Square

Even if you've been religiously checking in to Times Square, Foursquare has a gigantic reminder to do so. The social networking site squared off with other ads by displaying, "“Check in, find your friends, unlock your city,” which, according to TechCrunch is the largest digital billboard in Times Square. Will you be checking in soon?

The ad is up against a myriad of visual stimuli and it just may stand out. We wonder if tourists will take note and help spread Foursquare's presence back home? What do you think of the digital billboard?

Friday, August 27, 2010

A Look Back at TMRE 2009: How Consumer & Market Insights Steers Company Strategy & Innovation

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

Keynote Session – How Consumer & Market Insights Steers Company Strategy & Innovation


Presenter: Joan Lewis, Global Consumer & Market Knowledge Officer, The Proctor & Gamble Company

Lewis starts off her presentation by mentioning that P&G has done a lot of work on trying to get natural ingredients products on shelves. P&G has spent a lot of time to figure out what products would be beneficial for consumers and what really matters to them in different countries. Because of this P&G has created products such as the natural ingredients in dog and cat food which has saved many animals with enzyme problems just to name one.

P&G doesn’t always get it right all the time because some products fail. P&G is able to innovate through their Global Growth Strategy:

“Touching and Improving More Consumers’ Live in More Parts of the World…More Completely”

Consumer and market knowledge helps drive company strategy, innovation, and competitive advantage. This has sparked P&G to hold over 15,000 research studies per year and spends over $350 million each year on consumer research. P&G also spends a lot of time connecting with consumers across 80 countries and has about 5 million consumers with whom they do resaerch.

Joan Lewis gives us an example of a case study with Pampers and UNICEF. Moms and dads want to help infants around the world but feel like they are helpless. Realizing this, Pampers launched the “1 pack = 1 vaccine” campaign where tetanus vaccines are giving to underprivileged children around the world. The purpose of the campaign is to eradicate the disease by 2015.

The 2nd case study is about Olay Pro-X. A pretty large contingent of women are interested in skincare, they are interested to spend money and time on research, and are interested in products that actually work. P&G was faced with the challenge of make it shine in order to convey their benefits of working better than $350 priced prescription medications. The packaging of Pro-X and the work done before the product hit shelves added to its credibility at $40-$50 an item. Even though there was skepticism of the product, it has been the largest launch in Olay history. Olay was able to provide consumers with a product that is valuable to them.

The 3rd case study is about Secret Clinical Strength. There was a small group of women who struggled with heavy sweating and a team listened to their problems. These women had a need that P&G could help improve on and deliver a valuable product to them. P&G had the challenge of creating a great quality product and delivering messaging to reach this target. The product has won many product awards and has received many accolades which have made it a huge success in store shelves.

Joan Lewis closes with a quote from P&G CEO, "Our Purpose inspires us. Our Values Unite us. And all our innovation capabilities and culutre focus us on making small but meaningful differences every day..for the consumers who have ALWAYS been P&G's boss and our inspiration."

Just Announced: VP of In-Flight Customer Experience at JetBlue Speaking at NACCM 2010



Vicky Stennes
Vice President, In-Flight Customer Experience,
JetBlue Airways

How did the friendly skies get so unfriendly?

We all heard about the recent stories involving the JetBlue flight attendant and the outpouring of empathy toward his actions. As usual, JetBlue was very quick to address the situation- which is what customers have come to expect from the company, which was ranked 'Highest in Customer Satisfaction Among Low-Cost Carriers in North America' by J.D. Power and Associates just two months ago.

In light of this incident, we are pleased to announce the newest speaker addition to the NACCM 2010 agenda, Vicky Stennes, Vice President, In-Flight Customer Experience, JetBlue Airways.

JetBlue obviously invests in their customers- Now is the time to invest in yours. It all starts at NACCM.

Need some extra ammunition for getting approval? We're here for you. There are reasons people come back to NACCM each year for all their customer focused needs...

Access to the 2009 Executive Summary
Gain access to the 2009 Executive Summaries from NACCM, Customer UNinterrupted and Linkage Strategies. Opt-in here with your contact information and we'll provide you with the key learnings from 2009 that you can present to management.

Validating the Value
Consider these AVERAGE costs (and consider these departmental budgets an alternative place to fund your conference investment). NACCM is actually a great cost saver. See the average costs below and then you do the math. NACCM provides incredible business value for a fraction of the spend.

• Acquiring a new client costs between $500 and $5000, depending on business type and product
Click here for more information on the special Loyalty & Social CRM Summit, dedicated entirely to helping you KEEP your exiting customers (with a special focus on the new ways they want to be communicated with online).

• Average Research Project: $10,000
NACCM unveils the latest research and showcases it through case studies on how to apply these findings for business REULTS.

• Visiting Three Clients: $4,500
NACCM has become the recognized meeting place for the key players in specific segments to come together year after year.

• Executive Master's of Business Administration Programs can range from $45,000 to $100,000
NACCM provides PRACTICAL executive education by focusing on real stories from true business leaders who have tackled issues head-on. Featuring over 70 sessions in just 3 days. PLUS - don't miss a special training from the Disney Institute. View the full agenda here.

• Benchmark Report: $3,500. Cross-Company Benchmark Project: $60,000 - $100,000
NACCM is renowned for bringing together diversity...benchmark yourself across various criteria alongside competitors and industry leaders. View the cross-industry speaking roster.

• Product Failure: $100,000
NACCM is the leading platform for sharing what works and what doesn't. Learn from the failures and successes of others and save yourself, your team and your company resources, time and tears. Click here for more on keynote Joey Fitts' presentation on "Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution".

We hope to see you in Orlando this October.









NACCM 2010 - October 25-27, 2020 - Orlando, FL

Thursday, August 26, 2010

Target Expands Electronics Support

Mediapost.com reports that Minneapolis-based retailer, Target is set to expand it's customer service electronics support. Consumers can call 1-877-myTGTtech, a free product support hotline for all Target electronics purchases, staffed with customer service reps who can help with troubleshooting, tech support, warranties, and compatibility questions. Target has also expanded its plans for its Target Mobile centers, a partnership it recently announced with Radio Shack that will put kiosks stocked with cell phones and accessories in 850 stores by year's end.

What do you think of Target's increase in the electronics support space? We'd like to hear your thoughts.

Learn more: Target Beefs Up Electronics Support

Wednesday, August 25, 2010

TiVo sets to capture tv viewing time

The New York Post recently looked at how TiVo is setting out to fully capture how the US public spends their time consuming television programs and other mediums. Using their settop boxes, they will monitor the amount of time tv viewers spend watching television, recorded programs, and other options available through the service such as YouTube and NetFlix. This puts them in high, direct competition with Neilson, who has traditionally tracked television viewership.

How do you think this will affect the industry. Do you believe that marketers will benefit from knowing the exact viewing habits of their set top box owners?

TMRE Poll Results: Do you think the market research industry is poised to attract the top minds entering the workforce?

The second TMRE Poll closed this week, and you answered the question: Do you think the market research industry is poised to attract the top minds entering the workforce?

And the results are:

Tuesday, August 24, 2010

Complimentary Webinar: CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability


Companies often sacrifice customers on the altar of short-term revenue and profit. Yet in competitive situations where your company’s advantages in product and price are not clearly evident, customer satisfaction and loyalty become the ultimate differentiators that give you the winning edge.

So how do you ensure customers remain the most valuable asset, carefully nurtured and developed for long-term profits? A growing number of companies are appointing a Chief Customer Officer (CCO) as a catalyst in becoming truly customer-centric to significantly improve revenue, profit, and competitive advantage.

Date: September 16, 2010
Time: 2-3PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/593492816

The speaker, Curtis N. Bingham, is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Lessons shared include:
  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture—so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue

Learn directly from experienced CCOs how you can drive both near- and long-term revenue -- without sacrificing customer loyalty. This is hands-on customer-centric insight you cannot gain anywhere else. Each of these lessons is of profound value and is responsible for millions of dollars in profits at some of the world’s leading companies.

About the speaker:
Curtis N. Bingham is widely recognized as the authority on Chief Customer Officers, and was the first to promote the CCO role as catalyst for customer centricity. Curtis is the Founder & Executive Director of the Chief Customer Officer Council™, the first peer-led advisory group for CCOs.

During the last decade Curtis has worked with more than 60 CCOs, and with the help of CCO Council members, he has created the “CCO Roadmap,” a groundbreaking work containing more than 100 prioritized, critical strategies essential for the success of customer-centric initiatives.

Curtis is a sought-after speaker and the author of the forthcoming book, “The Authoritative Guide to Customer Strategy: Lessons Learned from Renowned Chief Customer Officers,” which describes how the CCO can create a consistent and unified customer strategy to grow revenue, profit, and loyalty.

Complimentary Webinar: CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability


Companies often sacrifice customers on the altar of short-term revenue and profit. Yet in competitive situations where your company’s advantages in product and price are not clearly evident, customer satisfaction and loyalty become the ultimate differentiators that give you the winning edge.

So how do you ensure customers remain the most valuable asset, carefully nurtured and developed for long-term profits? A growing number of companies are appointing a Chief Customer Officer (CCO) as a catalyst in becoming truly customer-centric to significantly improve revenue, profit, and competitive advantage.

Date: September 16, 2010
Time: 2-3PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/593492816

The speaker, Curtis N. Bingham, is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Lessons shared include:
  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture—so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue

Learn directly from experienced CCOs how you can drive both near- and long-term revenue -- without sacrificing customer loyalty. This is hands-on customer-centric insight you cannot gain anywhere else. Each of these lessons is of profound value and is responsible for millions of dollars in profits at some of the world’s leading companies.

About the speaker:
Curtis N. Bingham is widely recognized as the authority on Chief Customer Officers, and was the first to promote the CCO role as catalyst for customer centricity. Curtis is the Founder & Executive Director of the Chief Customer Officer Council™, the first peer-led advisory group for CCOs.

During the last decade Curtis has worked with more than 60 CCOs, and with the help of CCO Council members, he has created the “CCO Roadmap,” a groundbreaking work containing more than 100 prioritized, critical strategies essential for the success of customer-centric initiatives.

Curtis is a sought-after speaker and the author of the forthcoming book, “The Authoritative Guide to Customer Strategy: Lessons Learned from Renowned Chief Customer Officers,” which describes how the CCO can create a consistent and unified customer strategy to grow revenue, profit, and loyalty.

Complimentary Webinar: CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability


Companies often sacrifice customers on the altar of short-term revenue and profit. Yet in competitive situations where your company’s advantages in product and price are not clearly evident, customer satisfaction and loyalty become the ultimate differentiators that give you the winning edge.

So how do you ensure customers remain the most valuable asset, carefully nurtured and developed for long-term profits? A growing number of companies are appointing a Chief Customer Officer (CCO) as a catalyst in becoming truly customer-centric to significantly improve revenue, profit, and competitive advantage.

Date: September 16, 2010
Time: 2-3PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/593492816

The speaker, Curtis N. Bingham, is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Lessons shared include:
  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture—so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue

Learn directly from experienced CCOs how you can drive both near- and long-term revenue -- without sacrificing customer loyalty. This is hands-on customer-centric insight you cannot gain anywhere else. Each of these lessons is of profound value and is responsible for millions of dollars in profits at some of the world’s leading companies.

About the speaker:
Curtis N. Bingham is widely recognized as the authority on Chief Customer Officers, and was the first to promote the CCO role as catalyst for customer centricity. Curtis is the Founder & Executive Director of the Chief Customer Officer Council™, the first peer-led advisory group for CCOs.

During the last decade Curtis has worked with more than 60 CCOs, and with the help of CCO Council members, he has created the “CCO Roadmap,” a groundbreaking work containing more than 100 prioritized, critical strategies essential for the success of customer-centric initiatives.

Curtis is a sought-after speaker and the author of the forthcoming book, “The Authoritative Guide to Customer Strategy: Lessons Learned from Renowned Chief Customer Officers,” which describes how the CCO can create a consistent and unified customer strategy to grow revenue, profit, and loyalty.

Monday, August 23, 2010

What to do when your market shifts

Movie marketing is facing a shake up. Reuters recently wrote an article about how time-shifting in television watching has caused movie marketers to re-evaluate when and how they are marketing their movies. What can movie marketers do to still reach their audience? Georg Szalai believes marketing on television can still work for movie marketers if they adjust the commercial running cycle, possibly running the commercials on television earlier in the product marketing life cycle. He also notes that a grass roots marketing campaign via digital sources may also be a great alternative. Through YouTube, Facebook, Mobile Apps and other mediums, it is actually less money per person for those who attend the movies.

Have you encountered a situation where your market has shifted? Did you find a new medium to reach them or did you shift with them?

Could Millenials sharing habits benefit organizations?

Older members of the Millenial generation have been in the workforce for a few years now and their unique attitude toward work has caused both frustration and admiration from their Gen X and Baby Boomer co-workers. One tactic that Millenals use is the art of sharing their work and work progress via social networking outlets like Facebook and Twitter. This sort of practice is completely foreign to older generations who tend to privatize their work life. Andrew McAfee of the Harvard Business Review writes that this sharing can actually be a benefit for organizations. McAfee points us to a quote from Matt Gallivan, a senior research analyst for NPR, "there are too many benefits to living with a certain degree of openness for Digital Natives to 'grow out of it.' Job opportunities, new personal connections, professional collaboration, learning from others' experiences, etc., are all very powerful benefits to engaging openly with others online, and this is something that Gen Y understands intuitively."

McAfee writes that being open in work provides two benefits. First, people who narrate their work become helpful to the rest of the organization, because the digital trail they leave makes others more efficient. Second, by airing their questions and challenges work narrators open themselves up to good ideas and helpfulness from others, and so become more efficient themselves.

How have you see Millenials sharing positively affecting your organization? Are you wary of sharing your work status via social networks?


How Millennials' Sharing Habits Can Benefit Organizations

Could Community Managers be the key to excellent customer service?

A Community Manager is one that motivates, educates and connects with your audience online. These individuals must possess stellar communication skills and they must be properly educated on your company's service or product. So how does the community manager differ from a customer relationship manager or a marketing manager? Many companies are asking the same question. Customerthink.com writes,that if you want to ensure that your customer experience extends beyond the store to the conversation online, then hiring a community manager (or team) to manage your online customer experience should be a priority for any organization.

How does your organization use community managers in your customer outreach?

Learn more: Fire Your Marketing Manager & Hire A Community Manager

Let us know on Twitter @customerworld

Friday, August 20, 2010

A Look Back at TMRE 2009: Don't Forget to Visit the Booths at TMRE 2009

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

Don't Forget to Visit the Booths at TMRE 2009

There's a lot going on in addition to the many workshop presentations at TMRE 2009.

Several exhibitors are showing their stuff in between sessions and during the cocktail reception coming up this afternoon.

Here are just a few of the "tried and true" exhibitors. Make sure you stop by and check out their booths--many are offering an opportunity for goodies in exchange for your business card!

And here's a glimpse of a few of those taking advantage of networking opportunities while you're here.

Wednesday, August 18, 2010

Need to improve customer service? Stop talking and start Tweeting


Virgin Media Business customers who need to contact customer service now enjoy, on average, a 61 second response time. According to Martin Hofschroer, Virgin Media Business discovered that customer service levels differed greatly between banks as the quickest bank answered one call in just seven seconds while the slowest took five minutes and 33 seconds to reply to a call.

Research by the Institute of Customer Service revealed that almost a tenth of British people expect a business to have a presence on Twitter.

Do you see Twitter to be of value to you and your customer service team?

Learn more: Tweeting Rather than Talking Can Improve Customer Service

Meet How We Decide Author, Jonah Lehrer Live at The Market Research Event !

Register by August 20 & Mention code JL10TMREBLOG and Receive a Complimentary Copy of Jonah PLUS join in and lock in our $400 early bird discount off the standard rate.

Join Jonah Lehrer, Author of How We Decide: The New Science of Decision Making at The Market Research Event for his much anticipated Keynote Presentation: The New Science of Decision Making.

Jonah will answer two questions of paramount importance to market research:

• How does the human mind make decisions?
• And how can you make those decisions better?

He will share you how leaders are taking advantage of new discoveries in neuroscience to make better television shows, win more football games, improve military intelligence -- the list is endless. (On the flip side: how did defects in our decision-making apparatus lead to, among other things, the current financial crisis, costly wars, and how can we overcome these inherent flaws in our brain?)

Visit the bookstore immediately following his session you can have your copy of Jonah’s bestselling book, How We Decide signed during a rare book signing opportunity.



The Market Research Event
November 8-10, 2010
Hilton San Diego - Bayfront
San Diego, CA

Event: http://bit.ly/TMRE_2010
Brochure: http://bit.ly/TMRE_Brochure10
Register today and save: http://bit.ly/TMRE_SAVE

In addition to Jonah Lehrer, you will hear from 125+ leading market researchers, authors and academics, including: Dan Heath, Co-Author of Switch, Chris Anderson, Author of Free: The Future of a Radical Price & Author of The Long Tail, Richard Thaler, Author of Nudge, Michael Tchong, Founder, Ubercool & world renowned Trendhunter, and VPs from: Johnson & Johnson, Best Buy, Charles Schwab & Company, ESPN, PepsiCo, Darden Restaurants, White Castle, QVC, Campbell Soup Company, Avis Budget Group, IFC/Sundance Channel, Pershing LLC, NBC Universal, and more.

Download the brochure to see all the hot topics they will be addressing.
http://bit.ly/TMRE_Brochure10

Special Announcement! Future Market Research Leaders Education Series has partnered with faculty from the University of Notre Dame to bring you a co-located event for your Junior Team Members. Save 20% when your company attends both events!

For more information or download the brochure or visit - http://bit.ly/MRLeaders_2010

Tuesday, August 17, 2010

Win with social media by thinking small

Although its tempting to cast the widest net with social media, that may not always be the best practice for businesses looking to connect with their target audience. Gail Z. Martin of B2CMarketinginsider.com posts a few examples of "high-value" audiences that will help you in the right direction for your social media efforts.
  • Present and past (inactive) clients plus screened high-potential prospects
  • Your vendors and suppliers
  • A small, highly-segmented niche audience
  • Members of your industry/profession—especially if this is not a large group
  • And extremely local or regional focus
But why focus on a smaller group when you have the opportunity to broadcast your business to the world using a plethora of social media outlets? Martin says that there are several reasons:
  • You need to get frequent feedback and input
  • No one else is providing content that meets a unique need within the group
  • You want to create ongoing dialogue and education to help clients use a product better, get more out of their investment, extend the life of the product they purchased, or address bugs, little-known features or off-the-spec-sheet applications
  • You want to add value post-purchase through education, discussion and the creation of a community
  • You want to capitalize on the local/regional appeal of your product by emphasizing hometown news, personalities, events and special offers that are only of value to people within a very small geographic area
If you have utilized a smaller social media campaign, how effective has it been for you? Have you seen a difference in ROI between a larger and smaller campaign? We'd like to hear your thoughts.

Monday, August 16, 2010

Google buys virtual-currency start-up, Jambool

Cnet.com reports that Google has bought Jambool, a company that makes a platform for managing online payments for virtual goods sold on gaming and social networking sites. Launched in 2006, the start-up manufactures a product called Social Gold, which lets other sites build virtual-currency infrastructures. Google runs its own PayPal-like transaction platform, Google Checkout, and may have been looking for a virtual-currency system to complement it. What do you make of Google's acquisition?

Learn more: Google buys virtual-currency start-up
Google Buys Online Currency Management Company Jambool

Five ways social media is impacting customer service


We ran across a blog post over at CallCentrehelper.com that outlines five innovative ways that social media is impacting the customer service world. Guy Tweedale is Senior Vice President, European Operations of Jacada writes:

1. It levels the playing field
2. Makes consumers more informed
3. Far less frustrated consumers
4. Authenticity in customer experience
5. Customer service is (finally) a higher priority in the boardroom

We've seen in case studies how one customer who "tweets" their complaint can impact the entire image of an organization. How is your company using social media to not only connect with customers but ensure that customer experience is stellar both off and online?

TMRE Poll Results:Do you think the market research industry as a whole has embraced social media as a legitimate means to gain consumer insight?

The first TMRE Poll closed last week, and you answered the question: Do you think the market research industry as a whole has embraced social media as a legitimate means to gain consumer insight?

And the results are:

Friday, August 13, 2010

Verizon Asks Less of Their Customers and More from Their Technology

Join Judith K. Ferrell, Group Manager, Verizon Online Support & Customer Service, for her presentation, "The Art of Personalization in Online Support: Verizon Asks Less of Their Customers and More from Their Technology" at Customer UNinterrupted at 2:20pm on Monday, October 25th.

Learn how to improve your customer’s self-service experience through personalization. Take the work away from your customers and make technology do the work for you! Know who your customer is and provide support that is specific to their products and services. We know a lot about our customers - let’s use this
knowledge to simplify their self-service experience and raise customer satisfaction.

• Learn the steps to achieve personalization in support
• Learn the tools used for personalized self-service
• Learn how to create a seamless customer experience
• Learn how to measure your success

We hope to see you in Orlando
!

Save $300! Register for Customer UNinterrputed by Friday, August 13!

Facebook Ad Sales to Hit $1.2 Billion This Year


Adage.com reports that Facebook will soon it $1.2 billion dollars in ad sales. A new estimate from eMarketer says the company will book $1.285 billion in global advertising alone this year, almost double the estimated $665 million the company took in last year. That figure doesn't include Facebook's so-called virtual currency trade, which would nonetheless account for a fraction of the company's overall business. Edmund Lee writes, even though many in the industry bandy about "social" as a wide-ranging category, Facebook is the only significant player in the space, and its clear supremacy has triggered more speculation over a potential IPO, once thought to be a possibility in 2010.

Any surprises here? Let us know!

A Look Back at TMRE 2009:Managing Knowledge:Cohabitation: Rethinking the Client/ Consultant Relationship

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

Cohabitation: Rethinking the Client/ Consultant Relationship

Presenters:
Tina Brogdon, Psyma International
Laura Bernier, Kraft Foods

When working with a client and a vendor, it’s important to understand roles. Client brings a deep, rich understanding of the brand. The supplier helps keep the project objected throughout the whole process. A partner helps to keep things on an organized timetable. The vendor needs to dig deep and figure out what has to come out from the research.

Laura was in charge of conducting the ethnography and so she was responsible in choosing a team. There were participants with a wide role of functions. The team was divided by market and industry so that they would have a clearer understanding on the research. Having a cross-functional team was vital in collecting the right information.

When the field work happens, make sure to debrief after each session. The reason behind this is to hear the stories because everyone has a different role in the process. Igniting the spark with teams is crucial because at times they can be working for 12 hours so snacks will be important in keeping staff motivated.

Cons

- The vendor needs to learn the history & business in a short period of time
- Tight timelines
- Communicating across a large team can be difficult and time consuming
- Senior management is involved
- Objectives and consumer targets cannot change during research
- Projects can be long

Usually clients fall in the trap that we are the consumers, but we are not. Make sure to remove these biases.

Here’s a brief clip from the presentation below.

Thursday, August 12, 2010

Delta Launches First Airline Social Media 'Ticket Window'


In a press release statement, Delta Airlines has introduced the first social media "Ticket Window" that will allow passengers to book flights directly from Facebook and other social media channels.

Delta's Ticket Window allows any of Facebook's 500 million users to complete a full travel booking using a dedicated "tab" at facebook.com/delta without navigating to delta.com. Delta plans to expand its Ticket Window to other sites, including online banner ads to allow full booking capabilities within the airline's advertisements.

As a social media aficionado, would you consider using Facebook to book travel? DM us on Twitter @community20 with your answers!

Build Your Bridge to a Successful Career in Market Research with Future Market Research Leaders

The Future Market Research Leaders Education Series, brought to you by The Market Research Event and faculty from the University of Notre Dame, will arm you with the tools you need to excel in the field of market research. This two day course provides a comprehensive introduction to the fundamentals of market research and how they are best utilized across best-in-class corporations. It is co-located with The Market Research Event this coming November 7-9, 2010, in San Diego, California.

Some of the sessions you can attend led by heads of research from some of today's top companies:
  • Successful Research Requires a Problem with Capital One
  • Creating a Research mindset within an Organization with Frito Lay
  • Organizing a Research Function with Plantronics
  • Analyzing, Interpreting, and Presenting Research Results with The Coca-Cola Company
  • Working with Internal End Users with YRC Worldwide
For more information on our The Future Market Research Leaders Education Series, visit our webpage.

Wednesday, August 11, 2010

Social media close behind 911 in US emergencies

In a recent study by The American Red Cross, responders said using social media outlets like Facebook would be a second choice if they faced an emergency. The CBC reports that nearly 70 per cent of those surveyed said emergency responders should be monitoring social media sites to send help quickly, and nearly half believed an agency is probably already responding to any urgent request posted. Of those surveyed, 74% said they expected help to come less than an hour after their tweet or Facebook post.

What do you make of the survey results? Have you or someone one you know asked for help through social networks?

Social media 2nd choice after 911 in crisis poll

Register by this Friday to Save $300 on Linkage Strategies 2010

This Friday is your last chance to reserve your place and save $300 off Linkage Strategies 2010.

What's new for 2010? A 3-part, structured agenda to help you understand what matters most to your customers AND to your bottom line:

* Holistic VoC Integration: Capture and Integrate Data Across Disparate Sources
* Linkage Strategies: Connect Customer Data to Business Process Data
* Action Planning: Implement Actions that Improve Customer Experience and Business Results

For 2010 we are pleased to bring you 3 of the leading minds in linkage strategies and analytics.

For the full agenda and details on how to save $300 off the standard registration rates, please visit: www.iirusa.com/linkage.

Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution

- Joey Fitts, Author, DRIVE BUSINESS PERFORMANCE: ENABLING A CULTURE OF INTELLIGENT EXECUTION

Learn about the competitive advantage experienced by organizations that create and manage a "Culture of Performance". Click here for more...


Earning Customer Loyalty and Bottom-Line Results through an Enterprise-Wide, Integrated Customer Relationship Strategy

- Tom Collinger, MEDILL SCHOOL AT NORTHWESTERN UNIVERSITY

Today, earning loyalty takes an enterprise-wide, integrated strategy. Is your organization set up to earn it? Click here for more...


Lego Creates a Holistic Platform to Capture Cross-Channel Data and Deliver Improved Customer Insights at Granular and Global Levels

- Margaret Conley, LEGO GROUP AND LEGO SYSTEM A/S

Discover the value of real-time data in saving at-risk consumers and increasing NPS. Click here for more...


Great News!

Linkage is now part of Customer World. The co-location of 3 unique customer-centric events. Customize your experience and attend 1, 2 or all 3... it's YOUR World!

Customer UNinterrupted
* NACCM * Linkage Strategies 2010

We hope to see you in Orlando this October.

The iPad promotes market research participation

The USA Today recently looked at how the iPad is helping market research firms collect more information. The Olinger Group, who collects survey responses in malls, has begun to see people ask to participate in market research polls due to the new technology they are using. While there are a few downfalls, such as heat damage and potential crashes, benefits such as immediate information collection and analysis and willingness of participation by subjects make the downfalls null.

Has your company switched to collecting survey results via iPad? Would you consider doing it? Do you believe that the financial cost of the iPad is paid for via the amount of surveys that can be collected?

Image: The USA Today

Tuesday, August 10, 2010

Need customer service? Head to the laundry room.

In a move that would make Rosie, the Jetson's robot maid proud, your washer and dryer will be able to speak directly to customer service. ApplianceMagazine.com writes that to send information, the customer holds the phone mouthpiece over the appliance power button and press a button on the appliance to send the diagnostic data. Each tone corresponds with a specific potential maintenance need and can be identified by trained service technicians over the phone, allowing them to evaluate the information and provide feedback based on the data that was received.

Will we see an increase in appliances that speak to customer service?

I want my MTV (on Twitter) - MTV crowns 1st Twitter Jockey

In an effort to embrace social media and create a two-way conversation with their audience, MTV has announced its first TJ or Twitter Jockey. The Wall Street Journal reports that Gabi Gregg, a 23-year-old fashion blogger from Detroit, became the network's first ever personality dedicated to social media. Sean Moran, executive vice president of sales and integrated marketing for MTV, VH1 and LOGO said, "Gabi is really going to be the eyes and ears of our audience. She will be their voice."

What do you make of the move by MTV to create a post solely for Twitter? Do you think that this move will help to extend the life of Twitter? What does this mean for other social networks who compete for MTV's target demographic?

We'd like to hear your thoughts.

Monday, August 9, 2010

Manhattan's new Target caters to all customers

In a recent article at the New York Times, they look at how the first Target in Manhattan caters to it's diverse clientele in the beauty department. While Target specializes in providing designer makeup at stores at low prices, this is the first time the store has ventured on to Manhattan island in New York City. Catherine Saint Louis shares her experience at the new store, giving those in Manhattan a new place to shop to meet their needs. Boots No. 7 is from the UK, but Targets are the only place to buy them in the United States. In listening to their customers, they are stocking CoverGirl Queen (as in Latifah) and Iman Cosmetics.

How important is it to do market research in an area before you open a store? Listening to your customers is key to success. What are some other examples of national chains catering their selections of products to their new stores in new areas?

Mayo Clinic to launch center for social media

FierceBiotechit.com reports the Mayo Clinic will soon open a center for social media. According to the Social Media Center's website, the Social Media Center is a first-of-its-kind social media center focused on health care, builds on Mayo Clinic’s leadership among health care providers in adopting social media tools, which began with podcasting in 2005. Mayo Clinic has the most popular medical provider channel on YouTube and more than 60,000 “followers” on Twitter, as well as an active Facebook page with well over 20,000 connections. With its News Blog, Podcast Blog and Sharing Mayo Clinic, a blog that enables patients and employees to tell their Mayo Clinic stories, Mayo has been a pioneer in hospital blogging. According to Fiercehealthit.com, the center will be run by about eight people and will receive $800,000 in annual funding to start, according to the Minneapolis Star Tribune. While Mayo will charge other hospitals for consulting and giving out advice, the primary goal is to improve social media use within its own walls.

Read more:

Mayo Clinic aims to accelerate online presence with new social media center

Mayo Clinic to launch center for social media

Friday, August 6, 2010

Social media cost UK billions

British employment website, MyJobGroup.co.uk says that social network usage at the office could potentially be costing Britain up to 14 billion pounds ($22.16 billion). The Washington Post reports that the website polled 1,000 British workers and discovered that nearly 6% of them spent one hour or more during work on social networks like Facebook.

"Whilst we're certainly not kill-joys, people spending over an hour per day in work time on the likes of Facebook and Twitter are seriously hampering companies' efforts to boost productivity, which is more important than ever given the fragile state of our economy," Managing Director of Myjobgroup.co.uk Lee Fayer said in a statement.

How does your work day stack up with British workers? Are you browsing Facebook and Tweeting just a bit too much during your work day?

A Look Back at TMRE 2009:Managing Knowledge: Maximizing Returns

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we'll be recapping one session from The Market Research Event 2009.

TMRE Session – Managing Knowledge: Maximizing Returns




Presenters:
Luke Allen, MD, Nunwood
Katrina Rochowski, Orange

Luke Allen began by explaining that there are 4 key pillars in insights systems


- Creation of the knowledge
- Identify what is relevant to you when making key decisions
- Distribution
- Measurement

Katrina then explained that 3 different areas feed into insights which are: competitive intelligence, research teams, and strategic insights. They used the agreed approach which included:

- Getting signoff to see if certains things were ok to do from a business standpoint
- Getting technical signoff with IT to make sure that requirements fit with IT roadmaps and infrastructure
- Ensuring the final solution will actually work

The first phase was to figure out requirements of what was needed which included content, IT specifications, and website usability to name a few. The 2nd phase was implementation, which meant developing software to map out the requirements needed. The 3rd and last phase was the launch, which made sure everyone was able to use it easily and maximized exposure.

PetSmart Turns Customer Feedback into Actionable Results



Join Michelle Wildman, Director, Customer Engagement & Operational Excellence, PetSmart for her presentation, "When We Listen to Customers, We All Win: PetSmart Turns Customer Feedback into Actionable Insights" on October 26th at 11:40am. This presentation is part of Track 3: "The Customer is Always Right" at NACCM 2010.

About the presentation:

In order to truly drive your business and compete on more than just price and convenience, it's critical to understand what your customer expects (and is not getting), how your company can differentiate itself and what that means through every touch point with your brand. If you master this, your customer will reward you. Learn how PetSmart gathers customer data and turns that information into actionable insights that lead business decisions. From the branding you see on television to the in-store experience and the tailored offers and communication customers receive through our loyalty program, the most important person we consider is the customer. If she's happy and her pet is happy, then we're really happy.

Learn more about the presentations at NACCM 2010.

Thursday, August 5, 2010

Should all companies that have customer support issues be on Twitter?

ConversationAgent.com researched larger companies that are using Twitter for customer service and relationship management. Blogger Valeria Maltoni writes that during the vetting process she looked at three distinct factors:

1. answering customer questions in real time -- in other words, they have the support of the organization to be problem solvers, and not just to point to policies and disclaimers
2. thinking about customers first -- which means, navigating the line between company rules and customer needs with skill. It will come as a shocker to many of you, putting a "customers first" tagline is a tiny step if you don't walk the talk
3. orienting customers on what the account is about -- often you can tell the level of thoughtfulness from the bio alone

The top companies using Twitter include: JetBlue, SouthWestAir, Comcastcares with nine more making the cut. We encourage you to read the post for more information.

But interestingly, Maltoni asks if its even important for customer support to be on Twitter? Can traditional customer support survive with the influx of social media? Maltoni asks if the data and understanding of the customers on Twitter actually help the organizations understand the customers that aren't on Twitter. Do you think that data would stand?

43% of brands on Twitter had never replied to a tweet

This is an excerpt from the Wildfire whitepaper, "Putting the 'Social' Into Social Media" which is available for download. The report examines the top 50 companies in the 2009 Deloitte Fast Tech; a list of the fastest growing technology companies in the UK. The list is a combination of small and large companies from all corners of the technology industry – both B2B and B2C - united by impressive growth figures in the last year.

43% of brands on Twitter had never replied to a tweet
But technology brands were generally not using Twitter to be social. The majority were either tweeting company news (46%) or industry insights (51%). Only 3% of the tweets were retweets, and replies represented just 12% of the total number of tweets. Underlining all of this, a shocking 43% of brands with a Twitter account had never replied to a tweet! Tech companies are using Twitter to broadcast messages, but they are not engaging with their stakeholders and are therefore missing an opportunity to build community and influence. Twitter itself makes no secret of its desire to help brands adopt the service, with the continued rumours of a Twitter Corporate service coming soon and the recent addition of the Sponsored Tweets advertising scheme.

Is this surprising to you? How many tech companies do you know that actually respond to Tweets from customers? We'd like to hear your thoughts.

TMRE Poll: Do you think the market research industry as a whole has embraced social media as a legitimate means to gain consumer insight?

We want to hear your opinion on! Vote in this week's TMRE Poll:


Wednesday, August 4, 2010

Who can you meet at The Market Research Event?

With over 100 sessions and more than 125 expert speakers, The Market Research Event is comparable to the experience of 6 conferences in just one trip. It's not enough for researchers to just come to the table, they are expected to deliver value. Client, customer and stakeholder expectations are rising. Respond to your call of duty at The Market Research Event. With uncertainty still lingering, leaders are looking to research and insights to help companies usher in a new age of transparency, authenticity and profitability.

Who has registered to attend The Market Research Event 2010?

3M, Adobe Systems, Ally Financial, Altria, American Express Business Travel, American Water, Ameriprise Financial, ANZ National Bank, Applica/Russell Hobbs, ARC, BBC Global News, Bel Brands USA, Best Buy, Bush Brothers & Company, Cablevision Systems Corporation, Cambiar, Campbell Soup Company, CareCredit A GE Money Company, Charles Schwab & Company, Church & Dwight, Ciba Vision Corp, Clorox, Cuna Mutual, CVS Caremark, Darden Restaurants, Dell, Dole Fresh Vegetables, E&J Gallo, eBay, ESPN, Facebook, Frank Magid Associates, General Electric, Georgia Pacific, Google TV, Grupo Cuauhtemoc Moctezma, Guardian Life, H&R Block, Hamilton Beach, Hartz Mountain Corporation, Hershey Company, Hilton Hotels Corporation, HJ Heinz, Horace Mann Companies, Hyundai Motor America, IBM, Ingersoll Rand, Intel, Intuit, Irving Oil Corp, JD Power & Associates, Johnson & Johnson, JPMorgan Chase, Kao Brands, Kimberly Clark Corporation, Kraft Foods, Lincoln Financial Group, Lockerz, Luxottica Retail NA, Master Card Advisors, McCormick & Company Inc, MetLife Auto & Health, Microsoft, NBC Universal, Nestle USA, Netflix Inc, Omnicell, PBS Sprout, PepsiCo, Pershing LLC a BNY Mellon Company, Pfizer, Pharmavite, Procter & Gamble, Provide Commerce, Publix Super Markets Inc, QVC, Recreational Equipment, Inc. (REI), Rich Products Corporation, Robert Bosch Tool Corporation, Roche Diagnostics Corporation, Rubbermaid Consumer Products, Saatchi & Saatchi Wellness, Sam's Club, Sargento Foods Inc, Schoolcraft College, Scott's Miracle Grow, Seagate Technology, Shutterfly.com, Solar Winds, Sony Electronics, Southwest Airlines, Starbucks Coffee Company, Strottman International, Taco Bell, Target, TDS Telecom, Techneos Systems Inc, Texas Instruments Inc, The Coca Cola Company, The Sound Europe, The Sound NYC, TiVo, Toyota Motor Sales, Travel Channel, ubercool, Universal Studios, Walt Disney Parks and Resorts, Warner Bros Studios, WD 40, Windsor Foods, Wizards of the Coast, Wm Wrigley Jr. Company, and many more!

For more information on TMRE and the sessions you will hear at the event, visit our webpage.

"Vote or Die" Kenyans use social media to boost voters in election

Reuters reports that social media has helped to boost voter turnout and awareness during the Kenyan elections. Over 12.5M Kenyans have registered to vote in the elections, which will decide whether to adopt a new constitution. As a pioneer in mobile technology, nearly 50% of citizens have access to the web. According to Aly Khan Satchu, a prolific Twitter user with over 5,000 followers, "We have gone from being able to communicate amongst a few people ... to be able to reach thousands of people in one go on a democratic platform. It's revolutionary, I think. It is a trend in society where people can actually gather in scale and can respond ... going forward, it is going to be an important area for politics and the way the country engages." What can we learn from the Kenyan use of social media? Can we use this information to help other countries?

Spirit Airlines wants to charge for customer service

Todd Wright of NBC Miami reports that the same airline that has announced a $45 charge to bring luggage on a flight is at it again. The airline, in an effort to give customers the " absolute lowest possible base fare" has announced that it will begin charging customers for customer service. Unlike a few banks that charge for live customer support via phone, this charge would occur if a customer asks for help from a customer service representative at the airport. According to a Spirit representative, "This is all part of Spirit’s business model to offer customers the absolute lowest possible base fare and then give customers the purchasing power to choose what they do and don’t want to add on," Spirit released in a statement. "Although we won’t be charging to use the bathroom, because this is a necessity to getting from point A to point B, we are always reviewing a variety of possibilities that would allow us to lower fares by unbundling options from the base fare that are not necessary."

Should customers be charged for customer service simply to get a lower price? We'd like to hear your thoughts.

Tuesday, August 3, 2010

NACCM 2010 Speaker Spotlight: Joshua Karpf, PepsiCo


Joshua Karpf is Head of Digital and Social Media at PepsiCo, a $40 billion global beverage and snacks company with a portfolio of iconic brands including Pepsi, Frito-Lay, Gatorade and Quaker Oats. In his role, he helps develops programs that leverage digital media to communicate with online and offline constituencies, build connections and deliver on company objectives. He also leads educational efforts in this area around the company. Prior to joining PepsiCo Josh spent six years at the General Electric Company in social media, marketing communications, employee communications and public relations.

Join Joshua for his presentation, "Building Meaningful Relationships: PepsiCo Connects Online and Offline Using Social Media" at 3:00pm, on Wednesday, October 27th at NACCM 2010. Learn how PepsiCo is using digital and social media channels to build their reputation and connect with loyal customers as well as potential new influencers. By leveraging digital storytelling and conversational marketing to drive news creations, PepsiCo has gone from impressions to connections. In this session we will discuss tools for the trade, how to operated a digital communications team and best practices on execution. Download the brochure and register today!

The real reasons behind the viral success of Old Spice

Nigel Hollis has an interesting breakdown of the Old Spice viral campaign success. He noted that the campaign, "The Man Your Man Could Smell Like,” was successful because of appropriate planning and execution; not just social media. Hollis writes, that the success of the ad gives us a clear road map to viral success:
  • Identify an appealing and distinctive idea.
  • Seed the campaign idea broadly to establish interest.
  • Then engage people directly.
We encourage you to check out Hollis' article here. The real reasons behind the viral success of Old Spice

What do you think attributed to the success of the campaign? Let us know.

The Research Insider: Kelley Styring

The Market Research Event's Conference Director Krista Vazquez is teaming up with some of the speakers from TMRE. This week, we are featuring the podcast we recorded with Kelley Styring, where she talks about what drew her to market research, where the industry is heading, and even why some reseachers feel they aren't having enough impact in their organizations.

Visit The Research Insider to download the podcast and read the transcript!

Monday, August 2, 2010

Amazon connects with Facebook - not with Beacon

PCMagazine.com reports that Amazon has rolled out a new application to help customers with purchase decisions based on their use of Facebook. According to the report, the match-up will also give Amazon shoppers a heads-up about a friend's upcoming birthday, in case they want to use Amazon to buy them a gift. For those who remember Facebook's ill-advised Beacon program, which shared your purchase activity on third-party sites in your Facebook news feed and was dumped in September 2009, rest assured that this link-up will not share your Amazon purchase history on Facebook. You can purchase a "Twilight" book or a Justin Bieber album without fear of mockery from your Facebook friends.

Will you connect with the new feature? How do you feel about about "social shopping" - would you be willing to try, or try it again?

T-Mobile returns to top for customer care

CNET.com reports that the mobile phone provider, T-Mobile had taken the top customer care spot for J.D. Power & Associates among the US mobile carriers. According to the report, T-Mobile garnered a score of 777 points out of a possible 1,000. AT&T came in second place with 757 points, Verizon Wireless was third with 749 points, and Sprint Nextel brought up the rear with 734 pints. J.D Power did not survey U.S. Cellular or any of the regional carriers. Released twice a year, the wireless customer care study is based on feedback from subscribers who have contacted their carriers during the last six months. For the latest results, J.D. Power surveyed 9,690 customers.

What has attributed to T-Mobile's success at the top for customer satisfaction? As customer service professionals know, it goes beyond just a friendly voice at the other end of the call. So what's T-Mobile's secret? We'd like to hear your thoughts.

Web Seminar:Linking VOC to the Bottom Line Strategies for Uncovering Researchers' Holy Grail

Date: Thursday, August 5th, 2010
Time: 2:00PM - 3:00 PM EDT

Register here: https://www1.gotomeeting.com/register/158148440
Mention Priority code: MWS0034Blog

About the web seminar:
In Maritz Research's 2010 Voice of the Customer Challenges and Practices Study, client-side researchers indicated their biggest challenges were linking survey measures to financial/business results and linking VOC information to internal business processes and metrics. Our own clients have told us that the ability to link survey research information to other business information is the "Holy Grail" within their companies.

As a leader in Customer Experience Measurement, Maritz Research is proud to present Keith Chrzan, Vice President, Marketing Sciences, who will discuss our unique perspective regarding the formal, statistical process that enables us to connect various types of data sources to others. Keith will discuss the varying levels of linkage sophistication, the obstacles that face marketers wishing to perform linkage, and the experience we've gained with a large number of linkage engagements. Researchers, operations leaders and those charged with performance improvement in their company's channels will find this discussion an essential primer before attempting to connect the Voice of their Customers to other business data.

We look forward to your attendance. Don't miss it!


Featured Speaker:
Keith Chrzan, VP of Marketing Sciences, Maritz Research

This web seminar is presented to you by: