Friday, September 30, 2011

TMRE International Session Spotlight: Role of Genetic Algorithms in NPD Concept Optimization

Leading up to The Market Research Event, we'll profile the keynotes, tracks and themes at the 2011 event.  Over the next few weeks, we'll be looking at the international sessions new to the event.  For more information on TMRE, taking place November 7-9, 2011; in Orlando, Florida, download the brochure now.  If you register by October 14 using code TMRE11BLOG, you can save $300 off of the standard registration rate plus the first 10 to register get a free FlipCam!

Featured Region: European Union
Featured Session: Role of Genetic Algorithms in NPD Concept Optimization
Featured Speaker: Michelle Gansle, Innovation & Category Insights Manager, CMI, MARS FOOD
About the session:  Based on a case study from MARS Europe, this session will detail how “Survival of the fittest” techniques can be combined with a choice-based consumer input to deliver better concept scores.

Thursday, September 29, 2011

Insight Driven Innovation: The Case of Facebook

Let’s talk about Facebook, shall we?
Innovative? Yes.
Driven? Yes.
Insight driven? Meh.

In case you haven’t logged into your Facebook account recently, you have missed a few… changes. “Top stories” are broken out on the top of the homepage, followed by “recent stories,” and a “ticker” now provides a live-feed of all ongoing information (a Facebook inside a Facebook?). Innovation – great. Problem? Outrage. User outrage. They flocked to Twitter and soon “new Facebook” among the top discussed topics on the social media site.

Where did it go so wrong? I once heard someone say (I wish I could remember who) that innovation is only meaningful if the consumer wants it and it solves a problem. By this statement, innovation is only meaningful if it is insight driven. I believe that many B2C organizations understand that technology is important, social media is almost imperative, and increasing sales are a must. With increasing pressure from stakeholders to perform, innovation, it can be argued, is at the forefront of many conversations. Without a need from the consumer for such innovation however, it’s pointless and provides a reason for the consumer to believe that the organization can’t meet their needs – it doesn’t understand them.

Facebook is in a unique position that many organizations wishes they were in. It seems that any changes, good or bad, cannot keep people away from the social network. In part, I believe that’s because they have invested so much in the original innovation that is - Facebook. Users will get used to the changes, and move on. Can your organization afford to take that risk?

Other examples of insight driven innovation will come in the weeks leading up to The Market Research Event. But, you should know, there will be some interesting discussion around the topic at the actual Event in Orlando, Florida this November.

Garrett McGuire is a Consumer Insights Analyst for a major retailer. His areas of focus are advertising research, brand equity, and providing consumer insights for many marketing initiatives. Prior to his current position, he was a graduate student at Michigan State University where he began his blog, "The Journal of mAD Man," that explains the theories and methods of advertising.

Wednesday, September 28, 2011

White Paper: The Generational Effect

Today, in anticipation of the 2011 NACCM conference, we'd like to share with you this new whitepaper from NACCM partners GfK Custom Research North America, "The Generational Effect."

From Traditionals through to Generation Y, is there a ‘generational effect’ when it comes to customer loyalty and satisfaction? This paper explores the concept of generation and the extent to which various generations are both similar and different in their degree of loyalty, and the drivers of loyalty to companies in the various sectors. GfK compares key loyalty metrics from their benchmark surveys in the banking, automotive, credit card and cell phone sectors to reveal insights associated with this conjecture.

To read the paper, click here.

Want to hear more from GfK?
Join us at NACCM for the session "Become a Leader in Customer Loyalty: Customer Loyalty and Experiences across the Generations on Tuesday, November 15th, 2011.

Drawing upon GfK Customer Loyalty cross-industry benchmark surveys, this session compares the generations in terms of the delighters that drive customer loyalty and dissatisfiers that drive customers crazy and lead to defection. Explore the similarities and differences between generational cohorts, such as Millenials (GenX) and GenYers, Boomers, Traditionals and emerging Gen Z. To learn more, download the brochure.

Readers of the Customer's 1st blog can save 15% off the standard registration rate with code NACCMBlog. Register here.

Monday, September 26, 2011

Curt Carlson On Customer Experience

In this new series of posts, we are joined by guest blogger Curt Carlson, Senior Vice President, Customer Experience Management – TNS North America. Curt is in the TNS North America Customer Experience Management (CXM) Area of Expertise. In this role, he is responsible for supporting strategy development and Customer Experience – related business, which includes Customer Loyalty, Employee Engagement and Corporate Reputation. In the 20+ years that Curt has spent in Customer Experience-related research, he has also held senior positions at Walker Information, J.D. Power and Associates, and Ipsos Loyalty. Curt received his B.S. in Psychology from the University of Iowa, and his M.A. and Ph.D. (Experimental Psychology) from Kent State University. Curt has also presented at many US and International conferences and workshops including those sponsored by The Conference Board and EFQM, as well as by numerous clients. He is also a member of the Customer Experience Professionals Association (CXPA).

Hi. I’m Curt Carlson and welcome to my blog, which will lead up to the NACCM conference. It is my hope that this will stimulate some ideas that you can discuss with others at the meeting.

Why am I doing this? I love the customer experience arena. After over 20 years of helping some of the greatest companies in the world with their customer experience programs, I like to think of the good we as practitioners bring: customers have a better experience, clients make more profit, as does my employer, and I earn a living. So what’s the problem…if there is one?

Customer Experience Management (CXM) isn’t working for most companies today. Every company will eventually begin to notice a lack of improvement in customer experience performance metrics that goes on and on. Moreover, they also see few if any strategic insights coming from a program that touches most of their customers and costs six or seven figures. Why?

Let’s start with the flat-line problem. We’ve seen this in all sectors…Tech, Telecom, Financial Services, Retail, to name a few. Everyone’s head nods in agreement when I bring this up in front of large audiences. The critical business issues are that over time, customer experience management programs 1) do not inform change management, and 2) do not contribute to profitable growth. The scary thing for both suppliers and clients is that eventually their relationship will end because of these issues. And like a divorce, it is painful and expensive for both sides.

The lack of strategic information should be no surprise. Programs that measure relationships report the same key drivers over and over; new insights stop in Year Two or Three. Transaction surveys are short, limited to a single touch-point, and intended for Ops management. Over time, however, that’s not good enough for executives who need more value from these programs to impact their company growth. As a transportation company exec once told me, “I’m spending seven figures on my study and not getting any strategic value from it…what can you do?”

The good news is that the problem lies not with the programs, but with us. Practitioners, both client side and supplier side, have a bad case of tunnel vision. Over the next three blogs, I’ll be talking about these programs in more comprehensive (I refuse to say “holistic”) ways. These wider perspectives will begin to reveal how companies can unlock the inherent tactical and strategic value of their CXM programs.

Join this community…Share your stories about how your customer experience programs have worked for you over time in the comments.

If you enjoyed this post, meet Curt next week, Oct 3rd to 5th, at the Total Customer Experience Leaders Summit in Arizona, or join TNS this November at NACCM for a session on Best-in-class Customer Experience Management.

To learn more about NACCM,
click here. To register, click here. Readers of the Customer's 1st blog can save 15% off the standard registration rate with code NACCMBlog.

What if we were paid for clients’ Return On Insight?

Last week I dreamt an unusual dream: I landed up in market-research-future-land...  
The market research world there had changed, everything was different. Much of the dream didn’t make pretty much sense to me from today's perspective
But one part of the dream I had to think about a little bit longer:

Like in today’s time ROI was one of the key parameters for the assessment and classification of success. At least because of this interesting post it becomes clear that it is not always easy to determine ROI as return on investment for market research services. But in my dream’s market-research-future-land however much more research activities were rated by clients on the basis of ROI considerations
How could that be?  
How did they resolve the problem of a clear definition and inter-individual clarity of what ROI means?

It didn’t last long until I realized that ROI wasn't meant as Return On Investment but as Return On Insight. What had happened?  
Central changes in the market research industry, which could be slightly observed and forefelt today, had been manifested in new concrete requirements and business areas.

Market research’s clients were no longer willing to pay for (high) expensive and highly specialized external service providers and service units. Shortage of information about markets and market participants became increasingly smaller, the value of the complex gathering and surveying of this information declined as rapidly as continuously

Most of the information and the most important parts of it for the companies were easily accessible via intelligent social media monitoring approaches and progress in the DIY market research without a large investment. The MR-agencies, which had focused on the information gathering, were caught in a negative relevance swirl and thereby lost income until they lost all of their justification they once had.  
Quality, efficiency, methodology and last but not least price had been arguments in which the MR-agencies did not differ a lot from each other
Consequently, the investment, which the purchasers of market research have issued to the agencies for the collection of data and information, had become vanishingly small.

Nevertheless, the industry had not disappeared from earth, but it had changed significantly. Insight became the central proof to evaluate the performance of market research. The generation of insights had detached itself from the value of data gathering, this was already re-integrated within the organization of commissioning companies. To connect relevance and significance to existing data and results had become the most important competence, and clients paid a lot for it and loved to do so.

What I especially liked about market-research-future-land was the fact that clients included Return On Insight as a flexible component into their pay. Only those agencies, that had been able to provide insights that were able to influence the client companies’ success in a positive way, were also paid with the flexible part of the fee.
I'm sure that Return On Insight for market research is as difficult to be determined as Return On Invest. But I'm also sure that the assessment of our performance by our clients via Return On Insight is trend-setting. For this we would be forced to:
- give up our silo-thinking,  
- deal with marketing and advertising in a more extensive way
- be less of craftsmanship and more to believe in relevance and
- ultimately be prepared for the future

We ourselves have not yet tried to agree with the client about a flexible part of our fee, depending on the quality of the Return on Insights we deliver. But we are thinking about it, and who knows, maybe it will happen soon that we are working with one of our clients on such a trend-setting model.

I'm curious how ROI will be discussed at The Market Research Event in Florida. IIR, USA, the conference organizers have put it on the agenda.

About the author: Christian Dössel is blogging about market research in German language here and here. After having worked for TNS, TBWA\ and other strategy and market research agencies he now holds the position of Senior Research Director at MM-Eye in Hamburg / Germany with special responsibilities for MM-Eye's new media and online research approaches.

Friday, September 23, 2011

Qualvu Launches a New Platform that Encourages Researcher-Stakeholder Partnerships by Enabling Market Research Data Sharing and Encouraging Discussions that Lead to Innovation

Denver, CO – September 23 – Qualvu is known for empowering businesses to connect with their consumers in a more meaningful way so that they can make better business decisions. And the leading video-based qualitative research provider has just launched a platform that takes business empowerment to the next level: Qualvu Share.

Qualvu Share enables stakeholders and researchers to share consumer stories and insights that emerge from rich video highlights via a blog environment. It allows businesses to tap into a private platform that leverages social media dynamics and interactions to share unprecedentedly rich video consumer insights while empowering internal company teams to take a collaborative approach to research data analysis and interpretation. In addition to enabling multi-media sharing, discussions built around consumer candid video comments can be downloaded in the form of a PDF, enabling internal teams to share content not only within their company but also with external stakeholders. “Ultimately, our goal is to empower researchers to become more of a thought partner within their organizations by providing transparency and collaboration throughout the research process,” said John Williamson, Qualvu CEO & Founder.

Insights drive new questions, and new questions drive new opportunities. Businesses can now share and discuss findings on a wider scale, sparking ideas that lead to more innovative, accurate, and inspired business decisions. Empowering stakeholders to share and create conversations around newly discovered insights helps inspire creative business solutions as well as new areas of exploration. By providing a platform on which businesses can share and discuss collected data and insights, Qualvu provides an end-to-end solution that keeps them engaged, gives them a voice, and drives cross-organizational decision-making.

Learn more about Qualvu Share by registering for our upcoming webinar.

Qualvu is a sponsor of The Market Research Event 2011.

How will the new Facebook changes change your strategy?

Facebook changing out it's layout without warning to users has happened so many times now that it has become the butt of jokes. But what will the new Facebook changes mean for you and for your brand?

Under pressure from Google+, Facebook has rolled out some serious changes, including new privacy features such as being able to view your profile as anyone and enhanced friend list. The new news feed and introduction of the ticker add an additional layer of change.

To top that off, soon we will be seeing the "Timeline"

So what do all these changes mean for brands using Facebook to market? All Facebook wonders: "Will pages be able to reach their fans? Will it be worthwhile to spend ad money to build fan bases?"

And the answer is, it may. As it is currently, it appears that Facebook's new feed will be prioritizing posts that have a high engagement rate, fan pages with low engagement may have even more trouble reaching fans.

Perhaps the most important change to pay attention to is the introduction of GraphRank. As a part of EdgeRank, this new feature will primarily effect App usage. According to AllThingsD "Social discovery of apps is seen as the next frontier in solving the troublesome problem of finding useful and relevant programs from among hundreds of thousands of choices."

So what do you think of the new Facebook? Are you looking forward to Timeline? Are you considering joining the ranks of Facebook App developers? Let us know.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at

TMRE International Session Spotlight: Consumer Practice As A Starting Point For Innovation

Leading up to The Market Research Event, we'll profile the keynotes, tracks and themes at the 2011 event.  Over the next few weeks, we'll be looking at the international sessions new to the event.  For more information on TMRE, taking place November 7-9, 2011; in Orlando, Florida, download the brochure now.  If you register today using code TMRE11BLOG, you can save $300 off of the standard registration rate plus the first 10 to register get a free FlipCam!

Featured Country: Finland
Featured Session: Consumer Practice As A Starting Point For Innovation
Featured Speaker: Oskar Korkman, Consumer Analytics & Insights, Insights& Creation, NOKIA
About the session:  In this session, Oskar Korkman, Consumer Analytics & Insights, Insights Creation, NOKIA will share how consumer insights is fueling innovation success at Nokia – specifically how consumer practice is a source for innovation. Leveraging ethnographic research and modeling practices, the insights creation team has built insights around many different opportunities that Nokia is pursuing. Thus making the insights creation team a vital component of innovation success at Nokia.
  • - Leveraging ethnography to identify opportunities for innovation
  • - Employing breakthrough modeling techniques to prioritize ideas
  • - Insights as an owner and champion of innovation

Thursday, September 22, 2011

Coca-Cola Research Boss Bets On Passive Listening Over Response, Social Media Over Surveys

“Research Insighter” Interview Probes Call to Reinvent or Face Irrelevance

By Marc Dresner, IIR USA

Stan Sthanunathan believes market research—both as a profession and as an industry—may be on a collision course of potentially Titanic proportions with an iceberg called change, and he’s urging all hands on deck to help turn the ship around.

“We all must accept one truth in life: Change is not optional, but acting or not acting is a choice we make…We either act or we will become irrelevant and maybe even perish,” Sthanunathan said.

Coca-Cola’s global head of marketing strategy and insights has never been one to mince words or shy away from controversy, and his views may be unsettling in some research quarters.

In this exclusive podcast interview for “The Research Insighter” series, Sthanunathan argues the industry urgently “needs to reinvent who we are, what we stand for and how we add value to business” or risk losing out to a rising class of non-traditional competitors that will include the Facebooks and Googles of the world.

He predicts conventional response-based research will “probably be irrelevant in the next decade” and that “social media services could potentially become the biggest insights generators in the industry.”

And, Sthanunathan pointed out, these emerging competitors have an advantage over traditional research providers and most client-side departments when it comes to attracting talent: They’re willing to pay more for a more diverse range of skill sets within a culture that encourages experimentation and provides the freedom to fail forward.

How can researchers compete in this environment?

Sthanunathan insists the time has come to focus on next practices—not best practices.

“No driver has reached their destination by looking through the rearview mirror in a car,” he observed.

“If you focus on consumer insights, you will develop consumerist strategies,” Sthanunathan said. “But if you focus on understanding the human condition, then you will understand people’s lives in totality and, therefore, probably have a much better chance of coming up with breakthrough ideas.”

Listen to the interview here.

Read the transcript here.

Editor’s note: If you’re intrigued by the issues raised in this podcast, you won’t want to miss TMRE 2011, because this year’s conference theme is “Leading in a New Direction: Revolutionizing an Industry in an Era of Transformation.”

For information or to register for The Market Research Event 2011, taking place November 7-9 in Orlando, Florida, please visit

Marc Dresner is an IIR USA communication lead with a background in trade journalism and marketing. He is the former executive editor of Research Business Report, a confidential newsletter for the marketing research and consumer insights industry. He may be reached at Follow him @mdrezz.

How Mobile Is Changing Research

Remember when cell phones were primarily used for emergencies? My first phone did have a color screen, but games were limited, texting was unheard of, and minutes were saved with a two-way walkie-talkie function. Oh, and I didn’t get one until I was old enough drive.

Today, for the most part, mobile phones are known as smartphones; they make information instantly accessible and where the Internet can’t help, I’m sure I have an app that can. These phones are not exclusive to particular age group, ethnic heritage, or social class and are with us when we wake up, go to bed, and most of the time between.

For researchers, mobile advances have provided a faster and more interesting way to reach desired respondents. Of course, the tricky part is identifying the appropriate use of mobile surveys.

It’s important to note that mobile can not replace traditional research methods, but it certainly can help increase response rates during times and events that people are not expected to be near their computers. Because the survey is likely being taken on a smartphone, photos of products, places, and people can be shared (photos really can be worth a thousand words) offering the ability of fewer words to be used and more ethnographic-type research to be completed.

Technology in general, including smartphones, is evolving market research methods and the respective businesses we serve. With immediate consumer perceptions, we can make more effective and efficient recommendations to business leaders.

As research methods evolve to include mobile and other technologies (like iPads and other tablets), we must understand the appropriate times for traditional and new data collection methods. More importantly, we must understand the data we can collect and how we can use it to make more informed decisions.
For more on this topic, join us at The Market Research Event this November in Orlando, Florida!

Garrett McGuire (@GJMcGuire) is a Consumer Insights Analyst for a major retailer. His areas of focus are advertising research, brand equity, and providing consumer insights for many marketing initiatives. Prior to his current position, he was a graduate student at Michigan State University where he began his blog, "The Journal of a mAD Man," that explains the theories and methods of advertising.

Wednesday, September 21, 2011

Total Customer Experience Leaders is 2 Weeks Away - Register Today & Save

Four years ago Linkage Strategies 2007 wowed the audience with Billy Beane, General Manager of the Oakland A's and subject of the best-selling book, "Moneyball". Fast forward four years and Billy Beane's story is reaching a national audience through the much anticipated film, Moneyball starring Brad Pitt.

What will the 2011 Total Customer Experience Leaders Summit contribute to the future?

The Experience Economy Joe Pine, Author of The Experience Economy & Infinite Possibility will show how to create economic value from the experiences you create for your customers, featuring examples from many industries that go beyond goods and services to staging economic experiences.

Customer Centric Culture Find out why creating a customer centric culture is essential for businesses of all sizes today. John M. Cushman, VP of Business Marketing at AT&T will share tips on blending people processes and new technologies like social media, to improve B2B customer experiences.

Become a Beloved & Prosperous Company Join Jeanne Bliss, President of CustomerBliss and Author, Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad, will help you discover the five common decisions that the most beloved companies make and put into process that makes them immune to the competition.

Drive Action in a B2B Environment Tim Berry, Director, Customer & Partner Experience, US - Enterprise & Partner Group, Microsoft will focus on creating and end to end process that can be used as a foundation for incorporating customer satisfaction metrics into the accountabilities for your front line customer facing resources.

The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance. Download the brochure for the full agenda.

Register here.

We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team

Follow us on Twitter:

P.S. Participate in the TCEL Trivia Contest for your chance to win a copy of The Hidden Power of Your Customers by Becky Carroll, President & Founder, Petra Consulting Group. Click here for more information.

Monday, September 19, 2011

Another Chance to Win "The Hidden Power of Your Customers"

Last week we featured a guest post by author Becky Carroll. Becky will be presenting “Linking Social Media to Customer Behavior” during the Social Media CRM Symposium at the Total Customer Experience Leader's Summit. At that time we introduced our book giveaway trivia contest.

This week, we have a second chance to win The Hidden Power of Your Customers! Want to get your own autographed copy? Simply answer this trivia question:

What are the four principles that make up the ROCK acronym and help a business grow from their existing customers? (hint: you can find the answers on the Facebook page for The Hidden Power of Your Customers)

To enter, answer in the comments along with a valid email address. Or tweet the answer using hashtag #TCEL. We’ll be randomly choosing a winner from all correct answers, make sure to answer by 9am EST on Friday, Sept. 23rd to be eligible.

Is facebook a research platform? And if so, how could we use it?

Stating the obvious social networks have changed communication among people as well as the communication between brands and their users significantly. And it is no secret that facebook is currently the largest social network (and according to this infographic will probably remain No. 1).

In times where communication channels change to that extent, this should however challenge market research. Because we are dependent on the communication between people to learn and explore with our entire tool box of methods, what people think, feel, and how they might behave.

Actually, the conditions for utilizing facebook for market research purposes are very good. Facebook as an internet platform is easy and always accessible from anywhere at any time. It reaches outs in a wide range of target audiences and markets. In most markets the penetration of the regular user base hits high double-digit percentages. And the typical question-answer logic is widespread among the users.

So the question is why this utilization works so poorly and nearly only from the social media monitoring perspective.

I have noticed a number of reasons for that. Here I will focus on three of them.

1. Market research is used to standardization, social networks are not to standardize
One of the main parameters of market research has been the degree of standardization of their tools. The lower the need for adjustment of solutions the higher is the value. This golden rule is now tried to be adopted on social networks and therefore on facebook. This is supposed to be a deadlock, for two reasons.  
First of all, because facebook is continuously changing and evolving, in certain areas with unnoticed changes, it is absurd to create standardized page templates. Requirements, guidelines and other conditions for pages are also changing constantly.
Second, facebook users show a communication behavior on the social network that can be controlled only in very, very few cases by someone in the role of a market researcher. Discussion paths, topics and content areas on the sides are specified, structured and extended by the users themselves,. This works well without a moderator.

2. The possibilities for the use of Facebook in the DIY market research mode are relatively comprehensive (Poll / Questions) and therefore there is no need for "real" market research 

Building "surveys" on facebook
Facebook is a platform that’s added values are mainly recognized and exploited by marketing departments. Mechanisms of market research, such as short polls and One-Question Surveys have always been popular within marketing departments to build relationship between brand and users. These modules are no substitute for market research with users of brand’s fan-sites on facebook . Many marketers, however, prefer the use of marketing-oriented marketing research methods on facebook. An understanding of the needs for "real" facebook-market research is only slightly developed.

3. Facebook is confused with community  
Though online research communities are a growing field in innovative research methods, there are clear differences between them and facebook. Facebook or a brand page on Facebook is not per se a research research community. A brand and fan page on Facebook can provide very good services for brand building and communication of brand content. They are very well suited to increase brand loyalty or brand engagement. But it is very difficult to achieve, that the user of a page do not only talk with the brand but talk with each other. Even those brands, which manage to do this, have only limited success in turning this conversation into real relationship

However, there are ways to get quick and easy information about users of facebook brand page. If you agree to the following methodological issues and assumptions, a survey on facebook is very useful:

- The target population is defines as people who have connected to a brand page by the "Like"-button. All results are only valid for this group and generalizations for brand users, potential, etc. should be treated with caution.  
- In order to control the response there is just the number of completed interviews. Since the population of the users is unknown in its structure, the set of participants with regard to their structure cannot be compared with anything. 
There are many use cases for such a research
- qualification of existing "fans" in order to learn more about their structure,
- evaluating and optimizing the Facebook pages,
- recruitment of research participants for studies outside of facebook, e.g. online research communities
- for sites with high "fan-numbers" special surveys in target groups which are in general very difficult to reach.

For, Germany's leading facebook page dealing with books and reading, we have developed a number of different facebook surveys in the past. 
From our experience, above all you must ensure that the barriers for participation on this surveys are as low as possible. It is true that establishing the look and feel of the facebook environment is very important for users. But it is also true, that the use of applications are barrier, at least because of privacy reasons. Additionally, the use of apps on Facebook, as previously reported here, is below average.

In this research triangle of DIY, Social Media and Community Research, new potential and opportunities for market research occur. These issues are addressed at The Market Research Event in November 2011 in Orlando, Florida. It will be interesting, how our industry will talk about these issues on that conference organized the IIR, USA.

About the author: Christian Dössel is blogging about market research in German language here and here. After having worked for TNS, TBWA\ and other strategy and market research agencies he now holds the position of Senior Research Director at MM-Eye in Hamburg / Germany with special responsibilities for MM-Eye's new media and online research approaches.

Friday, September 16, 2011

Call for Guest Bloggers for TCEL

Earn a complimentary All-Access pass to Total Customer Experience Leaders by serving as a guest-blogger. As a guest blogger, you’ll have access to TCEL's comprehensive customer experience agenda attracting the best in insights from around the world.

Unprecedented in size, scope, breadth, depth and participation, this is truly the best event the industry has ever seen. Growing out of our past Linkage Strategies Event, Total Customer Experience Leaders is about integrating the voice of the customer into disparate pieces of customer research data within B2B and service oriented B2C companies. This year brings you innovative keynotes, including client-side experts and award winning authors on creating a customer centric culture, the practice of storytelling, leveraging senior leadership and discovering authentic experiences, a diverse group of leaders share industry specific case-studies, our Social Media CRM Symposium Day, interactive forums and more.

By participating as a guest blogger leading up to and at the event, you’ll receive an all access pass for the entire event, taking place October 3-5, 2011 at the Renaissance Phoenix-Glendale Hotel & Spa in Glendale, Arizona. Responsibilities will include attending specifically assigned sessions and blogging live or same day as well as writing content for our exclusive executive summary. In exchange for guest blogging, you will receive an all-access pass to the event – a $3,000+ value. Guest bloggers are responsible for their travel and lodging.

Apply today by sending your name, company, biography and links to your blog or writing samples if applicable to Michelle LeBlanc at

TMRE International Session Spotlight: Great Britain: Satisfying the Need It Now Mentality Without Sacrificing Quality

Leading up to The Market Research Event, we'll profile the keynotes, tracks and themes at the 2011 event.  Over the next few weeks, we'll be looking at the international sessions new to the event.  For more information on TMRE, taking place November 7-9, 2011; in Orlando, Florida, download the brochure now.  If you register today using code TMRE11BLOG, you can save $300 off of the standard registration rate plus the first 10 to register get a free FlipCam!

Featured Country: Great Britain

Featured Session: Managing an Efficient and Effective Department: Satisfying the Need It Now Mentality Without Sacrificing Quality

Featured Speaker: Tom Crawford, Director, Head of Portfolio and Concepting, Nokia Consumer Analytics and Insights

About the session: In this session, Tom Crawford, Director and Head of Portfolio and Concepting in the Nokia Consumer Analytics and Insights team, will share insights into how to effectively and efficiently manage an always on insights department. With continue pressures from end users, management and partners, how do you prioritize and respond efficiently whilst maintaining the integrity of quality in data and strategic guidance.
  • • Asset development to enable fast and effective consumer focused product development
  • •When, and when not, to rely on ad-hoc methodologies