Thursday, April 30, 2015

Customer Experience Conversations: Janet LeBlanc

Today, the customer experience (CX) landscape is drastically changing with the explosion of new and emerging technologies affecting the customer journey. With all of this change, it is now more important than ever to understand what it takes to create a strategic customer experience program.

That’s why we recently sat down with Janet LeBlanc, president, Janet LeBlanc + Associates Inc., to discuss the state of CX today and what’s in store for the future. She is speaking at the upcoming Total CX Leaders Conference 2015 this spring in Miami. 

This year, the two-day conference brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations. Linking data driven behavior to business results, designing next generation customer experiences and measuring the impact of your customer programs is the difference between great and greater.


Here’s what LeBlanc had to say:

IIR: What is the best customer experience you’ve had?

LeBlanc: The best customer experiences—the type of interactions that make me shout-out and tell everyone about how a company has made me feel—are those interactions where I know a company has paid attention to every detail. They have created moments for employees to make memorable connections with me and recognize that the “devil is in the details.” It is the little things, micro-moments that stand out and speak so loudly about a company. Customer-centric organizations define the moments that matter most to customers and design an experience that shows it makes every effort to exceed expectations.

IIR: What is top of mind for you regarding customer experience in 2015?

LeBlanc: Teaching senior leaders how to build a customer-centric culture is what’s top of mind for me in 2015. The senior leader is fundamental to the success of any customer experience transformation. Our North American Study on Customer Centricity shows that less than half of those surveyed consider customer experience a recurring leadership agenda, and 67 percent don’t consider their companies’ leaders to be customer centric. Our goal is to educate the senior leader on how to be a role model for customer-centric behaviors. Customer-centric leaders channel the voice of the customer and build strategic alignment across the enterprise that creates a company-wide focus on the customer.

IIR: What is your prediction for where customer experience is going this year and beyond?

LeBlanc: We predict more organizations will embrace customer experience as a cultural imperative and recognize it as a competitive differentiator. Almost three quarters of business leaders who took part in our North American Study on Customer Centricity are in the early stages of transformation towards a customer-centric organization. Those organizations that have achieved customer centricity have the commitment of the entire organization. They understand the ideal customer experience and how to consistently deliver it across multiple channels.


Want to hear more from LeBlanc? Don’t miss her keynote session, “From Lip-Service to Measurable Change: How to Drive Customer-Centricity” at Total CX Leaders Conference 2015 this June in Miami. For more information about the event or to register, click here: http://bit.ly/1GHBTO1

Wednesday, April 29, 2015

Next Generation Facial Recognition Software Knows How You Feel

By: Anthony Germinario

Affectiva, a pioneer in emotional recognition software, seems to be everywhere lately – from discussions in my office about new MR techniques, to a recent article in Wired. I first heard of their Affdex technology at an ASC conference in London, and was thoroughly impressed by the ability to capture emotions while respondents view videos or ads. Facial recognition has been around for a while now (remember when Facebook started guessing who was in your photos?) but decoding emotions on those faces is a whole new frontier.

Affdex was developed with altruistic intentions at the MIT Media Lab; to help autistic people read emotions during daily interactions. A machine that reads emotions, however, inevitably caught the attention of many more interested parties. While I can get excited about using their technology to measure respondent reactions in Market Research studies, I am even more interested to see where else this will be applied in my everyday life as a consumer. Which of my devices will read my emotions, and what will they give me in return?

Affectiva recently offered a 45-day free trial to developers who want to experiment with their API – which got me thinking... what are some apps or devices I would want to read my face/emotions? I’m not a developer (just a dreamer) so here is my short list:

1)      Apple TV / Roku – Could the device please pause my show when I inevitably doze off while catching up with my shows on Sunday evening?

2)      eCommerce sites (Amazon, Gilt, etc.) – While I shop, can you tell which items I react positively to, and tailor my experience like a virtual personal shopper?

3)      Dating sites – maybe Tinder can tell exactly how you feel about a potential match, so you don’t have to keep swiping left/right? Perhaps you would find different matches based on your initial emotional response, which you may not even be aware of.

All dreaming aside, one real concern about any new kind of data capture, especially involving video, is privacy. Consumers are willing to trade a good amount of personal privacy for novelty and convenience, but it certainly is something that must be addressed. Rana el Kaliouby (Chief Science Officer at Affectiva) assures us that Affdex, while it has amassed a database of millions of faces, retains no personally identifiable information. So even if we know my face is in there, she asserts that nobody would be able to pull it out of the system.

I, for one, will take her word for it – and am excited to see this approach applied in consumer technology. What about the rest of you – any other ideas for places you do (or maybe don’t!) want to have your face/emotions read?

About the Author: Anthony Germinario is Director of Technical Product Management at BuzzBack, where he is focused on developing and integrating unique respondent and reporting experiences for online research. He has earned his PMP certification and holds a B.S.B.A from Boston University’s Questrom School of Business. You can keep up with him on Twitter @AGermBB and on LinkedIn, as well as on BuzzBack’s blog.

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Tuesday, April 28, 2015

How to Create Game-Changing Market Differentiation


Photo: USS Enterprise, Rob Young from United Kingdom. This file is licensed under the Creative Commons Attribution 2.0 Generic license.

"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." - Steve Jobs, American entrepreneur

In "Across The Board, CMOs Struggling To Deliver An Integrated Customer Experience,"  Daniel Newman states that "only 13% of the 110 CMOs surveyed said they are able to truly deliver a personalized and engaging customer experience across channels."

Are you facing the same challenge? Join Darryl Speach, Chief Customer Officer, Greystone & Co, Inc., as he presents "Designing a Customer Centric Culture: The Final Frontier for Game-Changing Market Differentiation" during the Total CX Leaders Conference June 3-4 in Miami, Fla.

During this session, you'll learn valuable insights and the steps required to instill and sustain a successful customer-centric culture.

Prior to joining Greystone, Darryl was Disney's lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience transformations.

Total CX Leaders Conference will help you "learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers."

Join Darryl at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders













Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Monday, April 27, 2015

Evolving Organizational Structures for Intelligence: Where Does Market Research Fit?

By: Bill MacElroy

As we begin to emerge from years of recession, the Market Research industry appears to be recovering some degree of growth in revenue.  However, the growth in the market for survey research remains very low relative to other business service industries.

When we consider the causes of low growth, several scenarios may be at play. First, the industry may have met a natural cap: we may have reached a zero-sum level of production that meets all the needs for information that client companies have.  If this is the case, then the only way to grow is to take business from someone else; leaving the total market size relatively unchanged.  In this scenario, competition is defined as "direct competition;" we're fighting against competitors who are doing the exact same thing that we are and seek points of differentiation based on doing what we've been doing, only better or cheaper.

A second possibility is that new, disruptive technologies or methods are becoming substitutes for traditional research and that the demand for information in client companies is being met through alternative channels.  This is "indirect competition," wherein we are fighting for budget against substitutes that are producing similar benefits, but in very different ways.

Having seen the growth in Big Data operations and the budgets allocated to that infrastructure, I'm of the opinion that the second scenario may be becoming more relevant.

For a number of years, enterprise-level businesses have been building new organizational units for the collection and processing of transactional data and other forms of “big data.”  Market research is seen as an established information gathering function, but the two methods operate very differently in terms of speed, cost of infrastructure, complexity and perceived reliability.

Many firms have been considering how these parallel analytical processes can be integrated into their overall “market sensing” activities.  There is some evidence that the big data group may be poised to swallow a great deal of budget that used to be earmarked for market research.

In order to ascertain the degree to which big data is becoming an indirect/financial competitor to established research budgets, Socratic fielded a study including 200 enterprise-level strategic decision-makers who employ information systems to support the corporation's choices.  We will be presenting the findings of this study at IIR's InsighTech. This presentation will feature the results from this research-on-research study, which will reveal how senior business decision-makers foresee their organizations’ future structure and where Market Research fits into the overall scheme of business intelligence.

Key Takeaways:

·         How does the emergence of business analytics and big data fit into future intelligence plans?
·         How/Does market research integrate with these functions?
·         What will the reporting structure look like for research and data analytics?  Do they both report to the same function?
·         What will the leadership hierarchy of intelligence look like?  What functions produce the most value?
·         What will be the budgeting mix between big data and market research activities?
·         To what extent is senior management supportive of each function?  Are there credibility barriers that must be addressed?
·         What will determine “success” for each of these functions in the future?

About the Author: Bill brings more than 35 years of marketing management and research experience to Socratic Technologies.  His career has included both agency and client-side managerial positions with Corning Glass Works, Memorex, Unisys Corp., Cheskin, MACRO, and Autodesk. Bill holds a doctorate in Management & Technology from Golden Gate University, San Francisco; an M.B.A. with a concentration in Marketing and a Master's Certificate in Applied Statistics from Pennsylvania State University; and a B.A. in Economics from the State University of New York.  He also spent an undergraduate term at the Universit├Ąt W├╝rzburg in Germany.Dr. MacElroy has taught New Product Development and Marketing Research for UC Berkeley Extension, San Francisco.  He has been a guest lecturer at MIT, UC Berkeley, The Pennsylvania State University, University of San Francisco and the Notre Dame-AMA School of Marketing Research.





Friday, April 24, 2015

This Week In Market Research: 4/20/15 - 4/24/15

Getting The Most Out of Big Data: Without proper governance, companies are likely to lose out

From Big Data To Big Bets: Food science and examining the data

10 Hottest Digital Marketing Stats Of The Week

Raising Your Content Marketing: 4 Keys to improve your game


How To Make Your Marketing Meme-tastic: Engaging with your consumers

Applying Marketing Tactics To Fraud Detection: Stopping fraud and the fees that come with it for retailers

Bankrupt Aereo Will Have To Pay $950,000 To Broadcasters From Supreme Court Decision

5 Ways To Use Data To Inform Social Media Marketing Strategy

How Intent Data Leads To More Personalized Marketing: Ensuring viewers will respond with delight

Learning From Marvel: Three things marketers can learn




About the Author:

Ryan Polachi is a contributing writer concentrating his focus on Marketing, Finance and Innovation. He can be reached at rpolachi@IIRUSA.com.

Thursday, April 23, 2015

Earn a FREE Pass to InsighTech 2015 in San Francisco - Become a Guest Blogger

Earn a complimentary all-access pass to The InsighTech Conference 2015 by serving as a Guest Blogger at the event. As a Guest Blogger, you’ll have access to the event’s comprehensive agenda attracting the best in insights from around the world, right in San Francisco, California in May.


InsightTech
Innovations in Research Methodology & Technology
May 4-6, 2015
Intercontinental
San Francisco, CA

You'll get a free pass to InsighTech plus exclusive access to a networking community and on-demand webinars, to help you grow and learn throughout the year.

Guest Blogger responsibilities will include submitting one post per week to The Market Research Blog between now and the conference and attending specifically assigned sessions at the event and blogging live or same day.

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 May 4-6, 2015 at the Intercontinental in San Francisco, CA. In addition, Guest Bloggers are responsible for their own travel and lodging. Learn more about the event by visiting our website:  http://bit.ly/1d4bTQm

Apply today by sending your name, title, company, short biography and links to your blog or writing samples, along with a few sentences about why we should choose you to be our 2015 Guest Blogger to Amanda Ciccatelli at aciccatelli@iirusa.com. We will review your submission and contact the chosen Guest Bloggers directly with more details.

We hope to have you join us in San Francisco!

All readers of our blog receive an exclusive $100 off the current registration rate with code TECH15BL. Register here: http://bit.ly/1d4bTQm

Cheers,
The InsighTech Team
@TMRE
#InsighTech15

Themarketresearcheventblog.iirusa.com

Tuesday, April 21, 2015

Customer Experience Conversations: Brian Byrne

Today, the customer experience (CX) landscape is drastically changing with the explosion of new and emerging technologies affecting the customer journey. With all of this change, it is now more important than ever to understand what it takes to create a strategic customer experience program.

That’s why we recently sat down with Brian Byrne, president of Aviador and Associates, to discuss the state of CX today and what’s in store for the future. Byrne is speaking at the upcoming Total CX Leaders Conference 2015 this spring in Miami. 

This year, the two-day conference brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations. Linking data driven behavior to business results, designing next generation customer experiences and measuring the impact of your customer programs is the difference between great and greater.

The first question we asked Byrne was ‘What is your best customer experience?” He replied without hesitation, “Singapore Airlines,” which he takes the airline often when traveling to Asia on business.
“They really know how to delight you with the little things, whether it’s how they greet you when you board the plane, or even online when you first have the initial experience booking the flight. Everything is seamless, delightful, and it appeals to all of the senses…The whole thing wraps together into a really, wonderful experience.”

When it comes to empathy and emotion, Byrne knows just how important they are to customer experience. Since so much of our lives are technologically-oriented and mechanical, so we really respond to things that appear authentic and human and real.

“There’s a real craving right now in our high-tech society for some of these timeless , classic, human touch points,” he said.

Hear the full interview below:



Want to hear more from Byrne? Don’t miss his keynote session, “Classic Patterns of Competitive War Gaming” at Total CX Leaders Conference 2015 this June in Miami. For more information about the event or to register, click here:  http://bit.ly/1D5FoX1

Monday, April 20, 2015

This Week In Market Research: 4/13/15 - 4/17/15

Everyone Understands Big Data... Or Not: Now there are more categories of data from people data to line of business data

The Future Of SEO and Marketing Through Television: Shifting from watching to streaming

Vendors Race To Provide Big Data Infrastructure: Data location is the determining factor of many big data analytics decisions

Did Video Kill Text Content Marketing? It's not time to bury print yet

How Smart Apps Create Value From Big Data: Applying data science has potential to create substantial financial impact

Dirty Social Media Data: Misguiding brands tracking consumer behavior

20 Techniques for Designing Great User Experiences

The Future Of Customer Service Is Now: Expanding technology allows for enhanced personalized experiences

Business Intelligence vs. Competitive Intelligence: Utilizing both in order to improve your business

ROI Of Content Marketing: Measuring exposure and other tools to help you succeed





About the Author:

Ryan Polachi is a contributing writer concentrating his focus on Marketing, Finance and Innovation. He can be reached at rpolachi@IIRUSA.com.
 




How to Transition to an Omni-Channel Culture


Photo: The view of Kii Channel in Japan, from Landsat, generated on NASA World Wind, Wikimedia Commons

"Know what your customers want most and what your company does best. Focus on where those two meet." - Kevin Stirtz, Digital Marketing Expert

In "A Definitive Definition of Omni-Channel, Finally," Jeff Nicholson says that "Omni-channel has become one of the most overused, yet misunderstood words in recent years. Omni-channel = seamless, synchronous and symbiotic."

Want to learn how to provide a seamless customer experience across your company's digital and physical touch points? Join Barry C. Collin, CEO, Collin Group Inc., as he presents "Transitioning to an OmniChannel Culture by Creating Cultural Middleware" during the Total CX Leaders Conference June 3-4 in Miami, Fla.

Whether you're responsible for implementation at your company or selling OmniChannel experience solutions, Barry will show you how to ensure your project's success by establishing "cultural middleware" to transition to an OmniChannel culture.

Total CX Leaders Conference will help you "learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers."


Join Barry at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders



Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Thursday, April 16, 2015

This Week In Market Research: 3/6/15 - 3/10/15

Big Data Is All About The Cloud: Picking the right infrastructure is key to becoming successful

Making Big Data Work: Going behind the cliche

All Knowing Algorithms: How Much Should Humans Help? 

GoToMeeting Redesigned For User Experience: Accommodating diverse work styles

The 4 Traps Of Internal Innovation

Why Your Business Must Embrace Social Media Yesterday: The evolution of social media and how your company can stand out

11 Twitter Mistakes To Avoid At All Costs

BrandYourself: Review: Best Individual Reputation Management Service

Behavioral Biometrics: Improving customer relationships

Bringing Accountability To Email Marketing: Square is using it payments platform as a foundation




About the Author:

Ryan Polachi is a contributing writer concentrating his focus on Marketing, Finance and Innovation. He can be reached at rpolachi@IIRUSA.com.