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There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks. That is, according to some…. Read the rest of this entry »

Tags: Business To Consumer, Collection Methodology, Communication Channels, Competitive Advantage, Consumer Behavior, Customer Experience, Customer Intelligence, Evangelists, Experience Data, Facebooking, Focus Groups, Mainstream Media, Mass Communication, No Doubt, Perceptions, Phone Interviews, Similar Products, Social Networks, Tempers, Traditional Focus
Posted in Edition 19 | 1 Comment »

Consumer Behavior Revolution

November 26th, 2009

There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks.

Read the rest of this entry »

Tags: Business To Consumer, Collection Methodology, Communication Channels, Competitive Advantage, Consumer Behavior, Customer Experience, Customer Intelligence, Evangelists, Experience Data, Facebooking, Focus Groups, Mainstream Media, Mass Communication, No Doubt, Perceptions, Phone Interviews, Similar Products, Social Networks, Telefaction, Tempers, Traditional Focus
Posted in Edition 18 | 2 Comments »

Close the Gap between Customer Promise and Customer Experience in 4 Steps

September 26th, 2009

Mass-communication creates expectations, but when the customer does decide to contact you, how will you know if these expectations are met? Read the rest of this entry »

Tags: 4 Steps, Cornerstones, Customer Experience, Customer Experiences, Customer Promise, Gap, Interaction, Listening To The Voice Of The Customer, Marketing Campaigns, Marketing Plans, Marketing Service, Mass Communication, Moment Of Truth, Personal Interactions, Point Of Contact, Response Time, Sales Marketing, Service Organization, Voice Of The Customer, Wheel
Posted in Edition 04 | No Comments »

The money in your Customer Experience

September 25th, 2009

The service, that your customers experience is a key component in your ability to secure customer loyalty. Read the rest of this entry »

Tags: Competitiveness, Consumers, Customer Experience, Customer Loyalty, Customer Satisfaction, Customers Satisfaction, Dissatisfaction, Insight, Lasting Impressions, Mass Communication, Money, Notion, Parameters, Personal Contact, Possibilities, Purchase Decision, Self Service, Spite, Strategic Success Factors, Telephone Service
Posted in Edition 01 | No Comments »

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Close the Gap between Customer Promise and Customer Experience in 4 Steps

The money in your Customer Experience

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