Monthly Archives: December 2013

Don’t waste money on analytics

  This post was originally published on http://www.cx-journey.com/.   Analysis is an instrument of learning, defined as “a process of acquiring modifications in existing knowledge, skills, habits, or tendencies.” There are substantial volumes of academic research produced over the years … Continue reading

Posted in Customer Experience CX, Market Intelligence, Social Media Research | Tagged , , , | 4 Comments

High Tide Does Not Raise All Boats Equally

This new research examines the relationship between Customer Experience (measured in social NPS®) and brand market share changes in a rapidly growing market, such as smartphones. The Tide Comes In The quarter over quarter growth of the smartphones market peaked … Continue reading

Posted in Customer Experience CX, Market Intelligence, Market Research, Opinion Miner, Social Media Research | Tagged , , , , | 3 Comments

The root of all great products

Great products come from a deep understanding of customers’ needs and wants. Such understanding is best formed by observation of customers using a product. Hence, the proverbial chicken/egg situation – a product that has not yet been developed cannot be … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence, Market Research, Product Management | Tagged , , , , , , , | 1 Comment