Category Archives: Market Research

Which is a better investment – Customer Experience or Brand Management?

New research published in the Harvard Business Review examines trends of brand and customer value components as percentages of overall enterprise valuation Continue reading

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Cheap Gas, Electric Cars and Customer Experience

It is important to remember that even at the near-record high of gas price, customer retention of hybrid vehicles was only 35%. Continue reading

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Customer Experience – From Data to Action

the effectiveness of your efforts depends much more on the data sets you choose to analyze in concert, than on the tools you choose for analysis and visualization Continue reading

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Customer Satisfaction Is Not Enough to Forge Loyalty

Most “loyalty” programs on the market today completely miss this point and act as “golden handcuffs” to incite repeat business rather than creating loyal customers Continue reading

Posted in Customer Experience CX, Customer Intelligence, Market Intelligence | Tagged , | 3 Comments

Why Your Investment in Analytics is Likely to be a Complete Waste of Money

Analytics without domain knowledge, is as likely to provide you with actionable decisions, as a pile of bricks without blueprints is to help you construct a house. Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Social Media Research | Tagged , | 7 Comments