Tag Archives: Market Intelligence

Customer Experience and Devaluation of Brand

The rise of social customers triggered the devaluation of brand as an asset class. In the past a brand was recognized by businesses as the most valuable asset because they served as a proxy for quality of products sold under … Continue reading

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Customer Experience, Correlations and Predictions of the Future

Recently I read very interesting article that explores role of intuition in data science. It is written by Tom Davenport who is well known in the field of analytics:  “A hypothesis is an intuition about what’s going on in the … Continue reading

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Customer Experience – Designed for Churn

Given the challenges of attracting new customers, one would expect to optimize business processes to prevent them from leaving. Surprisingly it is often feels like companies design their operations to deliver customer churn. Some of it is a result of … Continue reading

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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

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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