Market Research Blog
The 4 Steps to Touchpoint Redesign
One of the key questions in Customer Experience is ‘how can we redesign our experience to create more value-add?’ Too often however this is treated as a negative question, being turned into: ‘what can we do to eliminate non-value adding costs’, hence the popularity of certain LEAN and Six Sigma approaches. Yet the programme of activity required to transform your organisation at a touchpoint level is actually quite straightforward and characterised by 4 steps: Define, Create, Test and Pilot.
Measuring Consumer Decision-Making Implicitly
Controversial, may be; different, absolutely.
An increasing trend in research today is the use of Implicit techniques: see the Harvard University website https://implicit.harvard.edu/implicit or in the UK the work of Dr Nigel Marlow (London Metropolitan University) and Dr Peter Shire.
How BPR and Six Sigma use the Voice of the Customer
Whilst it is true that the intent to include the customer is well established within process methodologies, the measurable output remains focused on customer satisfaction and traditional research metrics. For instance, companies would qualitatively assess’ where our stakeholders want to be?’ and ‘what our customers needs are against a cost benefit analysis.’
The advantages and disadvantages of BPR and Six Sigma
In the CEM view consumers are not treated just as ‘rational satisfied actors’ but also possessing of emotional responses. Hence the measurement and understanding of emotions is a key area that should be appreciated alongside the usual insight measures of satisfaction. Fortunately, this is a component of CEM easily integrated into BPR / Six Sigma/ Lean’s statistical and methodological orientation
The advantages and disadvantages of BPR and Six Sigma
A Chinese Customer Experience [infographic]
Author: Colin Shaw
Are you providing a multi-lingual customer experience?
PSFK reports that “In the past year, China has acquired a whopping 36 million new internet users, tipping the grand total to over 440 million users. With China’s steadily increasing growth, English may soon be dethroned as the most widely used language on the internet in possibly less than five years.”
Leveraging online relationship data
Author: Colin Shaw
Friendships online are more than just connections, they are data points.
Image: Bloomsburg Business week
Customer Service Statistics Infographic
Author: Colin Shaw
This popped up in my RSS reader this morning.
Infographics are all the rage at the moment on the blogosphere, and it was good to see one that related to customer service, in particular how putting customers on hold influences customer retention.
Originally found on the evergreen DataViz tumblr
Starbucks continues to lead in the Social Media space
Starbucks continues to excel at providing a great brand experience online with a report that it is the most popular brand in the U.S. within social media sites.
Customer Experience Correlations: The Stock Market
Author: Colin Shaw
How can you quantify the customer experience: can you show effective ROI?
Designing your customer experience to evoke nostalgia
Author: Colin Shaw
A recent study has found that customers prefer nostalgic products when they are feeling left out, or are missing a feeling of belonging.