Tag Archives: Market Research

How much is good Customer Service worth? £80 million says insurance industry

By Colin Shaw | Published: February 11, 2010
  £80 million is how much the insurance industry could save if it improved its customer service, according to a recent report from Ernst & Young and the Chartered Insurance Institute (CII). The report found a “strong consensus that the insurance industry is not providing good enough customer service to its mid-corporate customers”. The report drives [...]
Posted in Customer Analysis, Market Research | Also tagged , , | 1 Comment

New research methodology to measure subconscious experience

By Steven Walden | Published: November 23, 2009
Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia to measure: 1. The subconscious experience 2. The key emotions felt 3. Which emotions drive and destroy value. We need more people to take part in the research which only takes 10 minutes. By doing [...]
Posted in Customer Behaviour, Market Research | Also tagged , , , , | 2 Comments

The advantages and disadvantages of BPR and Six Sigma

By Steven Walden | Published: September 10, 2009
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/ [...]
Posted in Customer Analysis, Management, Market Research | Also tagged , , , , , , , , , , , | 4 Comments