Free Web Seminar – The Analytical Revolution: are you ready?

Date/Time: Thu, May 6, 2010 2:00 PM – 3:00 PM EDT
Mention priority code MWS0032BLOG

What if you could change the game and become and insight partner to your end clients? You can with IBM SPSS solutions. Today’s market research firms are uniquely equipped to provide their business clients with what they need ‘ an in-depth, well-rounded understanding of their customers. By using predictive analytics, market research firms are not only able to conduct research, but also revolutionize their relationship with clients by taking insight to the next level

During this presentation we will examine:

‘ Integrating research with wider data sources to give a wider view to empower business decisions
‘ How you can let the data do the talking and provide valuable nuggets of insight
‘ How Predictive Analytics can be applied across the entire research lifecycle to provide further speed and accuracy in responses and results.

Featured Speaker
Heena Jethwa, Product Marketing Manager
SPSS Inc., an IBM Company


Women showing more enthusiasm in online networks

A new study at USC shows that many males are showing social networking fatigue. A study recently showed that 67% of women under 40 stated that their online interactions were just as important as their offline. Only 38% of men felt the same. In 2007, the opposite was found as 69% of men found their online interactions more important compared to 35% of women.

In addition, the article also looks at how men are often the early adapters, and eventually lose interest. But it’s the women, who are slower to adopt, who end up being more loyal to certain products and communities.

Read the full article here.

Customer service can make a trip

Mary Bergin recently wrote about her experiences in customer service while on a recent trip to Chicago in the Wisconsin Rapids Tribune. While on her trip, she received horrible customer service from the Public Transit of Chicago. However, she was pleasantly surprised when she received superb customer service from a local restaurant. Have you had any experiences like this? While Bergin alludes to the poor customer service from the public transit service, she identifies possible causes such as the reduction in personnel or the salary freezes.

A look back at TMRE 2009:Innovation & Growth: Cultivating the Game Changers

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we’ll be recapping one session from The Market Research Event 2009.

Presenter: Ram Charam, Author of Leadership in Times of Economic Uncertainty & Co-Author The Game Changers

Here are a few takeaways from his informative presentation.

Ram Charam begins his keynote session by asking the question ‘Why do 90% of accountants not turn into CFOs? Most accountants can’t make the linkage to the outside business and do not see the connections. There are many CFOs who do not have an accounting degree, but they are able to see the bigger picture.
Innovation is different from invention. Invention is the generation of an idea. Innovation, though, is conversion of an idea into money making. That is the viewpoint of a CEO.

Innovators must follow business acumen
1. Will this idea engage more revenues or acceleration of revenues
2. Will it accelerate profit margin and growth margin
3. Will it enhance the brand

How do you convert insights into revenue into margins? Ram Charam takes a look at the iPod which has no new technology in it. Brands also need people to view and see their social responsibility.

Number of Registered Twitter Users Surpass 100 Million

According to this post from Adam Ostrow of Mashable, twitter finally revealed their big number at the Chirp Conference. 105 million! Can you say shocking? Twitter continues to grow adding about 300,000 new users everyday. It is still behind Facebook with numbers boasting 400 million, but the gap is becoming smaller by the day. What does mean for communities?

A look back at TMRE 2009: Why quality doesn’t matter A report on the terminal illness of Survey Research

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we’ll be recapping one session from The Market Research Event 2009.

TMRE General Session: Why quality doesn’t matter A report on the terminal illness of Survey Research

Why quality doesn’t matter A report on the terminal illness of Survey Research
Stan Sthanunathan, Vice President , Marketing Strategy & Insights, The Coca-Cola Company

Stan is presented us with two vital slides. As different people have different styles, and he doesn’t want to offend anyone.

Vital slide #1: Why quality doesn’t matter. You must think about the future. If you don’t have quality, don’t come to the party. This is the reason why quality should matter, but it shouldn’t be the only thing.

Vital Slide #2: It’s beyond quality. What’s the next frontier? This slide could be considered less offensive than the first.

85% of research leaders indicated that they are either ‘Neutral of dissatisfied with the impact of marketing research in their company. How can we take respondent engagement to the next level?

Is only debate getting us in the way we focusing on urgent versus important. We probably spend a disproportioninate amount of time on the urgent as opposed to the important. There is hope for the industry going forward, the question is is innovation happening at the pace its suppose to happen?

It’s about helping the company to change shape. Not following the change as quickly as possible. Leaders create change. Followers follow change. Our role as leaders and market researchers is to light the way, and show a beacon of hope for what can change in the future. End user expectations bring value to the table.

Expectations are changing quite dramatically. Going forward, we must put money behind research, innovation, and technology changes that accelerate change. We need to think about how we can bring dramatic changes to the world of our research? How can we use technology to do so?

What’s blocking our way for innovation?
We can’t agree on the definition of insight in the industry.
We don’t ‘know what we don’t know, and we don’t know how to know what we don’t know.

What will our final frontier look like?
The speaker can’t predict the future, but Facebook will become the insight provider for the world. There are 300 million individual users, each have given an extensive amount of personal detail. So we can get a great understanding of human conditions. It’s the best source in the world for information on the human behavior. What is your loyal fan base thinking about your product? What do they do, when do they enjoy coke; all can be found if used Facebook correctly. They’re consumers who love your brand.

Here’s what a company needs from clients and research agencies.
-creative problem solvers,
-Story tellers
-Disruptive thinker
-Act before the change comes to shape change
-Imagine the world where date becomes a commodity
-Agencies are rewarded for business results delivered.

Focus on: outcomes, inspiring change and creating the future

Free Web Seminar – How SimplexGrinnell Increased Customer Advocacy by over 200%: Moving Beyond NPS Metrics

Often companies are focused entirely on satisfaction scores which are only the first step in truly understanding customer satisfaction. In order to respond to customer feedback, and increase satisfaction you must understand the meaning behind the score to be able to anticipate customer needs.

Join us to hear how SimplexGrinnell developed a process not only to measure the quality of customer relationships, but also to take action to exceed customer expectations.

Karl Sharicz, Manager of Customer Intelligence, SimplexGrinnell
Bill Herald PhD, Research Consultant, MarketTools

Register here
Mention priority code MWS0033BLOG

Official Call for Presenters Now Open: CUSTOMER WORLD 2010

the co-location of 3 unique customer-centric events:
8th Annual NACCM Customer’s 1st Conference
2nd Annual Customer UNinterrupted Conference
14th Annual Linkage Strategies Conference

From: Kelly Potanka, Conference Director, IIR
Re: CUSTOMER WORLD Call for Presenters
Event Date: October 25-27, 2010
Location: Orlando, FL

We are looking for both customer-centric case studies, as well as interactive/experiential activities. Creativity in format involving audience participation/inspiration will receive preferred attention. Please send all submissions to Kelly Potanka (

About the Events:
CUSTOMER WORLD is where the VOICE OF YOUR INDUSTRY comes together to champion and celebrate CUSTOMERS 1st. Never before has there been such a comprehensive offering of customer-centric events focused on your customer service/experience, measurement/metrics and self-service/technology needs.

NACCM consistently helps customer service executives reignite the passionate leader within to confidently lead their teams and customers. Balancing actionable, practical content with unique and memorable experiences- Customers 1st delivers the motivation you need to keep the customer at the center of every business decision. We are currently seeking cross-industry corporate practitioners to share unique strategies and best practices for creating WOW experiences by driving customer-centric initiatives at their organization.

Customer service is an investment, not an expense. Understanding how the customer wants to be approached and through which contact channel can redefine your next-generation of profitable customer connections. Customer, UNinterrupted is designed for customer operations career professionals to develop and execute a strategy for delivering a consistent, seamless service experience across multiple channels. We are currently seeking expert case studies that focus on Self-Service Technologies and Call Center Excellence.

In times like these, waste is not an option. Ensure every dollar spent on your customers delivers optimal profitability. Linkage Strategies is the only conference that measures the impact of your customer strategy investments on the business’ bottom line. If you have a case study on how to take the crucial step forward and show attendees how to manage, measure, link and act on customer data, submit your proposal now.

If you are a corporate practitioner ONLY, we invite you to submit a speaking proposal directly to Kelly Potanka on or before Friday, April 16, 2010 to Please note: Abstracts are reviewed and selected on a rolling basis, so please submit early. ONLY corporate practitioner submissions will be reviewed. If you are a consultant/vendor/solution provider, please see below. For consideration, please include:
‘ Proposed speaker name(s), job title(s), and company name(s)
‘ Contact information including address, telephone and fax numbers and e-mail
‘ Talk title
‘ Summary of the presentation (3-5 sentences)
‘ What the audience will gain from your presentation (please list 3-5 key ‘take-aways’)

Added Bonus: Each speaker receives free admission to the conference (a $2000+ value) including admission to all conference sessions, workshops, networking breaks, lunches, exhibit halls, etc.

Special Notice to Vendors, Consultants and Solution Providers:
Whether you are looking to build awareness, generate new business or strengthen existing relationships- a presence at Customer World can help you achieve your goals. A limited number of sessions are reserved on the program for this group to participate and sponsors are given priority. If you are interested in sponsorship or exhibit opportunities, please contact Jon Saxe, Business Development Manager at or 646-895-7467.

Thank you for your interest in CUSTOMER WORLD. We look forward to receiving your proposal!

Conan O’Brien uses web tools to continue entertaining millions

With his final night of the Tonight Show taking place earlier this year, Conan O’Brien has continued his presence in the American public successfully using online community tools. Through a network of Twitter (@ConanObrien), blogs, and fan communities, Conan O’Brien has sold out the majority of his comedy tour that will be kicking off this week. Read the full article here.

The importance of qualitative research

At eBusiness, they recently looked at the importance of qualitative research in international markets. While the survey method is most frequently used to collect data, in many situations, qualitative data may provide more insight and better aid decisions.

This article focuses on these specific techniques for qualitative data collection:
1. Observational and quasi-observational techniques
2. Projective techniques
3. In-depth interviews

Read the full article here.