Game Changer

Today, our guest post comes from Peter Gold, the CEO of Veraquest. His broad range of research experience lends itself particularly well to the world of omnibus research where clients tend to have an extremely diverse set of needs. Peter’s background as a practice leader has enabled him to develop a business model that is rich in client-centric benefits while simultaneously being very cost-effective. Peter earned a BSBA from the University of Florida and holds an MBA from Boston College.  His company, VeraQuest is a Sponsor at this year’s The Market Research Event.

Game Changer

Stating the obvious, social media has transformed the way we interact with our world. No longer can media take days or weeks to reflect and report on a certain event or person. No way would that be permissible. In the new millenium, we expect our news immediately, concisely and visually. In the United States, about 6 in 10 online adults are searching the Internet every single day for news and information (and another 15% are checking the Internet weekly). That means 60% of all online adults can’t wait even a day to consume the information they feel they need.

For personal (non-work use), social media has become nearly transcendent in the lives of online adults.

  • ‘Almost 2 in 3 online adults access social networking sites like Facebook or MySpace weekly or more often; and 46% access these sites every day. This is nearing the rate at which people use email’ According to our data, 78% of online adults are emailing their friends and family on an at least a weekly basis; and 49% are doing so every day.
  • ‘Approximately 1 in 3 online adults access blogs on a weekly basis (and about 1 in 5 daily). This beats the 11% of online adults who shop online every day.
  • ‘About 1 in 5 online adults use Twitter at least once per week (and about 1 in 10 use Twitter daily).

At work, social media isn’t nearly as transformative, but still its presence cannot be dismissed. We have found recently that for work purposes on a weekly basis, about 1 in 4 online adults use social networking sites like LinkedIn or Facebook; 15% access blogs; and 13% use Twitter.

Our expectation is that these figures will only continue to grow. And, we will keep you apprised as we track these data to see if our hypothesis is correct and whether Americans’ use of social media continues to evolve.

Next week, we will discuss whether the introduction and use of social media has had a positive or negative impact on our world. But before you get a look at that data, what’s your perspective?

Who Is Registered to Attend The Market Research Event 2011?

See Which of Your Fellow Market Researchers Have Already Registered!

Hundreds of your colleagues have already signed up to attend the “World’s Top MR Event”. TMRE 2011 takes place this November 7-9, 2011, in Orlando, Florida.  Who is attending?  Senior research, insights and marketing executives from:

20  20 Technology, 3M, 3Play Media, AARP Member Services, Accusoft Pegasus, Acosta Sales & Marketing, Adobe Systems, Affinnova, AIP Corporation, Altria Client Services, AMD, American Cancer Society, Inc, Amway, Analytic Partners, Annik Technology Services, Answers & Insights Market Research, Aon Hewitt, Applica Consumer Products Inc, ARPO Research Consultants, AT&T Mobility, Authentic Response, Barilla America Inc, Bavarian Inn Lodge, BBDO, Bellomy Research, Benenson Strategy Group, BET, Birdsong Gregory, Blizzard, Blue Cross Blue Shield of Massachusetts, Blueocean Market Intelligence, Borderless Access, BP, BrainJuicer, Burke Inc, Bush Brothers & Company, BuzzBack Market Research, C + R Research, C&C Market Research, Cablevision Systems, Cambiar, Canadian Tire Corporation, Career education corporation, Cargill, Carhartt Inc, CBS Interactive, Center for Strategy Research, Chadwick Martin Bailey, Cint USA Inc, Citizens Bank, Civicom Inc, Clarabridge, CMI, Coleman, Comedy Central, Communispace, Confirmit, Constant Contact, Consumer Insights Group LLC, Corporate Research Intl, Cranbrook Search Consultants, CRG Global Inc, Cuauht??moc Moctezuma, CVS Caremark, D L Ryan Companies Inc, Daniel Swarovski Corp. AG, Dean Foods, Decipher Inc, Decision Analyst Inc, Del Monte, Dell, Delta Hotels & Resorts, Directions Research Inc, Disney Canada, Dole Fresh Vegetables, Dominos Pizza, Dunkin Brands Incorporated, E Tabs, eCGlobalPanel, Egg Strategy, Emotion Mining Company Inc, EmPower Research, EmSense Corporation, Experian, Fieldwork, Focus Coast to Coast, Focus Forward LLC, FocusVision Worldwide, Foiled Cupcakes, Ford Motor Company, Foremost Insurance, Forrester Research, Frankenmuth River Place Shops, Frito-Lay, Gazelle Global Research Services, Genentech, GGeorgia Pacific, GFK Custom Research North America, Global Market Research Group, Globalpark Inc, GMI Global Market Insite Inc, Gongos Research, Google, Greenfield Online, GutCheck, Habits and Habitats, Hallmark Cards Inc, Hamilton Beach Brands, Harris Interactive, Heineken Mexico, Hershey Company, Hewlett Packard, Hylands, Ideas to Go, IFC & Sundance Channels, Illume, Illumination Research, iModerate, In4mation Insights, Infosurv Inc, infosurv, inc, InfoTools, Insight Evolution LLC, Insight Marketing Systems, Insight Research Group, InsightExpress, Insights In Marketing, InsightsNow Inc, Intel, Intuit, InVivo BVA USA, Ipsos, ISA Corporation-Interviewing Service of America, Johnson & Johnson, JPMorgan Chase, Kalsec, Kalsec Inc, Kao Brands Company, Kellogg Canada, Kellogg Company, Kimberly Clark, KL Communications Inc, Kohler Co, Koslow Marketing Insight, L & E Research, Laureate Education Inc, Liberty Mutual, Lightspeed Online Research, Lightspeed Research, Limra International, Lufthansa Technik AG,  Luth Research LLC, MARC Research, Maritz Research, Market Decisions Corporation, Marketing In Focus, Marketing Systems Group, MarketSight LLC, MarketTools Inc, MarketVision Research, Marriott International Inc, Mars Food Europe, Mars Petcare US, McCormick & Company Inc, McGraw Hill Education, Mckee Food Corporation, Meijer, Microsoft, Microsoft Support Services, Millward Brown, Milwaukee Journal Sentinel Inc, Mindwave Research Inc, Mktg Inc, Morgan Search, MRSI, MSW Research Inc, Nationwide, Nationwide Financial, Neiman Marcus, Nestle Purina, Nestle USA, Netquest, Neurofocus, NFL, Nokia, Nordstrom Inc, Olson Research Group Inc, Omnicell, Opinion Access Corporation, Opinionology, Paradigm Sample, Pepsi Co India, Performance Research, Pfizer Consumer Healthcare, Procter & Gamble Company, Psyma International Inc, Publix Super Markets Inc, Pureprofile, Quest, Quick Test Heakin, Radius Global Market Research, Recyclebank, Research Now, Rodale, Rosetta Stone, Ruth McNeil & Associates, Sachs Insights, Sam’s Club, SAW Insight, Schlesinger Associates, Scotia Bank, Scripps Networks, Sears Holdings, Seek Research, Sesame Street, Sesame Workshop, Shelter Insurance Group, Shire, SIS International Research, SJR Group, SKIM Analytical, SmartRevenue, Smith Arnold Partners, Smith-Dahmer Associates, Southern California Gas Co, Spike, St John & Partners, StandPoint, Staples Inc, Starbucks Coffee Company, Sterling Brands, StrategyOne, Survey Sampling International, SurveyGizmo, SurveyWriter Inc, Swarovski, Swift Prepaid Solutions Inc, Swiss Life AG, Symrise, Synergy Business Consultancy, Takeda Pharmaceuticals North America, TELUS Communications, Texas Instruments, The Clorox Company, The Dial Corporation, The Family Room/Just Kid Inc, The Modellers, The Olinger Group, The Pert Group, The Walt Disney Company, Thoroughbred Opinion Research, Thoroughbred Research Group, Time Warner Cable, Tivo, TNS, Toyota Financial Services, Tragon Corporation, Umongous LLC, United Sample Incorporated, Universal Studios, Universidad Catolica San Pablo, University Of Texas Arlington, uSamp, USPS, VeraQuest Research, Visa, Vision Critical, Visteon Corporation, Vodafone, W5, Wolverine World Wide, Yahoo!, Yum! Restaurants International
For more information on this year’s event, download the brochure here.  As a reader of the TMRE Blog, you’ll save $400 when you register using code TMRE10BLOG.

Total Customer Experience Leaders Speaker Spotlight: David Blair of Rockwell Automation


In the weeks leading up to the 2011 Total Customer Experience Leaders Summit we’re going to be hearing from some of the speakers. Today we have an interview with David Blair, Director, Customer Experience of Rockwell Automation. David will be chairing the 2011 event, which takes place Oct 3-5, 2011 in Phoenix, AZ. To learn more about the Total Customer Experience Leaders Summit, download the brochure here. TCEL: Tell us about a project you are working on or recently completed that you are proud of? DB: We’ve just completed a new event-based survey that allows us to get feedback on our PROJECT business. The survey is very different from our annual customer survey in that it focuses on the individual project ‘ from proposal through design through start-up. The goal is to both ensure a successful project, and get actionable feedback on our performance. TCEL: What do you think is the key to a successful Customer Experience program? DB: Senior Management support. Improving customer experience can’t be done from the bottom up. Moving the needle takes hard work and real commitment. And that comes by senior management talking about customer experience, defining performance goals, linking performance to compensation, prioritizing customer experience expenditures, and taking a personal interest in improvement projects. TCEL: What inspired you to get in the field? What keeps you motivated? DB: Motivation is easy. In our company, the Customer Experience Office is not just the messenger for conveying customer feedback – we’re also responsible for driving improvements. So knowing the next customer survey is right around the corner, and I’ll be the one walking through results with the CEO, I’m constantly motivated to drive feedback into actions that will improve our Customer Experience scores. I got into the field primarily because it allowed me to leverage my diverse background (sales, marketing, quality, product development) and interpersonal skills to make some real differences. TCEL: What is one thing you’re excited about for this year’s Total Customer Experience Leaders Summit? DB: Meeting peers. In our field, we rarely get a chance to share our approaches, successes and failures with peers. Books and consultants are helpful, but there’s really no substitute for an in-depth understanding of how other companies approach customer experience. There’s no one right way, and the approaches vary widely. My goal is to gather ideas that will form the basis for a strategy that elevates our own program to the next level, and likewise I hope I can offer ideas to help others advance. TCEL: What is one question you are looking to get answered at this year’s Summit? DB: My question: How do you keep the vitality in your customer experience program? It strikes me that no matter how good the research is, and how well it’s presented, the enthusiasm naturally diminishes over time. TCEL: What books or websites are you currently reading? DB: At the risk of offending authors out there, I’ve found the number of good books around B2B customer experience to be very limited. So I welcome hearing what others have found. I’m currently reading a book called ‘Wired and Dangerous‘ by Chip Bell. The book is very helpful in understanding the impact of the internet and social media on service providers. But it goes beyond that to discuss the general psychology behind customer service loyalty. So far I’d definitely recommend it. TCEL: Thanks so much for taking the time to share with us! To hear more from and network with customer experience leaders, join us this October in Phoenix, AZ for the Total Customer Experience Leaders Summit. Register for the event here. Please use priority code TCEL11BLOG when registering.

Social CRM… for B2B?

Are you working in the B2B world and wondering if there is any room for B2B in the social media space?

Social Media isn’t just a place for B2C companies to announce promotions or sales or address customer concerns. In fact, it can be an excellent platform for B2B companies to create dialog and form engaging human connections with potential prospects, as well as track industry trends and position themselves as a thought leader in the space.

Check out this recent post on Fast Company for “6 ways B2B companies can take advantage of Twitter” as a starting point.

For more in-depth information on this topic, join us this October at the Social Media CRM
Symposium at the The Total Customer Experience Leaders (TCEL) summit. TCEL is about integrating the voice of the customer into disparate pieces of customer research data within B2B. Our Symposium Day will help you learn how to better manage your customer experience by linking social media research to financial value. To learn more about the event, download the brochure here.

A New Market for Country Fans

Surveys conducted by MRI and independent research by the CMA may have changed the game for the Country Music Industry. Breaking down everything from a country music fans income, education, social media experience, and the car that they choose to drive; researchers have found a way to connect to fans of all ages. ‘A further breakdown shows that 48 percent of those who like country music are male and 52 percent are female. The age brackets are interesting, as 13 percent are in the 18-24 age range; 17 percent, 25-34; 18 percent, 35-44; 20 percent, 45-54; and 16 percent each in the 44-64 and 65-plus. Twenty-six percent are singles who have never married.’ These statistics help the industry see who their audience is, and more importantly who they’re selling their products to.

‘One in two people with an income of $100,000-plus are country fans and one in three people who have professional or managerial jobs are country fans. One in four of the people who live in the top five DMA’s are country fans. Again, Fuson pointed out that this opens a lot of doors because there is a whole new market where country fans live.’ These new demographics will help to expand sales in areas that were not necessarily considered before, not because they weren’t accessible, but because they weren’t aware there was a market for their products.

One of the greatest things about Social Media is that you can track your productivity instantly, and today social media and music festivals go hand in hand. The Country Music Industry will also benefit from this because it’s an easy way for them to connect directly with their fans. ‘Perhaps the most surprising thing about the research, based on CMA surveys of some 25,000 people, is that country fans are slightly more likely than the general population to be active Facebook users.’

The data from the survey will also help save time and allow the industry to tailor their campaigns to their consumers interests. Even just knowing the simple fact of what kind of car a fan drives could lead to partnerships with that specific car company. The information they received is invaluable, and is sure to expand their market for years to come.

TMRE Keynote Spotlight: An Anthropological Presentation of the Use of Mobile Tech & Digital Media in Everyday Life

Leading up to The Market Research Event, we’ll profile the keynotes, tracks and themes at the 2011 event.  Over the next few weeks, we’ll be looking at the exciting keynote sessions.  For more information on TMRE, taking place November 7-9, 2011; in Orlando, Florida, download the brochure now.  If you register using code TMRE11BLOG, you can save $600 off of the standard registration rate!  This rate is only available through today, July 15, 2011.

Featured Session:  An Anthropological Presentation of the Use of Mobile Tech  Digital Media in Everyday Life

Featured Keynote Speaker: Mimi Ito, Professor in Residence, Department of Anthropology and Department
of Informatics at the University of California, Irvine

About the session: Mimi Ito is an international expert on how people use mobile technologies and new digital media in their everyday lives. A cultural anthropologist of technology use, she also is a leading authority on how social network technologies are shaping society. Dr. Ito has been named the John D. and Catherine T. MacArthur Foundation Chair in Digital Media and Learning. Created in 2009 from an endowment fund originally established by the MacArthur Foundation at the University of California, Berkeley, the digital media and learning initiative aims to determine how digital media are changing the way young people learn, play, socialize and participate in civic life.

Be Happy, Use Social Media

Today, our guest post comes from Peter Gold, the CEO of Veraquest. His broad range of research experience lends itself particularly well to the world of omnibus research where clients tend to have an extremely diverse set of needs. Peter’s background as a practice leader has enabled him to develop a business model that is rich in client-centric benefits while simultaneously being very cost-effective. Peter earned a BSBA from the University of Florida and holds an MBA from Boston College.  His company, VeraQuest is a Sponsor at this year’s The Market Research Event.

Be Happy, Use Social Media

Last week, we spoke about the use of social media and how it has pervaded the lives of online adults in the United States. But today we would like to reflect on whether the now-unavoidable presence of social media has had a positive or negative impact on our world.

In general, Americans tend to lean (and this lean is only ever-so-slight) to the positive when thinking about the impact of social media.

  • ’46% of online adults (only a plurality) believe that the impact of social media has been generally positive. But, the vast majority of this group is in the ‘somewhat’ positive camp.
  • ‘Approximately 1 in 5 online adults feel there has been no real impact by the introduction of social media to our world, which frankly I find hard to believe.
  • ‘About 1 in 3 feel the impact has been negative.

When thinking about social media, its greatest impact seems to lie in changing our collective intellect’ in improving our ability to absorb and reflect on information, causing us to become better thinkers, communicators, and citizens. But this change may have come at a price as emotionally and physically we seem to have lost a step, feeling more anxious and stressed and less physically active, due to our use of social
media.

Specifically according to our data, most online adults feel that social media has caused us to become more:

  • ‘Connected to one another (81%)
  • ‘Informed about the world around us (77%)
  • ‘Willing to try new things (75%)
  • ‘Willing to take risks (67%)
  • ‘Creative (66%)
  • ‘Adaptable to new situations (63%)
  • ‘Self-confident (62%)
  • ‘Effective communicators (61%)
  • ‘Professionally successful (61%)
  • ‘Effective critical thinkers (52%)
  • ‘Thoughtful to the needs of others unlike us (52%)
  • ‘However at the same time, many online adults agree that social media has caused us to become:
  • ‘More isolated (49%)
  • ‘More anxious or stressed (62%)
  • ‘Less physically active (75%) and healthy (57%)

All that said, here is my favorite slice of the data: almost 2 in 3 online adults (64%) say that social media has made us happier ‘ and what’s better than that?

And therein lies the riddle of social media. It has caused us to become more connected, yet more isolated; more cerebral, yet less physically fit; and happier yet more anxious.

Tell us ‘ how often do you use social media? And how do you feel it has changed you personally and the way you interact with the world?

How Microsoft guarantees accountability from its customer facing resources

Join Tim Berry, Director, Customer & Partner Experience, US – Enterprise Partner Group, Microsoft at the Total Customer Experience Leaders Summit, taking place October 3-5, 2011 in Phoenix, Arizona for his much anticipated keynote presentation:

Steps to Driving Action on the Front Line in a B2B Environment

This session will focus on how to create an end to end process that can be used as a foundation for accountabilities for your front line customer facing resources.
Key learnings will be shared on the following areas:
‘ Leveraging Senior Leadership to set the correct tone for the discussion
‘ Integrating the feedback into future account plans
‘ Holding your teams accountable

In addition to Microsoft the following companies will also share their inside stories on Measurement & ROI, Data Performance, Operational Metrics and Social Media CRM.
AT&T, Kelley Blue Book, CVS Caremark, Verizon, AAA Northern California, Rockwell Automation, J.D. Power & Associates, Maritz Research, CPI Card Group, Customer Experience Partners, Customer Bliss, EMC, Forrester, Expedia, Allstate Financial, Peppers & Rogers Group, Pfizer, FedEx Corporation, GE Healthcare and more. Download the brochure to see the full program.

The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance. Register as a reader of our blog with code TCEL11BLOG by July 22, 2011 & save $300 off the standard & onsite rate.

We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team
Visit the event webpage.
Follow us on Twitter.

Last chance to save $600 on the world’s biggest and best Market Research Event

Join Anne Mulcahy, Former CEO of the Xerox Corporation at The Market Research Event for her much anticipated Keynote Presentation: Leading a Transformation: The Role of Leadership & Insights.

One of the most admired leaders of her generation, Anne Mulcahy has been widely credited with transforming Xerox Corporation, where she served as CEO for nearly a decade.

On a practical, day-in, day-out level, what can leaders do to navigate sweeping change in their organizations? What are some of the blind spots that can be avoided, and how? It is often said that communication is critical, but there is seemingly little advice about what you should say – especially at those pivotal, difficult moments.

During her Keynote Presentation, Anne Mulcahy will offer insights on the lessons learned over the decade she led the remarkable transformation at Xerox and the critical role of listening to your customer.

The Market Research Event is the world’s most comprehensive market research event – bring you more speakers, more topics, more global perspectives and more client-side representation than any other MR conference. For more on this year’s Program and Presenters, download the brochure.

This week is your last chance to register by July 15 to Save $600 off the standard & onsite rate to join us for the biggest and best event yet. Mention priority code TMRE11BLOG. If you have any questions about TMRE 2011, feel free to contact Jennifer Pereira at jpereira@iirusa.com.

Do you follow @TMRE on Twitter? We’re close to the 1000th follower mark, and that person receives a $50 AmEx gift card! Follow us today for your chance to win!

TMRE Keynote Spotlight: Leading a Transformation: The Role of Leadership & Insights

Leading up to The Market Research Event, we’ll profile the keynotes, tracks and themes at the 2011 event.  Over the next few weeks, we’ll be looking at the exciting keynote sessions.  For more information on TMRE, taking place November 7-9, 2011; in Orlando, Florida, download the brochure now.  If you register using code TMRE11BLOG, you can save $600 off of the standard registration rate!  This rate is only available until July 15, 2011.

Featured Session: Leading a Transformation: The Role of Leadership & Insights

Featured Keynote: Anne Mulcahy, Former CEO, Xerox Corporation

About the presentation:
One of the most admired leaders of her generation, Anne Mulcahy has been widely credited with transforming Xerox Corporation, where she served as CEO for nearly a decade. On a practical, day-in, day-out level, what can leaders do to navigate sweeping change in their organizations? What are some of the blind spots that can be avoided, and how? It is often said that communication is critical, but there is seemingly little advice about what you should say’especially at those pivotal, difficult moments. Anne Mulcahy offers insights on the lessons she learned over the decade she led the remarkable transformation at Xerox and the critical role of listening to your customer.