5 Star Customer Experience: Delighted, Overjoyed, Amazed, Thrilled

Today is the age of the consumer. So, what does the consumer expect? Great customer experience.
The customer service industry has been buzzing about customer experience for quite a while now, and many companies have adopted it into their business strategies. It doesn’t matter how big or small your contact center is, what industry you’re in, or whether your company is B2C or B2B. Customer experience is critical for all companies. 
Today, customer experience also involves listening to the Voice of the Customer through listening posts, analyzing customer feedback to create a basis for acting on better business decisions and measuring the impact of those decisions to drive greater operational performance and customer loyalty.
Through this process a company can strategically organize itself to manage a customer’s experience with its product or company, and tap into cost savings and revenue drivers that can deliver profitability in all aspects of business operations.
Check out this cool video below about what makes a ’5 star’ customer experience

What does Life as a TMRE Ambassador entail?

We’re setting out to find TMRE‘s most passionate loyalists and invite them to participate in our 2nd Annual Ambassador program. After all, The Market Research Event is the world’s best event because it attracts the best people.

This highly specialized group of leaders results in an unrivaled intellectual capital not found anywhere else. These folks have the best lesson-based stories to share. Therefore, the more peer counterparts who come, the more tangible value the event delivers.

Consequently, the more profound the impact will be on advancing the industry forward. And so, in a world where word of mouth is the trusted medium of choice, we invite those who believe strongly in the brand to champion the event on our behalf to help grow the event community by expanding our reach to the right people.

We’ll make it easy for you to do and reward performance. All TMRE ambassadors will receive VIP status including exclusive discounts, pre-event screenings and access to a ‘members only’ gold room of pleasantries onsite.

What is the TMRE Ambassador program?

If you’re a loyal TMRE attendee and singing TMRE‘s praises, we want to recognize and reward you, support your efforts and make your mission little easier and a lot more fun.

By empowering our ambassadors with tools to spread the word about TMRE, you’ll be able to offer exclusive discounts to your contacts and rack up VIP experiences and other perks for yourself.

TMRE ambassadors are an eclectic mix of past attendees, former speakers and long standing sponsors ‘ all those that know, trust and love the brand.

What does Life as a Market Research Event Ambassador entail? 
Enjoy these onsite VIP experiences and other perks throughout the entire year:

‘ Special Ambassador discount to attend TMRE
‘ 20% discount to pass along to colleagues and contacts to join you at the event. (To receive your unique pass-along discount code, contact Ali Saland at asaland@iirusa.com)
‘ Access to presentations in advance
‘ Private on-site registration
‘ Access to TMRE Ambassador Lounge onsite
‘ VIP meet and greets with select speakers onsite
‘ Private keynote book signings
‘ Upgraded onsite refreshments and meals
‘ Complimentary onsite Wi-Fi access
‘ Automatic enrollment in the Annual Insights & Innovation Webinar Series
‘ Participation in TMRE AmbassaCHATTER ‘ a panel of ambassadors face off on the most debatable controversial topics ‘ scheduled quarterly
‘ And, of course, the coveted TMRE T-shirt

How do you become a TMRE Ambassador?

- Loyalist: If you have attended TMRE more than 4 times in the past 10 years and are currently registered for TMRE 2013, you will be automatically enrolled into the Ambassador Program and receive the aforementioned benefits via email

- Advocate: If you have not attended more than 4 times but are currently registered (or planning to), passionate about TMRE and wanting to help spread the word, you can qualify* to be a part of the Ambassador Program.
*To find out how to qualify, please contact Ali Saland at asaland@iirusa.com

Become a TMRE Ambassador Today!

The Market Research Event will take place October 21st ‘ 23rd at the Gaylord Opryland in Nashville Tennessee. Save 15% off the standard rate when you mention code TMRE13BLOG.

Created with flickr slideshow.

Consumer Insights Executive Creates Research Excitement at BP

Diana Gabbard, consumer and shopper insights FVC at BP, is the
lead for consumer and shopper insights for the retail marketing team including
over 9,500 gas stations in the east of Rockies area.  At last year’s TMRE, Gabbard sat down with IIR’s Marc Dresner
to discuss BP’s consumer insights
that is being led by Gabbard.
With a great deal of experience in a variety of industries, she
has found the gasoline category to be very different from other retail
categories. In fact to consumers, gasoline is a very perfunctory category with
very low involvement and mostly negative emotion.
‘This leads us down a different insights path. It leads us
to a very behavioral-based foundation of research that we use to then latter up
to more of the attitudes and the choices that the consumers make,’ Gabbard
She has added several new research tools to the toolbox of
the retail marketing team. In addition, Gabbard has worked to engage and excite
the team, getting them a little bit close to the consumers and get excited
about research.
While expanding the toolkit, Gabbard wanted to get people
very comfortable and understanding the value of the different tools.  She commented, ‘It is about engaging those
stakeholders at every step of the way as well as building the trust with the
team that these techniques and tools would deliver the results that would help
transform the business.’
A lot at BP has changed since Gabbard arrived just three and
a half years ago. Today, BP is using more mixed methodological types of project
approaches, as well as a lot more technology.
‘We are really creating an excitement and the research and
insights ‘buzz’ around BP helping to represent the consumer voice,’ she said.

Check out the full interview below:

Want to learn more about this topic and hear directly from industry experts? Attend this year’s TMRE in Nashville! To register, click here.

A Great Customer Experience Stands Out from the Crowd

Greeting customers when they enter your business is good customer service, but it won’t make yours stand out. Creating a unique customer experience (CX) is the best way to make a lasting impression. For a truly memorable experience, companies must find new ways to create innovative CXs.  Recently, Forbesshared four ways some companies are doing just that.
Rethink Everything. For ages, restaurants everywhere in the world have worked the same way. When developing new ideas for CX, restaurateurs aren’t apt to consider upsetting that basic structure. But, Rajat Suri is seeking to change that with the Presto tablet, a touch-screen gadget that allows customers to skip the waiting part of dining in.
‘Suri demonstrated the gadget over dinner at a Mediterranean restaurant, where the only interaction with waiters came when they delivered the falafel,’ reported Bloomberg Businessweek. ‘Presto lets diners order by scrolling through pictures of entr??es and pay swiping a card through Presto’s built-in reader.’
Confound Expectations. Another type of business that has stuck to the same procedure is the bank. John Wynn of Universal Mind explained how one bank is innovating around customers’ expectations in a way that doesn’t require high-tech gadgets.
‘Branches are referred to as ‘stores’ with a greater emphasis on retail operations and atmosphere,’ said Wynn. ‘Those ‘stores’ are considered destinations, where a customer can not only handle banking needs but also take a few minutes to learn more about financial products and services. The concept was created to empower all associates with the ability to work in all areas of a traditionally specialized banking environment.’

Image via Jeremyalicandri.com

Consider Soft Innovation. Even companies that peddle product instead of services can innovate without inventing new hardware. In ‘The Method Method,’ Eric Ryan and Adam Lowry refer to the concept as ‘soft innovation.’ Soft innovation means highlighting small things about a product in a way that alters the CX.
‘Soft innovators establish new standards for quality, experience, and sales in their categories without doing anything profoundly innovative,’ they wrote in an excerpt of the book. ‘Think Ben & Jerry’s, which introduced the ice cream pint to the world as a more personal alternative to the half-gallon or gallon tub.’

Treat Them Like V.I.P. Threadflip has made reselling clothes easier with White Glove Service, a fashion website that eliminated the hassle of listing and shipping used items. Sellers must first apply to take advantage of the free service, but those who participate receive prepaid labels, and then send it back to the company. 

Staff will then suggest prices, post the items, and ship them when they’re purchased.

There are countless ways a business can create a unique CX. It means that no matter how many brilliant customer experiences other companies implement, there’s always another idea out there to transform the CX.
Amanda Ciccatelli, Social Media Strategist at IIR USA in New York City, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the tech industry.  She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc. 
Related articles

Netnography: A Powerful Approach for Social Media Insight

At the Market
Research Event (TMRE)
Conference in 2012, Robert V. Kozinets, Professor of
Marketing, Chair of Marketing Department, Schulich School of Business, York
University, presented the closing keynote Netnography: A Powerful Approach for
Social Media Insight.
Sign up for access to the full length video and
discover how we are now living in a world where consumers don’t trust marketers
and advertising. Marketers have to cut through an incredibly fragmented media
space to get their message out there. 
So, how do we understand this kind of
world and cut through this atmosphere? To learn, click here.

Amanda Ciccatelli,
Social Media Strategist at IIR USA, has a background in digital and print
journalism, covering a variety of topics in business strategy, marketing, and
technology. She previously worked at Technology Marketing Corporation
as a Web Editor where she covered breaking news and feature stories in the tech
industry.  She can be reached at aciccatelli@iirusa.com. Follow her at

The 2012 TMRE Executive Summary is Available Now

The 2012 TMRE Conference brought together more than a thousand researchers to learn, network and
discuss many key topics. It truly is a great time to be in research, with things evolving ever faster and offering
even more and better opportunities to impact our companies’ businesses.

We compiled an executive summary which highlight the key points and overarching themes of the 2012 TMRE conference. In 2012,The Market Research Event was a tremendous showcase for great work and new trends focusing (importantly) on the ability of Market Research to lead a company’s path to success. We found four overarching themes emerged from the keynote sessions, track breakouts, and networking discussions:

  1. Understanding and Influencing the Customer Journey
  2. Brand is Still King
  3. Burgeoning Data: New and BIG
  4. Social Media coming of age

We would like to share the executive summary with you here.

Save the Date ‘ The 2013 Int’l Shopper Insights in Action Event is Here

The International Shopper Insights in Action Conference 2013For over a decade, the Shopper Insights in Action Conference has helped businesses excel by being 100% focused on activating insights at retail.

And on that note, we are excited to announce that the wait is over – The 3rd Annual International Shopper Insights in Action Event is here and taking place 5-7, November in Prague.

Uniting the world’s best shopper minds, Shopper Insights in Action is where vision and action are fueled by stakeholder collaboration. Real take-away value lies in aggregating the right mix of people with the right expertise, experience and diversity to interact with ground-breaking, actionable content and with each other through a purposely designed conference experience.


Translating Insights into Opportunities: The International Shopper Insights in Action Event from Shopper Channel on Vimeo.

This year we transform from reactive customer research to predictive intelligent insight. It is more important than ever to truly understand shoppers throughout the decision journey to make smart shopper strategies come to life at retail.

 Join the most influential FMCG Suppliers, Retailers and Thought-Leaders.

Key themes for all Stakeholders include:
‘ Balancing Shopper & Consumer
‘ Category Vision
‘ Retail Innovation
‘ Shopper Activation
‘ Predictive Intelligence
‘ Collaboration Strategies
‘ Omni-Channel Retailing
‘ Insights in the Store
‘ Shopper Marketing
‘ Digital Innovation
‘ Channel Integration
‘ Insights Beyond the Store
‘ Influencing Buyer Behavior
‘ Being Data-Rich & Insight Poor
‘ The ROI of Loyalty
‘ Does Emotion Trump Function
 Plus, two NEW Intensives with expanded content focused on Strategic Selling Strategies and Shopper Insights Analytics for Shopper Marketers, Category Leaders, Shopper Analytics and Merchandisers.

See more details about what this year’s event is covering here

And you will hear from industry experts such as:
NESTLE and many more!

Leading Researchers, Category Managers, Shopper Marketers and Merchandisers attend to explore consumer and shopper behavior, the decision journey and how to champion the value of activating intelligence for basket growth.

The wait is over. Registration is OPEN. The ACTION starts now.

*  Mention your blog VIP code, SIA13BLOG, and save 15% off the standard rate.

Market Researchers Face the Most Dramatic Changes They’ve Ever Seen

The Market Research Event
has always been a place of best practice and discovery. Now, as our industry transforms
and faces the most dramatic change it has ever seen, TMRE will transform you
into a hybrid researcher and strategic advisor. There’s never been a more
exciting time to be your partner in development and your connection to the best
in insights from around the world. Always focused on the business value of
market research, TMRE is where vision meets best practice and accelerates
executive development.
October 21-23,
Nashville, TN
  • Persuasion: Dan Pink, Author, To Sell is Human
  • The Underdog: Malcolm Gladwell, Author, David &
  • The Game Changer: Jane McGonigal, Author, Reality is
  • Future Growth: Jared Weiner, Vice President, Weiner,
    Edrich, Brown, Inc.
  • The Digital Challenger: Dr. Jeffrey Cole, Founder
    & Director, Center for the Digital Future, USC Annenberg School for
    CommunicationsThe Leader: Joan Lewis, Global Consumer & Market
    Knowledge Officer, Procter & Gamble
  • The Pragmatist: Jeremy Sack, Vice President &
    Director, Pragmatic Brand Science Institute, Lieberman Research Worldwide

Best Practice
GAP: Creating a Proactive,
Future-Focused Insights Lab
CLOROX: Revolutionary NEW Tools
for Shopper Insights
PANERA BREAD: Segmentation in a
Big Data World
FACEBOOK: Segments of Social
Users of the Future
YAHOO!: Behavior, Consumption
& Measurement Across Media
DUNKIN’ BRANDS: Research and the
Increasingly Mobile Consumer
LUFTHANSA: Forecasting
Competitive Action
NISSAN: Ethnographic Driven Innovation
Environments of Consumer Intimacy
ZIPCAR: Understanding Cross
Channel Consumer Experiences
Executive Development
E&J Gallo
Center for Creative Emergence
PARTNERS: The Hartford
Nominated Songwriters
Global Presentation Expert
DECISION MAKING: Bank of America
Proven Value is the TMRE Difference: TMRE connects the best
in insights from around the world and is the #1 research and insights
1200+ attendees
180+ rarely seen speakers
130+ content-driven sessions
100+ cutting edge exhibitors
60%+ client-side participation
20 unique symposia, tracks and workshops
NO commercialism
Mention code TMRE13LINK & Save 15% off the standard
Register today: http://bit.ly/18GGqQ6
TMRE is more than a conference. It’s a game changer. We’ll
see you there.


The TMRE Team

Welcome to the World of the Ever-Connected Customer

Today’s customer understands they now have power. They now expect more than just a product or a service from you. They expect a relationship that is on equal term and they expect to be at the center of your world. And your company needs to put them there.
As the marketplace becomes more crowded with products and services, it is becoming much more difficult for companies to stand out amidst the clutter. In the past, how you packaged your product was extremely important, as well as the messaging around it. These elements are still critical, but now you also need to offer the customer a positive, unique experience.
The customer experience is a blend of a company’s physical performance and the emotions evoked, intuitively measured against customer expectations across all touch-points. This means that every time a company and a customer interact, the customer learns something about the company that will strengthen or weaken the future relationship – and with that – the customer’s desire to return, spend and recommend.

Check out this cool video by Salesforce.com about how in this day in age, your company needs to become a ‘customer company’ to be successful.

Call for Presenters: The Media Insights & Engagement Conference


The Institute for International Research (IIR) is currently seeking presenters for:

The Media Insights & Engagement Conference 
January 29-31, 2014
Mayfair Hotel, Miami, FL

The producers of The Market Research Event (TMRE) present The Media Insights & Engagement Conference. Like TMRE, this event is grounded in deeply understanding how people behave and what motivates the behavior – and how to make strategic decisions based on the behavior. It is 100% focused on the business value of insights as a strategic partner with visionary talks and illustrative case stories shared .

The event experience will provide information and inspiration around smarter decision making by exploring how consumers are constantly changing how they interact with and engage across media channels, content and delivery systems, now and in the future.

The program’s foundation will apply behavior based decision making to uncover new trends, ideas and patterns around navigating content and translating insights into new business opportunities. Focused on multi-platform content creation, delivery, engagement and measurement, this event will be designed around themes focused on how and why people consume content, what drives them to like and share content, the research behind content development, new research techniques, how to prove return on investment and so much more.

Who Attends 
We are expecting more than 300 senior-level media research and insights executives from cable, satellite, broadcast, telecommunications, OTT, agencies, research firms and industry thought-leaders with responsibilities in research, insights, programming, sales, marketing, digital and more.

Speakers receive FREE admission to the conference as well as any pre-conference activities, workshops or symposium, a $3,000+ value.

via sixteen-nine.net

Content Areas Include But Aren’t Limited To: 
‘ Understanding Cross-Media Behavior with Scalable Measurement Solutions
‘ Creating a Comprehensive TV Everywhere Experience
‘ Multi-Screen Consumer Behavior Drives the Growth of Social TV
‘ Creating Actionable and Measurable Insights
‘ Cross-Media Measurement
‘ Multi-Dimensional Research
‘ Big Data Analysis & Synthesis
‘ The New Watercooler: NextGen Content Creation
‘ Winning Collaboration and Partnership Strategies
‘ Social TV Analytics
‘ Transitioning from Reactive to Predictive
‘ Educate the Consumer on How to Navigate the Content and Platform Options
‘ The Future Role of Social, Digital, Video and Linear TV
‘ Changing the Business Model to Respond to New Content Distribution Platforms
‘ Exploring New Opportunities for Revenue
‘ The Discovery and Convergence of Content and Commerce
‘ Examples of New Partnership Opportunities
‘ The Blurring Lines Between New & Traditional Channels
‘ Trends on Emerging Technology and Research Tools
‘ Zero TV Households
‘ Second Screen Usage and Monetization
‘ The Where, How and Why Behind the Content Viewing Patterns
‘ The Evolving Role of Distribution Platforms Creating Original Programming
‘ Research on Demographics and Evolving Behaviors
‘ How Digital Technology is Reinventing Creativity on TV
‘ The New Living Room: Use of Second Screen Apps
‘ Matching Loyalty Card Insights with Viewing Insights for a Holistic View of the Consumer
‘ Future Trends and Forecasting
We are also happy to consider topics not listed here that you feel would add value and be appropriate.

Submission Guidelines
Please submit the following to Rachel McDonald, Senior Conference Producer at rmcdonald@iirusa.com no later than Friday, June 28, 2013.

For proper consideration, please include the following information with your proposal:
‘ Proposed speaker name(s), job title(s), and company name(s)
‘ Contact information including address, telephone and e-mail
‘ Title and objective of presentation
‘ Please indicate which topic you plan to address and please indicate what is NEW about the presentation
‘ Summary of the talk
‘ What the audience will gain from your presentation (please list 3-5 key “take-aways”)
If your submission is selected, portions of your bio and summary will be used to promote your participation. In an effort to ensure the utmost quality, all final presentations will be subject to review by our content review board one month prior to the event.

Attention Suppliers/Consulting Companies Interested in Participating in the Event
This call for papers is limited to client-side presenters. If you are a vendor, consultant, research firm or technology provider and would like to speak at The Media Insights & Engagement Conference or have a presence at the event, contact Claybrook Collier, Business Development Manager at ccollier@iirusa.com or via phone at 646.616.7662.

Due to the high volume of response, we are unable to respond to each submission. All those selected to participate as speakers will be notified shortly after the deadline.