This Week In Market Research: 2/23/15 – 2/27/14

5 Ways to Maximize Your Mobile Marketing Strategy

Privacy Concerns: 8 Practices in data collection from getting permission from users to being transparent

Brands Must Take Advantage of Twitter’s Personal Touch: Assessing brands response rates

Consumer Trend: What Are We Eating?… We cant even remember

How MasterCard Is Taking Biometrics to The Masses: Making biometrics mainstream and increasing investment in cybersecurity

4 Ways Data Visualization Makes Big Data Easier

Talking to the “Post” Generation: 6 Tips to reaching the under 14 crowd and how they view social media

Defining Success in Native: How to measure success via analytics

Can Big Data Save The World? Improving businesses and then in turn the world

It All Starts With Listening: Listen to your customers, prospects, and dissenters

About the Author:
Ryan Polachi is a contributing
writer concentrating his focus on Marketing, Finance and Innovation. He can be
reached at

Wearable Technology Could Become the Future of Day to Day Life

The most recent wave of wearable technology is showing vast
improvements in its development since the first products. Many of the first
attempts such as Fitbit had high prices for products that sometimes were
lacking in accuracy and were not discrete in terms of blending with the user’s
day to day appearance.
Recently, there has been a push for improvements that make
wearable technology more desirable and useful. An attractive feature of
wearable tech is whether it can be ‘invisible’; a lot of the recent innovations
are becoming smaller yet gaining efficiency due to increased power. Wearables
now are more intertwined with fashion as users in the past were likely to not
wear devices due to them standing out. Jewelry is seen as a way of keeping the
technology on the user every day; for example, future innovations could have
the technology in a thin film under something as small as a ring.
A product that is due to be on the market soon is the
eagerly anticipated Apple Watch. The new Apple product is designed to make the
best of smartphone technology available on your wrist. The watch will enable
the user to see notifications, messages, GPS systems and all the useful tools
from a smartphone without having to get out your mobile device. The watch comes
in many different designs so that the consumer can have something stylish as
well as practical. The device most importantly has the potential to manage your
money. You’ll soon be able to manage your bills, make transfers, check
statements and pay with it.
Many wearable technologies are focused around health and
fitness; however one company is involving the technology that senses bodily
functions to be involved with payment systems. The Nymi band recognizes the
unique rhythm of the user’s heart to act as a way authenticating your identity.
It can be linked to devices to use instead of having to type in pin codes,
passwords and soon for payments.
Seamless integration of wearable technology to other devices
has been identified as being very important in the future of the products. The
most common are fitness devices that link with smart devices such as phones,
tablets and laptops to track health information that now can include things
such as BMI, blood alcohol level and even a posture coach. Other technology
goes past just human use to now having collars that can monitor your dog’s
vitals to help check for illness and can be shared directly with the vet.
The future of wearable technology is becoming ever more
efficient and informative. Products are more fashion conscious and
interconnected with other devices to make them more desirable for everyday use
for customers. The question in my mind is how long until wearables connect with
home devices? Will we soon get home and your heart monitor unlocks the front
door, your wearable fitness device will tell the fridge to pour you a cool
glass of water as your hydration levels are low and the air conditioning comes
on because your body temperature is found to be slightly high. The rate at
which the technology is developing means it may not be too far off.

About the Author:
Harry Kempe, a marketing intern at IIR USA, who works on various aspects of the
industry including social media, marketing analysis and media. He is a recent
graduate of Newcastle University who previously worked for EMAP Ltd. and WGSN
as a marketing assistant on events such as the World Architecture Festival,
World Retail Congress and Global Fashion Awards. He can be reached at

How to Create a Customer Experience that Sells

Today, businesses of all types and sizes must provide high quality products, but customers tend to remember the details of their experience with the product or the company better than the product itself.
So now it is more important than ever for businesses to focus on developing customer experiences that enables them to grow and retain their customer base. Here are a few ways businesses can create a customer experience that truly sells the product.
Recognize Your Customer. A key step you can take to enhance your customer experiences is to personally recognize your customer when they return to make a purchase. It’s the personalized treatment that adds value to a purchase, makes the customer feel special, and injects loyalty into your customer base. Evaluate your business operations to for areas where you can ensure that your customers know you are paying attention to their purchases.
Provide a Personalized Experience. It is also important to focus on providing your customers with personalized shopping experiences. Integrating interactive experiences along with in-store shopping is an excellent way to do this. Customers expect VIP treatment from brands in both online and in-person experiences. Providing customers with the same personalized experience when shopping online as they receive when they are in the store can go a long way toward encouraging repeat business.

Tapping into the Customer’s Emotions. For many consumers, shopping is an emotionally driven experience. No matter what they are shopping for, consumers are seeking opportunities to connect those events with their experiences with products. So, provide consumers with the option to build shopping lists and share with friends. Along with seeing what people close them are shopping for, these lists also make it possible for consumers to save the products they like for future reference, increasing the chance of making a sale.

This Week In Market Research: 2/16/15 – 2/20/15

Factories of The Future: The value of dark data

Seeking Social ROI? You might be missing the point, focusing on enabling your business via social media

Make Innovate Your Default Setting: 3 Tips on nonstop innovation

Banks Are Finally Embracing New Ways To Ward Off Hackers: Employing biometrics and other security

In a World of Constantly Deleted Apps, Using Cash to Keep People Coming Back: 80% of app users deleted them after two uses

Big Data in Retail: Winning with predictive analytics

Twitter Goes Global To Attract Developers: The world tour to woo companies and bloggers to build new products

The CIO Can’t Afford Ignorance of Big Data Tech: The mistake of not knowing big data

Marketing Trends: Storytelling, people are tired of being ‘sold to’

Bridging The Screen Gap: Strategies to help brands reach consumers on multiple screens

About the Author:
Ryan Polachi is a contributing
writer concentrating his focus on Marketing, Finance and Innovation. He can be
reached at

The Media Insights & Engagement Conference 2015 Executive Summary is Here

This year, The Media Insights & Engagement Conference brought together leaders from the best of the media industry including: ESPN, NBCUniversal, Disney, ABC, Viacom, CBS, Scripps Networks, Turner Broadcasting, Revolt TV, Comcast, Netflix, AMC, Discovery Communications and more. They collectively explored the changing media experience to create better engagement strategies informed by actual viewing behaviors. This event proved to truly be the place to explore the new world of multi-platform, hyper-viewing in the post-disrupted media landscape, advance new insights and create future partnerships.
The feedback from this year’s event was overwhelmingly positive. Check out what people had to say about it:
‘An awesome conference that provides a once-a-year enclave for researchers looking to share ideas, keep current with trends and learn more than they expected.’ -Theresa Pepe, VP, Ad Sales Research, Nickelodeon Group, Viacom Media Networks
‘The Media Insights & Engagement Conference is one of the most efficient ways to keep on top of (or even ahead of) the rapid and unprecedented changes in the media environment.’ -Jess D. Aguirre, SVP Research & Media Planning, Crown Media Family Networks
‘The Media Insights & Engagement Conference has become the ‘must attend’ event to hear candid and uncensored insights from the top echelon of today’s TV research thought leaders.’ -Robert Miner, President, Miner & Co. Studio
‘The Media Insights & Engagement Conference hit the rare trifecta of an event, topical program agenda, insightful speakers and an engaged audience.’ -Tom Ziangas, SVP, Research & Insights, AMC Networks
From iconic speakers, to brilliant presentations, to collaborative workshops, and unforgettable experiences, download the executive summary of highlights and takeaways from The Media Insights & Engagement Conference 2015:
Overall, this year’s conference was a success. Technology is constantly changing, and The Media Insights & Engagement Conference helped the attending researchers to stay ahead of the curve to be successful in reaching their audiences.
Jim Bono, VP Research, Crown Media Family Networks, wrote: 
‘Our morning keynote speakers were all entertaining, engaging, and a great way to start off each day. Dr. Jeffery Cole, Nir Eyal, Casper Berry and B. Bonin Bough each captivated the room, and in their own humorous way had us laugh, as well as think, as they each shared great insights about media, brands and viewers. Our co-chairs, Tom Ziangas and Jess Aguirre, along with our event producer Rachel McDonald put together a fantastic program, and I am looking forward to next year’s conference in Fort Lauderdale.’
Download the executive summary here:

For more on The Media Insights & Engagement Conference and the latest in media insights, visit our social media channels at any time on LinkedIn, Facebook, Twitter, YouTubeand Blog for more.

Telstra Leads the Way in the Future of Consumer Insights

More companies today are looking towards the improvement of
their customer insights; giving a personalized feel for the customer can
increase loyalty and thus increase sales. Researching ways which best suit the
customer is deemed very important in today’s business world.
Telstra recently unveiled their new multi-million Customer
Insight Centre (CIC) which is a huge upgrade from their last center. The CIC
has many new age features such as a 300-person auditorium which has a 4K screen
and surround-sound system, hands-on tech demonstrations of wearable devices and
3D printers and much more including a robot called Jed that can guess a
person’s age (I guess in case the person had forgotten how old they were). However
the technology for Jed shows the move Telstra have made towards robotics and
machine learning technology as a big part of their future.
The center is predicted to greatly increase the number of
customer meetings that Telstra have a year. The number was an impressive 9,700
last year and thanks to the new focus on customer needs Telstra are expecting
to welcome a larger number of business customers ranging from small to large
businesses. A range of initiatives and changes have been put in place across
the organization that has made them more customer focused.
Before the customer will visit the CIC, Telstra staff will
have already carried out a two week ‘discovery’ in order to find out the
customer’s needs. This way the meeting and tour of the center can be personalized
to suit the requirements and preferences of the customer. Andy Bateman the
Director of Segment Marketing for Telstra, describes the CIC as beyond just a
show and tell experience but ‘an understanding of insights in their industry, insights
from outside of their industry, insights about their customers, and insights
about what their business challenges and opportunities might be through the
lens of telecommunications and technology.’
The idea of the center is to shift customers’ expectations
of what is possible in their field of business. The customer experience as a
journey is paramount to giving them a unique relationship with Telstra. They
bring together leading-edge technologies such as the ‘Insight Ring’ which is an
introverted 360?? video ring which surrounds the visitor with the digital
insights that Telstra have gotten from their pre-researched knowledge of the
markets, customer and industries.
The CIC launched by Telstra is a look into the future of customer
insights; however many companies do not have the resources or funds to invest
in such a venture. Nevertheless, the fundamental elements needed for creating
an improved customer experience is clear to see. By doing the research and
making an experience that is unique for a customer is the key to building
sustainable long term growth and a competitive advantage for the customer.

About the Author:
Harry Kempe, a marketing intern at IIR USA, who works on various aspects of the
industry including social media, marketing analysis and media. He is a recent
graduate of Newcastle University who previously worked for EMAP Ltd. and WGSN as
a marketing assistant on events such as the World Architecture Festival, World
Retail Congress and Global Fashion Awards. He can be reached at

Create Your CX Story at The Total CX Leaders Conference

Immerse yourself fully in a world of best in class, seamless customer experience programs at the Total CX Leaders Conference.  Elevate your understanding from insight to implementation through interactive keynote discussions, collaborative sessions and insightful case studies.
Total CX Leaders Conference
June 3-4, 2015
Trump National Doral
Miami, Florida
Acquire the tools you need to accelerate your Customer Experience practice and get hands-on instruction in creating journey maps and service blueprints in TCXL’s groundbreaking interactive workshop series.      
??         Journey Mapping & Service Blueprinting
Kerry Bodine, CX Expert and Co-author, Outside In
A dynamic, interactive session to help you accelerate your practice. We will share customer experience as a framework and best practices. Focused on actionable takeaways – driven by your questions and needs – this workshop is a combination of presentation, facilitated ideation and small group work sessions. The challenges of CEM – big data, change management, organizational alignment – will be included as topics for discovery and sharing
??         Customer Experience Hat Trick
Diane Magers, Office of the Customer Mobility and Business Solutions, AT&T
Every person in an organization impacts the customer experience in some way, and all employees must be aligned in order to produce customer interactions that are useful, easy, and enjoyable. This requires tools that help both frontline and behind-the-scenes staff understand the end-to-end customer experience from the customer perspective – and the role they personally play in delivering it. In this workshop, participants will get hands-on experience creating journey maps and service blueprints. We’ll discuss what these tools are, how they can be used to drive experience improvements and organizational change, and how participants can leverage them within their own companies.
Download the brochure for full conference details:

Unite with other change-makers responsible for creating a strategic customer experience program this June 3-4 in Miami, FL.

Mention code TCXCL15BL & Save$100 off the current rate. Register today:

Visit the Customers 1st Blog for customer experience feature stories, industry news, interviews, and event updates:
The Total CX Leaders Team

The Most Creative Super Bowl Ads of 2015

The 2015 Super Bowl saw last gasp defending, dancing palm trees and a 4th Super Bowl win for New England Patriots quarterback Tom Brady. However, off the field there was a lot of hype over the commercial breaks and which ad would get the best reaction. Despite there being a general consensus that the majority of the adverts didn’t live up to the excitement I picked out my favorites that I thought were a success:
Budweiser ‘Lost Puppy’ ‘ After the massive success of the 2014 commercial, the beer company went for the cute puppy as the main focus of the ad again. This year shows the story of how a puppy finds its way home after accidentally getting lost. The commercial plays on the watchers emotions by evoking sadness, fear and in the end a sense of relief and happiness culminating in the ‘#BestBuds’ slogan. At the end of the day you can’t beat a happy ending, when there is a cute puppy involved! Watch the full commercial here.
Doritos ‘Middle Seat’ – The tortilla chip company once again offered $1 million to the best ad created by the public. The one that stood out for me was of a man on an airplane trying to keep the seat next to him free. He cuts his toenails, plays the recorder and does other silly things, before seeing a pretty blonde who he’d be happy to sit next to, so produces a bag of Doritos to tempt her. The twist and sucker punch for the protagonist is that the lady has a baby so all his work is ruined anyway. The ad is a very easy watch and produces a lot of laughs. Watch the full commercial here.
Toyota ‘How Great I Am’ ‘ This advert ranges from powerful, to elegance, to passionate and sexy. It features Amy Purdy the Paralympic bronze medalist in snowboarding and recent Dancing with the Stars phenomenon with Muhammad Ali’s ‘How Great I Am’ speech playing over the top. It shows Purdy going through the struggles and hard work in training and has features of the new Toyota throughout. It is a very powerful advert that really stuck in my mind. Watch the full commercial here.
Fiat ‘ The carmaker show off their new product that is a crossover and larger version of their 500 version. The ad depicts an unfortunate, but amusing older Italian man who loses a little blue pill that eventually falls into a Fiat 500 which causes it to bulk up and get a lot bigger. Despite maybe causing some awkward conversations for parents, the commercial combines the amusement of an unlucky old Italian man with slightly crude, but effective hilarity of bulking an already successful car to create a great ad. Watch the full commercial here.
Other notable ads included the Snickers advert featuring the Golden Girls and Kia’s entry involving ex 007 Piers Brosnan. The most memorable commercials were the ones that really draw the watcher in and evoke a sense of emotion, whether it makes them laugh, cry or feel inspired. The most successful for me was once again the Budweiser commercial, it was a real good feeling ad which threatened to break the resolve of my English stiff upper lip nature!

About the Author: Harry Kempe, a marketing intern at IIR USA, who works on various aspects of the industry including social media, marketing analysis and media. He is a recent graduate of Newcastle University who previously worked for EMAP Ltd. and WGSN as a marketing assistant on events such as the World Architecture Festival, World Retail Congress and Global Fashion Awards. He can be reached at

InsightTech’s Full Brochure Released

Updated Program Details Now Available!  Download
the Brochure:
Market researchers are in a transitional point in their
careers. They are being challenged with new and advanced technologies, as well
as, major business process changes including, lean product development, remote
collaboration and accelerated cycles.

Traditional Research is not enough. How do you evolve as a researcher? What
technologies and methodologies do you need to stay updated on?  What will
market research look like in the near future? 
Plus, $400 Early
Registration Savings extended to today, Tuesday 2/10:
At InsighTech 2015 Noted Futurist and Market Research
Executive, Robert Moran will take you on a tour of the industry’s
past and alternative futures.  Discover which social, economic and
technological factors are shaping the futures of market research and what that
will mean to you and your career.  
Joining Robert on
Why Surveys are Necessary but Not Sufficient:
Blending Old and New Methods for Understanding Digital Consumers
Stacey Symonds, Senior Director of Consumer Insights, Orbitz Worldwide
Evolving Organizational Intelligence Structure:
Where does Market Research Fit?
Dr. William MacElroy, Chairman, Socratic Technologies, Inc.
Innovations in Survey Research
Samrat Saran, Sr. Manager, Consumer Insights, PepsiCo
Combining Data from Mobile Behavior, Survey
Responses, and Online Discussions To Uncover Why Some Apps Keep Users Engaged
More Than Others
Nicole Dvorak, Data Scientist, Forrester Research
Download our just
released conference brochure:

We know the old techniques aren’t working… Do you have the insight and tools
needed to deal with this new future? Join us at InsighTech.

Register by today, Tuesday, 2/10 and
save $400:

The InsighTech Team

Mobile Marketing is Vital for Customer Experience Success

The emergence of cross-channel and omni-channel strategies have been a vital tool for many retailers to engage with consumers across different platforms. Some companies have embraced these strategies and created a retail experience that gives their customers the same experience whether it be on a smartphone, laptop or in person. However a recent study carried out by Altimeter Group has found that a lot of companies are still not utilizing mobile strategies as a customer experience in itself but merely as part of the retail journey.  
The research found that the companies with poor mobile marketing strategies have low budget and poor staff allocation for their mobile initiatives. Mobile is treated as a ‘bolt on’ to their already existing digital initiatives. Consumers are learning quickly to function in an increasingly mobile world, with one-third of shoppers using mobile exclusively, and over half seeing mobile the most important tool in the purchase decision process. 90 percent of consumers still move between different purchase platforms in order to accomplish a goal, with an average of three screen combinations each day. Having to move from mobile to laptop to make a purchase may lose customers to other retailers who allow purchases and a great customer experience via mobile.
A survey by Tecmark in October of 2014 found that in the UK (where 53.7 percent of the population use a smartphone) the average user carries out 221 functions every day on their smartphone, compared to 140 on desktop or laptop computers. Statista estimates that by 2018 there will be 220 million smartphone users in the USA alone. Figures like that are a huge indicator of the necessary shift towards better marketing approaches for mobile.
One example of a company with an excellent mobile strategy that is easy to use and seamless across devices is Amazon. The mobile app has the range of items available on its mobile platform as it does on tablet or laptop computers. It is incredibly easy to use and if a customer wishes to start a shop on their phone and then want to access their basket on another device the basket contents can still be accessed. The seamless transition across all devices makes the customers experience incredibly easy.
Altimeter Group reached out to 20 leading mobile strategists and executives from companies such as Zappos and Mastercard in order to find out what they believed were the best plans for implementing a strong mobile initiative. They found that the secret to mobile success lies in developing the digital and mobile strategies individually whilst also bringing them together in order to deliver an integrated customer experience.   
Companies need to truly understand the needs of the customer’s digital experience and the role that mobile can play then they can proceed in designing their mobile platform. Mobile strategies should not just be a bolt on to the rest of the digital strategy but a customer experience in itself. By first understanding the customer they can then create better experiences for them and better turnover for themselves.

About the Author: Harry Kempe, a marketing intern at IIR USA, who works on various aspects of the industry including social media, marketing analysis and media. He is a recent graduate of Newcastle University who previously worked for EMAP Ltd. and WGSN as a marketing assistant on events such as the World Architecture Festival, World Retail Congress and Global Fashion Awards. He can be reached at