Tag Archives: Consulting

Tennessee’s Most Buzzed About Research Event is Next Week

Next week, over 1,200 people within the research and insights community will unite right in your backyard to hear Malcolm Gladwell, Author, David & Goliath – Dan Pink, Author, To Sell is Human – Jane McGonigal, Author, Reality is Broken – Joan Lewis, Global Consumer & Market Knowledge Officer, Procter & Gamble, as well as 175+ industry experts. But it’s not too late – register today and gain access to The Market Research Event.

Take a look at the extensive list of companies who have already signed on to attend:

20/20 Research
20th Century Fox
3M
7th Sense Research
A & E Television Networks
AAA  Northern California
AARP
Absolute Value LLC
Accelerant Research
Activision
AcuPoll Precision Research Inc
Added Value
ADP Inc
Affectiva
Affinnova
AIMIA  Aeroplan
Ainsworth Pet Nutrition
AIP Corporation
Alcoa Inc
Alcon Labs
Ally
Almaden Design Research
Altria Group
AMC Networks Inc
American Cancer Society
American Family Insurance
American Heart Association
American Honda Motor
Ameritest
Amgen Inc
Amway Corporation
Analytics Quotient
Annik Technology Services
Applied Marketing Science
April Bell Research Group
Arbitron Inc / Scarborough Research
ASBTDC
Ascribe
AT&T Mobility
AT&T Wireless
ATK Federal Cartridge Company
Aviador Group Inc.
Avnet Inc
Bacardi USA
Bank of America
Bank of Montreal
Beam
Bellomy Research
Belmont University
Best Buy
Blackbaud
Bloomberg
Blue Print Research Group
Blueberry
Blueocean Market Intelligence
Bord Bia
Borders Inc
Bose Corporation
Bovitz Inc
BP
BP Fuels Value Chain Marketing
BrainJuicer Group
Brand Asset Valuator
Brand Integrated Consulting
Brandtrust
Briggs & Stratton Corporation
Brown Forman
Brown Forman Beverages
Burke Inc
Bush Brothers & Company
BuzzBack LLC
BuzzBack Market Research
C + R Research
C&C Market Research
C+R Research
Campbell Soup Company
Campbell-Ewald
Canadian Tire Corporation
Canon USA Inc
Capital One Financial
CareerBuilder.com
Cars.com
Cathaya Tech
CBS Interactive
CCF Brands
CCN Compania Cervecera de Nicarag
Centene Corporation
Center for Strategy Research
Centrac DC Marketing Research
CFI Group
Chadwick Martin Bailey
Charles Schwab Corp
Chattem Inc
Chick fil A
Chubb
Cint USA
Cisco System
Citi
Citrix
CivicScience
Clear Seas Research
Clear Voice Research
Cleveland Clinic
Clorox
CMI
Coca Cola
Colgate Palmolive Company
Columbia Sportswear
Communicus One
Communispace
comScore
Confirmit
Connexion Research
Consensus Point
Constant Contact
Constellation Brands Inc
Consumer Electronics Association
Consumer Insights
Converse Inc
Copernicus Marketing Consulting
Corbion
Corporate Executive Board
Corporate Insight
Cotton Incorporated
Cranbrook Search Consultants
Crimson Hexagon
Critical Mix
CrowdANALYTIX Inc
Crown Imports
Cuna Mutual
Curiosity Advertising
CVS Caremark
Dapresy
Darden
Datamatics
Dave Ramsey Show
Davis Research
Daymon Interactions
Daymon Worldwide
DB5
Decipher
Decision Analyst Inc
Deep Alliance Marketing
Del Taco
Deloitte Center for the Edge
Deloitte Recap
Diageo North America Inc
DIG Insights
Digital Marketing & Measurement
Dine & Associates
Directions Research Inc
DIRECTV
Discovery Research/Focalytic
Discuss.IO
DISH Network
DMI
Dominos
Doyle Research
Dunkin Brands Inc
E-Tabs
E & J Gallo Winery
Eastman
eBay
Edward Jones Trust Co
Efficience 3
Egg Strategy
Elanco Animal Health
Electrolux
Elizabeth Schmidt LC
EMI Online Research Solutions
EMPLOYERS
EmPower Research
Equifax
Erickson Living Management
Ernst Young Poland
ESPN
Estudio Silvia Roca
Euromonitor International
Experience Renewal Solutions Inc
Facebook
Farm Credit Mid-America
FashionPlaytes
Federated Sample
FedEx
Fico
Fidelity Investments
Fieldwork Atlanta Inc
Fieldwork Denver
Fifth Element Associates Inc
Fifth Third Bank
Financial Times
Fiskars
Florida’s Natural Growers
Focus Coast to Coast
FocusVision Worldwide
Forbes Consulting Group
Ford Credit
Ford Motor Company
Fordham University
Foremost Insurance
Fresh Intelligence
Frito Lay Fruit of the Loom
Fuld & Company
Gadd Research Inc.
Gap Inc
Gazelle Global Research Services
GE Capital
General Mills
General Motors
Genpact
Georgia Pacific
GfK
Gfk MRI
Givaudan
GlaxoSmithKline
Global Market Research Group
GMI
GMO Research, Inc.
GOJO Industries
Gongos Research
Google
Greenbook
Grendene SA
Gruppo Campari
Hall & Partners
Hallmark Cards
Hamilton Beach Brands
Happy Thinking People GmbH
Harris Interactive
Hasbro Inc
HawkPartners
HBO Latin America
Healthways Inc
Heineken International BV
Heineken USA
Hershey Company
Hilton Worldwide
Horace Mann Companies
Hotspex Inc
Hub Media Research
Hylands
Hyundai Motor America
Ideas To Go
IFC & Sundance Channels
iModerate
Impact Consumer Research
In Vivo BVA Group
In4mation Insights
Incite
InContext Solutions
Information Alliance
InfoScout
Infosurv Inc
Ingredion Inc
Innerscope Research
InsideHeads LLC
Insight Express
Insightography
Intengo
Interbrand Design Forum
Intuit
Invivo BVA Group
Invoke
IO Data Corporation
Ipsos
Ipsos Loyalty
Ipsos SMX
Ipsos Understanding Ltd
iTracks
Janssen
Jawbone
JBJS Inc
Jeppesen
JLA Strategic Research
JLG Industries Inc
JM Smucker Company
John Deere Company
Johnson & Johnson
JP Morgan Chase
JTI Macdonald Corp
JWT
K12 Inc
Kadence International
Kantar Worldpanel
Kao Brands
Kellogg Company
Kelton Research
KeyStat Marketing Inc
Kimberly Clark
KL Communications
Kohler Company
KREA
KRQE Media Group
L & E Research
Labbrand
LAND O’LAKES
Lands’ End
Latitude Research
Lextant
Liberty Mutual Insurance Co
Libran Research & Consulting
Lieberman Research Worldwide
Lincoln Financial Group
Localspeak
Locately
Logitech
Lowe’s Companies
Lufthansa Cargo AG
Lumi Mobile
Luth Research LLC
Luxottica North America
M/A/R/C Research
Macromill
Management Science Associates Inc
MARC Research
Maritz Research
Market Decisions Corporation
Market Logic
Market Probe International
Market Strategies International
MarketCast
Marketing Systems Group
Marketing Workshop
Marketlab Inc
MarketTools
MarketVision Research
Marriott International
Mars Chocolate
Mars Petcare US
MassMutual Financial Group
MAXimum Research Inc
McDonalds Corporation
Mckee Foods Corporation
McKinzie
McNeil Consumer Healthcare
MD Anderson Cancer Center
Mead Johnson Nutrition
MeadWestvaco Corp
Medical Group Management Association
Medical Mutual of Ohio
Megaputer
Merck
Meredith Corporation
Merge Mobile Inc
Meritus Analytics
MetLife Insurance
Metsa Board
Mfour Mobile Research
Michigan State University
Microsoft
MicroStrategy
Millward Brown
Milwaukee Journal Sentinel Inc
MindShare
MindSwarms
Miner & Co Studio
Mit Media Lab
MMR Research Worldwide
Mobile Marketing Research Assoc
ModCloth
MOREnet
Morpace Inc
Motivequest LLC
Motorola Inc
Moving Interactive
MRBI
MSI International East Inc
MSW.ARS Research
MTV Networks
Murphy Research
myCLEARopinion Panel
MyPoints
National Geographic Society
National Rural Electric Cooperative
NBC Sports
NBC Universal
NBTY Inc
Nestle USA
Netpop Research
NetQuest Mexicana SA DE CV
Neuro Insight US Inc
Neurospire
NFIB
Nickelodeon
Nielsen
Nike
Nissan North America
Novo Nordisk Inc
Now What
Nutro Company
O2 Integrated (a Gongos Enterprise)
OConnor Market Research
OfficeReports
Oklahoma Department of Commerce
Olivetree Research
ONE Analytics & Consulting
Online Convergence Corporation
Online Market Intelligence
Opinion Access Corporation
Optimal Strategix
Optimedia
ORC International Oriental Trading Company
ORNL Federal Credit Union
Panera Bread Co
Paradigm Sample
Parker Consulting Inc
Participant TV
Passenger
Penn Schoen Berland
Penton
Pep Boys
PepsiCo
Pernod Ricard USA
Pershing LLC
Persuadable Research Corporation
Pert Group
PetSmart
Pfizer Consumer Healthcare
Phoenix Marketing International
Pinpoint Research
Planetarium
Post Foods Canada Corporation
Precision Opinion
Prince Market Research & Catalyst H
Proctor & Gamble
Productive Access Inc
Prophet
Protobrand
Publix Super Markets Inc
Purchased
PureMoxie
Q & A Research Incorporated
Q:Quest Inc
QualQuant Signals
Qualtrics
QuestBack
Quester
Quirk’s Marketing Research Media
Radius Global Market Research
Ranker
RealityCheck Consulting Network
Red Bull
Reebok
Remington Outdoor Co
Research & Marketing Strategies
Research Narrative Inc
Research Now
Research Panel Asia Inc
Research Results Inc
Revelation Inc
Roche
Roll Global
Rosetta Stone
Rousch Fenway Racing
RTI International
Russell Research
Sachs Insights
Safeway
Sage Publications Inc
Sample Solutions
Sam’s Club
Samsung
Saputo Dairy Foods USA LLC
Sargento Foods Inc
SC Johnson
Schlesinger Associates
Schmidt Consulting Services
Scholle Packaging
Schoolcraft College
Schreiber Foods Inc
Schwartz Consulting Partners
Scotia Bank
Seagate Technology
SEEK Company
Segmedica
Sentient Decision Science
Shikatani Lacroix
Shoutpoint
Singtel Mobile Pte Ltd
SKIM
Smarty Pants
Soapbox Sample
Socratic Technologies
Sonoco Products Company
Sprout Online
SSI
Stericycle ExpertSOLUTIONS
Sticky
Strategic Research Partners
StubHub
Studiocode
Sullivan Research
Sundance Channel
SunTrust Bank Inc
SuperValu Inc
Survey Sampling International
SurveyGizmo
SurveyWriter Inc
Swedish Match
Symphonyiri Group Inc
Symrise Inc
Takeda Pharmaceuticals USA Inc
Target
Target Corporation
Teach for America
Team One
Telemundo Inc
Tennant
Tervis Tumbler
Teva Pharmaceuticals
TGaS Advisors
The Buntin Group
The Center for Creative Emergence
The Connell Group
The Family Room/Just Kid Inc
The Garage Group
The Hartford
The Hershey Company
The Home Depot
The J M Smucker Co
The Johns Hopkins Health System
The Leigh Bureau
The Millennial Train Project
The Modellers
The Nielsen Company
The NPD Group Inc
The Olinger Group
The Pert Group
The Return on Innovation Project
The Shullman Research Center
The Stashbox
The Stevenson Company
The Walt Disney Company
Thoroughbred Research Group
Time Warner Retail
TiVo Inc
TNS
Tobii Technology
Toluna
Topco Associates
Toyota Motor Sales
TracFone Wireless Inc
Travelers Insurance
Tribune Corp
TrueSample
TTI NA Incorporated
Tuned In Research
Turner Research Network
UBS
UBS Financial
Ugam Solutions
UL Workplace and Health
United Way Worldwide
Univalor
Universal Music Group
Universal Orlando
Universal Survey Center
Univision Communications
Unum
US Cellular
uSamp
USC Annenberg School for Comm
Valvoline
Vanderbilt University Medical Center
VeraQuest Research
VF Corporation
Vision Critical
Vision Insights Group Inc
VisionsLive Limited
Vital Findings
VoiceBase
Voxco
W5
Waggener Edstrom
Waggle Dance
Walgreens
Warc
Warner Bros. Home Entertainment
Washington Speakers Bureau
watchLAB
Weather Channel
Weiner Edrich Brown inc
WellPoint
Wendy’s International Inc
What They Think Research
Whirlpool Corporation
Wilson Jill Associates, Inc.
Winning Research
Wizards of the Coast
Wolverine World Wide
Wood Care Products of Sherwin Williams
World Omni Financial Corp
Worldviz
Wrigley
Yahoo!
Yahoo! Canada
Yandex
Yankee Candle
YouGov
YPulse
Zipcar & GoLoco
ZS Associates

Join us. TMRE 2013. The event and year NOT to miss. All that’s missing is you.

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

Trends in Customer Experience Management

Customer Experience Management (CEM) is all about bringing the customer into the center of the organization. A big challenge operators will have is to break down the silos inside the organization. How you integrate different departments into the single view of the customer is very important.

Check out this insightful video featuring Julio Puschel, Principal Analyst, Head of Operator Strategy, Informa Telecoms & Media. 

8 Simple Rules for Great Customer Service

Today, good customer service is the heart of any business in virtually any industry. Businesses can offer promotions to bring in as many new customers in as they want, but unless they can get those customers to come back, they won’t remain profitable for long. Good customer service is about bringing customers back and sending them away happy enough to pass positive feedback along to others.
If you’re a good salesperson, you can sell anything to anyone once, but your customer service approach determines whether you’ll be able to sell that person anything else. The essence of good customer service is forming a relationship with customers. So, how exactly do you go about forming such a relationship? Here are eight tips for having good customer service in your business.
Answer the phone
Make sure that someone is picking up the phone when someone calls your business.
Don’t make promises you can’t keep
Reliability is one of the keys to any good relationship, and good customer service is no exception.
Listen to your customers
Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
Deal with complaints
If you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service.
Be helpful
If you go out of your way to help your customers, they will be loyal in return.
Train your staff to be knowledgeable
Give every member of your staff enough information to make those small customer-pleasing decisions.
Take the extra step
Whatever the extra step may be, if you want to provide good customer service, take it.
Throw in something extra
Whether it’s a coupon for a future discount, additional information on how to use the product, people love to get more than they thought they were getting.
The irony of good customer service is that over time it will bring in more new customers than promotions ever did!

Customer Experience Experts Podcast: Jeff McKenna of Chadwick Martin Bailey

In anticipation of our 2013 event, I recently spoke to Jeff McKenna of Chadwick Martin Bailey about his involvement and experience with the Total Customer Experience Leaders Summit.

We discussed the what Jeff is looking forward to in the program, what case studies he will present and what is key to building a successful customer experience program.

Jeff McKenna of Chadwick Martin Bailey by IIRUSA

Join Jeff as he presents our Idea Gathering sessions at the 2013 Total Customer Experience Leaders Summit. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.

Visit our website to download the 2013 brochure, learn more about the event, or register.

Your Invitation to Attend the Total Customer Experience Leaders Summit

We’re proud to invite you to attend the Total Customer Experience Leaders Summit this month in Boston.

Taking best practices from the TMRE event you’ve come to love, and focusing on linking data driven behavior to business results, the Total Customer Experience Leaders Summit will unite a diverse group of customer-focused change makers to share best practices in using insights to drive customer strategy.

Featured sessions for researchers include:
 
‘ KEYNOTE: See, Touch, Buy: What’s the Emotional Story? The Sensory-Emotional Experience that Lifts the Customer Experience and Profit Margin
Dan Hill, Ph.D., President, Sensory Logic, Author, Emotionomics
‘ KEYNOTE: Discovering Customer Centric Insights to Radically Rethink Performance Metrics, Product Development and CRM for Business Value
Peter Fader, Renowned Behavioral Data Expert, Professor of Marketing, The Wharton School, University of Pennsylvania, Author, Customer Centricity: Focus on the Right Customers for Strategic Advantage
‘ KEYNOTE: Curating the Conversation: Transforming Raw Data into Insights to Drive Your Customer Experience Agenda Forward
Christopher Frank, Vice President, American Express, Co-Author, Drinking from the Fire Hose
Paul Magnone, Co-Author, Drinking from the Fire Hose
‘ Korean Retailer Insights: Emart’s Transformation into a World-Class Retailer
Andres Nicholls, Partner, Prophet
‘ Combining Survey & Operational Data to Increase Insights into Customers Across the Organization
Angi Krauskopf, Senior Manager, Global CS Insights, eBay
‘ Voice of the Customer Insights: Leveraging Consumer Panels for Real-Time Customer Feedback
Paula Harries, Director, Client & Member Research, CVS Caremark
Caron Merrill, Senior Manager, Customer Research, CVS Caremark
‘ The JetBlue App – Always on Insights: Designing a Mobile App that Brings Humanity and Fun Back into Flying
Jonathan Stephen, Head of Mobile, JetBlue Airways
 
 
Plus, see who’s already signed on to attend:
Allstate
American Family Insurance
Bellomy Research
Boston Symphony Orchestra
BP Fuels Value Chain Marketing 
Burke
Cafe Britt
Caterpillar Financial
CEC 
Chadwick Martin Bailey
Chalhoub Group 
City of Ottawa
Crested Butte Mountain Resort
Crystal Flash Energy
CUNA Mutual Group
CVS Caremark
eBay
Eli Lilly & Company
EMC
Enterprise Storage Division
Florida Blue
Forrester
GfK
Graduate Management Admission Council
Harris Interactive
Highmark
ICC/Decision Services
Hunter Douglas
Janet LeBlanc + Associates 
Janssen Biotech 
JetBlue Airways 
Johnsonville Sausage 
Le Capitale General Insurance 
Leadership Learning Systems
MAKO Surgical Corp.
Maritz Research
Medical Packaging Inc.
Meijer
Merck 
Okemo Mountain Resort
Pacific Ethnography Company
Prophet 
Questback Inc.
RBS Citizens Financial Group 
Schmid Consulting Services
Sensory Logic
Southwest Airlines
Specialty Healthcare Solutions
Station Casinos 
Telerik
TNS
Toyota Financial Services
Triple Peaks 
Tufts Health Plan
Two Men and a Truck 
Working Solutions 
ZS Associates
 
The Total Customer Experience Leaders Summit will give you the insights and skills necessary to make your customer programs a success. Find out how customer insights can drive your customer experience agenda forward.
We would like to extend a special discount for you to join us this year at the Total Customer Experience Leaders Summit. Save 15% off the standard rate (over $500 in savings!) when you register with code TCEL13BLOG
We hope to see you next month in Boston!

Idea Gathering: Customer Congruency

Not just hearing, but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.

Here on the blog, we’ll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.

This week our focus is on Customer Congruency.

Steph Hyken defines customer congruency in a Business Exchange article saying describing it as ‘When what we promise and what the customer receives are thought to be the same’. Does your business deliver what it promises to deliver? When you say you have a commitment to great customer service are you really delivering that?
Customer congruency is an important part of any business and particularly their customer experience. Calculate customer congruency by evaluating what you offer to the customer, or claim to offer, then compare that to the actual customer experience. The difference (or lack of) reflects your customer congruency, great businesses strive to keep this difference as minimal as possible.
Customer congruency can come as a shock to some companies because it often reveals how little companies actually know about their customers and their customer’s experiences. This was highlighted in a study by the Stravity Group who polled company executives on the customer experiences at their respective companies. The poll consisted of three key questions which got pretty shocking results:
   1.) Do you know the average annual value of a customer to your business?
12.9% yes.  87.1% no
2.) Do you know the cost of a customer complaint to your business?
9.7% yes  90.3% no
3.) Do you know the cost of acquiring a new customer?
8.6% yes 91.4% no
Are you able to answer these questions about your own business? If you don’t even understand the value or experiences which customers are having with your business then it is impossible to determine your customer congruency. Even beyond customer congruency, understanding the value of your customers to your business is important to determining how you will be treating them.
If you found yourself unable to answer some of these questions, and/or know that others in your business would be unable then start with an intnernal survey. Find out exactly how much your employees know about the customer incudling their experiences and value. Compare that to external sureys or focus groups with actual customers and see just where your business stacks up.
Jeffrey Marino is a contributing writer concentrating his focus on Business Administration, Management Information Systems, and Tech Innovations. He blogs atFordham Nights and can be reached at JMarino@iirusa.com.