customer satisfaction research
The CX Metric That’s Lying to You (And the Data That Proves It)
Learn how CSAT, NPS, and Customer Effort Score work together to reveal customer satisfaction, loyalty, and churn risk.
Kenneth Peterson
President, Customer Experience at QuestionPro
The Customer Segmentation Graveyard: Why Great Analysis Dies in PowerPoint
6 min read
Make segmentation actionable. A five-step approach helps teams activate segments across CRM, marketing, and sales decisions.
Apoorva Dudani
Senior Market Research Analyst at Keypoint Intelligence
Understanding Multivariate Analysis: A Practical Example
8 min read
Discover how multivariate analysis (MVA) helps businesses identify patterns, optimize marketing, product development, and customer engagement strategi...
Karen Lopez
Content Writer at Marketing Digest
Using Competitive Analysis to Drive Business Growth
5 min read
Boost business growth with competitive analysis. Identify gaps, refine strategies, and enhance customer satisfaction to foster innovation and gain an ...
Michael Chukwube
Digital Marketer & Content Writer at StartUp Growth Guide
How Does Mystery Shopping Work?
9 min read
Enhance your business with mystery shopping. Gain valuable insights on service quality and customer experience to boost satisfaction and loyalty effec...
Ashley Shedlock
Content Producer at Greenbook
Tomorrow’s Business Today With an Intelligent Data Strategy
2 min read
Prioritize data ownership and platform selection for informed decisions. Stay competitive with a robust data strategy for AI integration and tangible ...
Torbjörn Andersson
Global Senior Vice President & GM - Delivery & Market Research at Forsta
Karen Lynch
Chief Programming Officer at Greenbook
First Impressions in CX are Almost EVERYTHING!
4 min read
Explore the correlation between the beginning of the customer experience journey and overall satisfaction. Find out how to prevent negative impacts on...
Ken Roberts
Chief Innovation Officer at Forethought
From Noise to Insight: A Comprehensive Guide to Social Media Listening
6 min read
Discover the power of social media listening to gain insights into customer needs, trends, purchase intentions, and challenges for your business.
Abhishek Bhatia
Associate Director, Primary Research at Acuity Knowledge Partners
Karen Lynch
Chief Programming Officer at Greenbook
Who is Kidding Who? Are You Really Customer-Centric?
3 min read
Discover how to empower agencies and insights clients with effective communication and marketing strategies for market research success.
Lucy Davison
Founder & CEO at Keen as Mustard Marketing
5 Ways Translation Enhances Customer Experience and Drives Repeat Sales
5 min read
Explore the benefits of translation for your business. Learn how translation can improve customer experience and drive repeat sales.
Catherine Schwartz
Marketing & E-commerce Specialist
CX-Related Defection – Timing is Everything
5 min read
Diagnosing and solving the question of customer defection.
Ken Roberts
Chief Innovation Officer at Forethought
CX Leaders – Your Expectations Are Too High!
3 min read
Is customer-centricity being taken to an extreme?
Ken Roberts
Chief Innovation Officer at Forethought
Does Postal Still Have a Role To Play In Market Research Data Collection?
2 min read
Postal has a place when conducting market research data collection.
Martin Cawley
Associate Director at Sample Answers Ltd
Want Better CX? Don’t Give Customers Your Best
3 min read
Why you really don’t want every customer to be completely satisfied.
Kenneth Peterson
President, Customer Experience at QuestionPro
Satisfaction and Recommendation: Should 2 KPIs Be Merged Into 1?
5 min read
Satisfaction and recommendation – should 2 KPIs be merged into 1?
Philip Derham
Director at Derham Insights Research
When Effort is Meaningful
8 min read
Customer effort is an important indicator of CX but emotion is often left out.
Jennifer Passini
Senior Strategic CX Consultant at InMoment
Being Selectively Customer Centric – Rationing Centricity
4 min read
Why no organization should pursue being entirely ‘customer centric’.
Ken Roberts
Chief Innovation Officer at Forethought
The Five Clear Steps to Successful Product Testing Right Now
8 min read
Product testing during COVID is possible with these must-know steps.
Rebecca West
Playing the Brand Management Game, Defensively AND Offensively!
4 min read
Are you being defensive about your brand management strategy?
Jeff McDonald
CEO of the Americas at Delineate
Voice of the Customer Programs: What They Are and How to Make Them Work for You
7 min read
All the information you need to get an effective VOC program started
Molly Purcell
Digital Marketing Specialist at Greenbook
Conducting Research in Times of Crisis
6 min read
Conducting research amidst the COVID-19 pandemic.
Olivier Tilleuil
CEO and Founder at EyeSee
3 Successful Ways How to Use AI For Your Company
5 min read
AI can be used by brands to help improve relationships with consumers in many ways, including understanding their needs better, and aiding in retentio...
Becky Holton
Jiffy Lube: Identifying Key Revenue Drivers in Customer Comment Data
3 min read
In-depth consumer understanding through text analytics.
Tom H.C.
PIG Is a Great Name for This Strategy
4 min read
Is the PIG (Pain Is Good) strategy really a smart strategy to follow for customer experience and improving satisfaction?
Steve Needel,
Shocking Incompetence by a Major Brand
4 min read
How can we have confidence in the future of our industry when a major research vendor has so little basic research competence?
Ron Sellers
Co-Mingling Survey Data with Marketing Data Provides the Context Management is Seeking
7 min read
Dapresy North America’s President, Rudy Nadilo, explains how to get everyone in your company on the same page by co-mingling your data.
Rudy Nadilo
Smarter Data: Challenges And Opportunities
9 min read
The death of the newspaper is eerily similar to the impending fundamental changes to the legacy of the Marketing Research Industry (MRI). Customers wi...
Eric Meerkamper
President at The RIWI Corporation
From Sentiment Analysis to Enterprise Applications
9 min read
If your perception of sentiment analysis was shaped by Twitter-sentiment toys, it’s time for a relook.
Seth Grimes
Moments of Truth Cartoon: When ‘Life Insurance’ is Not “Trending”
3 min read
A light take on seeking consumer intelligence from social media monitoring.
Alan Zorfas
Co Founder & Chief Intelligence Officer at Motista
EFM Past & Future, Innovation & Star Trek: An Interview With Jeffrey Henning
10 min read
Wrapping up my “newsmaker” interview series is a discussion with Jeffrey Henning, CMO of Affinnova. Jeffrey made news a while back when he left Vovici...
Leonard Murphy
Chief Advisor for Insights and Development at Greenbook