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Customer Insights

When Good Enough is Good Enough: Seeking Balance in Product & Pricing Research

The difference between good market research and great market research can be significant.

But sometimes the incremental time, cost and sweat of that extra effort simply doesn’t make sense. Sometimes, “good” is just perfect.

I was reminded of this last week at the Launch Camp conference in Cambridge. The event, for entrepreneurs seeking social media wisdom, had some interesting speakers, though the one from whom I learned the most was Dharmesh Shah, Chief Technology Officer and Founder of HubSpot (on Twitter as @Darmesh).

February 11, 2010 1 Comment

Stale Research Alert: When Price Is The Only Difference

These days, there are innovators out there. Agencies using cooler tools, applying newer sample quality processes, and even offering new deliverables. Their methods may push you out of your comfort zone. Their proposals may be harder to read because they won’t be full of the same boilerplate you’ve been seeing for years.

February 1, 2010 No Comments
Customer Satisfaction & Loyalty

NPS is not the De facto Metric for Telecomm Customer Satisfaction

The original article recommends NPS (Net Promoter Score) as the optimal standard for customer satisfaction with telecommunications providers. Ummm, no. So since I didn’t get to share on the TMCnet site, let me share some information here for those of you interested in measuring customer satisfaction in the telecommunications space. “There are many scenarios in which customers may be satisfied with certain service levels or offerings yet refrain from recommending or referring the larger offering to their friends.” Yes, this is very true…

January 25, 2010 10 Comments
Best Practices

Draw Them A Map: Preparing Market Research Newbies For Quant

If you need to set expectations with colleagues about the quantitative market research process, here you go (see bottom of post): the key steps layed out in a simple flowchart.

I have used this diagram to walk market research newbies through the process many times, and it always gets rave reviews. While the chart is pretty self-explanatory, a few items are worth pointing out…

January 23, 2010 5 Comments

Low Response Rates? The Answer Lurks in The Shadows

As researchers, we talk a lot about matching the methodology to the first objective. But given low response rates and the preciousness of qualified respondents, we need to focus a lot more on matching the methodology to the audience.

January 13, 2010 3 Comments

Do You Trust Your Market Research Agency?

There are hundreds of market research agencies and hundreds of market research consultants. Changing agencies can be painful, but you deserve an agency that you can trust with your valuable market research investments.

January 11, 2010 No Comments