Impressively, Gartner forecasts, Voice of the customer campaigns will see large investments by business over the next five years, with a 30% annual growth in the VOC market. It’s one thing to collect the data, but a strong VOC strategy will make sure the feedback is scrutinized, it is shared and leveraged throughout the company. As businesses strive to improve either their products or services, what better way to enable this by acting on customer feedback.
Read the source article at MyCustomer.com
Brace yourself, 2015 planning has commenced and long with it top prediction lists and trend reports for the new market research year are upon us. Areas to look out for: strong relations between CMO & CTO, Insights team is influential with good communications skills, development of surveys will be mobile-first and short.
Read the source article at American Marketing Association
Mobile research is not a new approach, but it is unique with its own capabilities and conditions. Market researchers can no longer neglect mobile as their numbers in use have over taken computers. Embrace the medium to do new things in new places and to reach previously difficult groups. You will be surprised with the honest and precise results of your survey.
Read the source article at Research Access
With the trials and tribulations of public opinion polling, one has to try and grasp all aspects of human behavior, and yet acknowledge all issues that might impact the accuracy of their data. Pollsters might not always be right, but at least they can admit it.
Read the source article at Research
Will the second or third screen soon become the first screen? The growth in time spent has been attributed to mobile apps. Who knew they were going to be the next generation of TV channels. It is not just passive viewing or in tandem with TV either, with music, health and fitness, and social apps showing the largest increases in time spent on mobile.
Read the source article at Business Insider
If it is all about the customer, how do you know if your company strategy is working? Obtaining direct customer feedback provides valuable insight. You understand immediately what they like and what improvement they are looking for with your service. It reflects positively with the customer by showing that their judgement is important to you. The company will receive outside opinions to enhance the product or service. Most important though, is how you act on the feedback.
Read the source article at WinTheCustomer!
App marketing is not the only way to re-engage users who have downloaded your app. Consider an in-app survey to see if it meets their expectation. It will increase user retention and provide relevancy and more importantly better customer experience in a timely manner to the customer.
Read the source article at Econsultancy
Scientists can now analyze the personal data on millions of people without their knowledge, and some want to bring ethical guidelines to such studies. This is why in our industry, CASRO recently released their code of standards and AAPOR is launching their Transparency Initiative. It is best not to conduct research in isolation without any guidance. Ideally researchers should include an opt-in process and clearly inform respondents the reason for the study, what it will be used for and any other uses or tests after the fact.
Read the source article at The New York Times
Interest in apps is waning due to several factors. There has been a huge influx of older users purchasing smart phones and they are not tech savvy enough to discover all the wonderful useful benefits apps can provide them and/or they are comfortable with the same average ten apps they use on a regular basis. Another reason is that the majority of the apps on the market are deemed sufficient and any new alternative are not all that attractive to substitute. Is this the demise of a billion dollar industry? Nay, the developers and app owners need to find out why the users are not using them. One way is by getting feedback using an in-app survey; to gain an evaluation of the app, to know the users better and increase their engagement and ideally get insight of the provider’s product or service.
Read the source article at The Independent
Have you tried to design your VoC/CX surveys, only to find that your marketing department wants to sabotage the survey with marketing research or include marketing-related questions?
Read the source article at cx-journey.com