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A Guide to the Customer Experience Maturity Model: How You Can Ensure Your Brand is at the Right StageThere are not very many brands that can survive off of a business model that only caters for new customers, and never attempts to create repeat ones. Capturing a new customer’s attention, and convincing them to use your product or service is important, but there are... read more
Computer assisted telephone interviewing (CATI) has long been a survey method used in Traditional research, as a means of conducting research. It is a telephonic surveying method in which the agent or interviewer follows a questionnaire provided by a WEB survey.read more
Sampling in research is where a researcher only surveys some of the people in a population. Learn more about what this is and if you should do it.read more
As we watched the market grow, we have always been aware of the need to analyse both structured and unstructured text. We see more and more how companies that do voice-of-the-customer listening, also have a need to listen to their social media domains.read more
Fundamental to any Customer Experience Management (CEM) program, is the measurement of that experience and the appropriate use of the correct metricsread more
The recent Customer Experience World conference speakers noted an evolution in focus from customer engagement and satisfaction to employee engagement and satisfaction. One presenter even simplified it to the point of saying that the people in a business fulfil one of two functions: They’re either serving the customer, or they’re supporting someone who is serving the customer.read more
For market research professionals, the advent of hyper-personalisation holds interesting implications. We can no longer advise our customers to do satisfaction surveys once a year or to segment their customer base into six or eight macro categories.read more
In Gartners famous hype-cycle, new industries with technology triggers go through phases beginning with hype and ending in a plateau which is preceded by a Trough of Disillusionment.read more