Here are our 10 top tips that for improving your customers’ experience. Get buy-in from the top. Everyone has to be bought into the drive to deliver outstanding customer experience. It is especially important that the leadership team of a company i...
How do you rate against the competition and best in class? Today we share with you 8 tips on best practices in benchmarking in business-to-business markets: Track the trends: Of course the score from customers indicating their satisfaction with you r...
Those of you who have a dog will know what we mean. Dogs speak, but not as we do. They wag their tails when they are happy, they bare their teeth and snarl when they are angry, they prick up their ears when something interesting is happening. You can...
A funny thing happened to one of our researchers on route from Manchester to our office in New York the other day. He was flying with United and had a seat towards the back of the plane. Halfway through the eight-hour flight he decided to have a nap....
We b2b market researchers are guilty of asking lots of questions. Too many. We like the tangible and the specific. We want to understand what a respondent buys, how often, in what quantities. What do they think of this supplier and that? What satisfa...
If you are selling diapers (nappies we call them in the UK) you should target parents with babies. If you’re selling razors, target people who shave. This is common sense. Or is it? An article in the Financial Times last week caught our eye bec...
During a briefing by academics at the London School of economics, the Queen of England asked a very nasty question about the credit crunch – “why did nobody notice it?”. One or two people since have put their hands up and said that they had pre...
If you opened the Financial Times this weekend, on page 3, the slot reserved for beautiful women in the Sun and the Mirror, you would have seen the above advert. For those of us in marketing this sepia image is just as arresting as bare bosoms. Here ...
Three years ago, an interesting experiment was carried out by Guy Mayraz, an economist at the University of Melbourne. He divided students into two groups. He told one group to imagine they are bakers and the other group to imagine they are farmers. ...
Selling has never been regarded as a profession – at least it’s never been thought of as a profession in the same way as architects, doctors or engineers are seen as professions. It is associated with the Avon lady, the Fuller Brush Company o...
