Customer Experience Increases Company Profits

Posted On: 07/18/16

By: Jay Zaltzman   

Customer experience or CX is not just a buzzword, it’s an approach that can win new customers, slash churn and turn customers into evangelists. Companies that don’t utilize the customer experience perspective may be putting themselves at a competitive disadvantage. In a nutshell, companies that adopt the customer experience perspective look closely at the different […]

Conference Panels: Boring or Brilliant?

Posted On: 09/30/15

By: Susan G Abbott   

A conference panel can either be the highlight of the day, or a yawn-fest with a room full of people checking their handhelds. What a shame that so often these bright and accomplished individuals are not showcased better. From my point of view, it’s all about the moderation. I’ve had some success moderating panels, and […]

Do You Really Need a Local Moderator? Pros and Cons

Posted On: 04/17/14

By: Susan G Abbott   

When you are doing multi-country qualitative research in other English-speaking countries, you need to decide if you want to use a local moderator or have the home-country moderator do the work in the other countries.

As a Canadian-based researcher, I am often asked for referrals to good Canadian field services by researchers based in the UK or USA who are planning to travel here to conduct the research. Or they may be planning to do the research online from their home location, the no-travel option.

There are pros and cons to both approaches. Here’s our take on the issue.

Behavioral Economics Leads to More Effective Research

Posted On: 03/12/14

By: Jay Zaltzman   

Behavioral economics came about as a response to traditional economics, which assumed that, if a person had all the relevant information, they would make the rational decision. As market researchers, we know that’s not the case. Behavioral economics proves the point for us, providing scientific support to the concept that people are not necessarily rational.

Using Meditative Focus Groups to Improve Products and Communication

Posted On: 11/26/13

By: Hana Klouckova   

A new qualitative methodology “Alive Dream” helps people get back to key moments connected to the product or category while in a meditative state of mind, or deep relaxation. This enables them to “live through” the key emotions connected to the brand or category and helps create a map of “emotional imprints” which can identify the brand’s emotional territory.

Can the Future of South African Research be Built With BRICS?

Posted On: 08/15/13

By: Corette Haf   

South Africa is emerging as a gateway to the rest of Africa’s markets; its market research industry is seen as highly developed and established and can be compared with the standards of other Western markets.

Despite this sophistication, there is an understanding of the needs of the grassroots level of the market and the challenges of doing research in a multicultural society. “We can speak the language of the ‘haves’ while understanding the world of the ‘have nots’,” says Matthew Angus of KLA.

Online Non-Verbal Communication

Posted On: 05/16/13

By: Ilka Kuhagen   

Even when you can’t see the people you are communicating with online, you can pick up on their non-verbal communication cues — if you know what to “listen” for.

Inverted Ethnography

Posted On: 05/1/13

By: Piyul Mukherjee    Pia Mollback-Verbic   

The harnessing of smart phone and internet technology among the vast base of ‘below middle class’ households of emerging markets is an acid test of innovation in qualitative research.
Interviews conducted in the usual home ethnographic manner yield surface information. Self-administered video recordings and cell phone pictures, taken by family members, on the other hand, yield amazing insights.