Multichannel customer experience: Replacing my Verizon FiOs Router

Harley Manning

Recently I had one of my own customer experiences that shows just how hard it is to get all the elements of a multichannel interaction working right.
 
Here’s some context: Over a year ago I switched from Comcast to Verizon FiOS for my home television service and internet access. So far I’ve been very satisfied with my choice – I like the FiOS product better and the Verizon people I’ve dealt with have been great, especially the woman who signed me up and the guy who installed the service.
 

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Trends That Will Shape Market Research In 2010

Reineke Reitsma


Reineke Reitsma

[Posted by Reineke Reitsma]

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In hindsight, 2009 marked a turning point for the market research industry, when technology and innovation became part of the ongoing discussion on how to move the industry forward while balancing the realities of a business world in a recession.

In the recently published report 'Predictions 2010: What Will Happen In Market Research' my team and I have identified ten trends that will shape market research in 2010. Three of these ten trends are:

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The Data Digest: Social Technographics in Canada

Reineke Reitsma


Reineke Reitsma

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Canadians with online access are active users of social technologies like blogs, forums, social networks, and user-generated content: According to our North American Technographics® Q3 2009 survey, 79% of online Canadians engage with social media at least once each month.

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2009 mobile trends reviewed

Thomas Husson

A year ago, I posted an entry about what I thought would be the key trends for 2009.

I'll stick to my comments and continue to believe that regulation had a stronger impact on the mobile sector than the economic crisis. The recent announcement that the French telecom regulation authority eventually (after years after back and forth discussions and lobbying) granted the 4th 3G license to Free/Iliad (one of the largest ISPs) is a good example of that. The new entrant will not launch before early 2012 but aims at captuting 10% market share by introducing cheaper tariffs (a competitive 3 hour package for less than 20€), bundling Internet access and offering interesting conditions to MVNOs. Evolution of termination rates or roaming tariffs as well as other regulations on spectrum have a much greater impact on operators' bottom line than reduced spending from consumers. 

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A Happy Holiday For Retailers?

MR Trend for 2010: Data integration

Reineke Reitsma

Reineke Reitsma
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A couple of weeks ago I published a post called 'The Future Of Research: Building A 3-Dimensional View Of The Customer'. The summary of my post was that consumers connect with companies through different channels and leave their feedback about the company in different places. They expect companies to understand that and they don't want to be asked about things they already shared.

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The Data Digest: Insight Into Digital Music Consumption (US and EU)

Reineke Reitsma


Reineke Reitsma

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Voice of the Customer - 16 recommendations

Reineke Reitsma


Reineke Reitsma

[Posted by Reineke Reitsma]

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My colleague Bruce Temkin recently published a report with insights from the 40 applications it received for Forrester's Voice Of The Customer award.

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What's a book really worth?

James McQuivey

"Dear book industry, I'm so sorry to tell you this, but your books really aren't worth $25. Just like newspapers weren't really worth what people were paying for them and magazines, either. And CDs, and DVDs."

I caused a bit of a fuss last week when I blogged these words here, or in a mirror post on Paidcontent.org. This has been one of the most commented and tweeted posts I've ever offered and much of the feedback centered on this question: was it fair of me to drag the price of books down?

 

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The Challenges And Opportunities Of Mobile Research

Reineke Reitsma


Reineke Reitsma

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In the past year I've spend quite some time looking into innovative research methodologies. One methodology that really has won over my heart is mobile research1 (see my report The challenges and opportunities of mobile research for full details). The anytime anywhere aspect of the mobile phone, combined with people's emotional attachment to it, makes it an ideal device for people to share their thoughts and opinions in a research context.

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