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Faster, Cheaper, and Better Market Research Cartoon

 
There is no such thing as faster, cheaper, and better market research. It is an illusion, and it is dangerous.
 

However, it is the reasoning behind bringing all research inside a company with a team of one researcher and no help from outside research vendors.
 

Faster, cheaper, and better is also the ultimate sales pitch for new technologies and tools entering the market research industry.
 
Cheaper & Better Insights?
 

Bringing Research Inside

Cost saving is often the most significant driver behind companies’ decision to bring all market…

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Fighting In the Internal CX Revolution

Without good customer experience or CX, companies are likely to fail the race for differentiation. As a result, CX is becoming an important discussion topic in many organizations and some are even installing teams, who are finding themselves fighting in the CX culture revolution.

 

 What is CX?

 

CX or customer experience is at the root of customer satisfaction and loyalty. It extends to all the touch points a company has with potential and current customers during the pre-sale, point-of-sale, and post-sale steps of the sales cycle.

 

In other words,…

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Data Integration

Data integration is a must for delivering a good customer experience (CX). Why? Many companies are trying to improve the customer experience using personalization, using countless data sources.
 

However, the problem is that the same customer shows up through different channels. As a result, the CX team is treating him or her as different customers.
 

Tim Hayden, from Brain+Trust Partners tackled this subject at the 2018 Dallas CX Talks with his presentation Know Your Customer Before It’s Too Late. 
 

Above all, Hayden’s proposes creating a…

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CX Research

 

 
New product development benefits enormously from customer experience (CX) research if done right. Sometimes, CX research is reduced to gathering product attribute lists outside the context of the actual experience. Moreover, companies often do CX research on an ad-hoc basis, not as part of a process. This leads to missed opportunities to save time and money in the process.
 
 
At the 2018 Dallas CX Talks, Brian Sullivan, from Sabre, presented a case study illustrating the value of CX research to product managers. His presentation, Making the Unnatural Natura…

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Investment in CX

 
To invest in CX might seem the obvious thing to do given the fierce competition many companies face. However, at this point, many executives are still trying to grasp what that means. Kari Mickelson from MoneyGram International Partners discussed how her team got MoneyGram on the CX wagon in her presentation Building Buy-in to Invest in Customer Experience (CX) as a Practice at the 2018 Dallas CX Talks.
 
As the title suggests, Mickelson’s presentation was about how to get money from the executive management to run an internal CX practice and turn an organization into a…

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Top Reason Why Businesses Fail

The top reason why businesses fail is the lack of market need. Four in ten businesses (42%) fail because there is no need for their products, according to a 2014 study by CBInsights. Things have gotten worse as the fail-fast mantra is spreading rapidly with “agile everything.”
 
Big & Small Businesses Alike
 
First, many entrepreneurs believe in Steve Job’s view that customers don’t know what they want, so why bother asking them. Go direct to market and test it!
 
Second, start-ups often rise from their founders’ personal experiences and needs, which for…

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Select All That Apply Vs. Dichotomous Grid

 

Survey researchers have been debating and researching whether to use dichotomous grid questions (dual-column grid format) or multi-response questions for a while. Both are common survey question types together with rating scales.

 

Acquiescence Bias

 

The driver behind this effort is the search for ways to minimize respondent acquiescence bias. This is the tendency to positively agree with all questions or statements in a survey.

 

Multi-response questions, in which the respondents are asked to select all the options that apply, is a common question format…

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UX Design Process Spiral

UX research methods are becoming popular as more companies try to provide a good user experience to their customers. Many are realizing this is not limited to improving a website or app usability.

User Experience Design Process

Designing a good user experience requires a user-centric iterative process. This can be represented as a continuous loop of four key phases  and that always comes back to the user:

Assessment: Understand what users are doing, what their needs are, and what problems they faceDesign: Develop ideas of how to deliver a solution to the problems…

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User Experience

More and more companies have started paying attention to user experience (UX). This is often associated with the experience using websites, apps, or at physical stores. At times, user experience is reduced to usability issues, but it goes beyond that.

Where is the User Experience Happening

The fact is that user experience happens every time a customer interacts with a product or service while:

Choosing the product/serviceAcquiring the product/serviceLearning to use the product/serviceUsing the product/serviceFixing the product/service, if applicableUpgrading t…

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