No Crystal Ball: Consumer Predictions in Surveys

April 8, 2015
Posted by: Collette Eccleston, PhD
In our surveys, we often ask respondents to predict the future. We don’t ask them to gaze into their crystal ball, but we ask them to provide a guess as to their future behavior. “This new phone will be released in six months. How likely are you to buy this new phone when it hits the market?” In essence, we ...
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Don’t Be Fooled – Overcome Memory Limitations in Survey Response

April 1, 2015
Posted by: Collette Eccleston, PhD
On April Fools’ Day, you expect some pranks from your friends. You even expect a few jokes from your favorite brands. But you don’t expect ...
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Segmentation: Beyond Demographics

March 8, 2015
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Posted by: Jennifer Valenzuela
Last week, The New York Times published an article about Fidelity Investments’ decision to customize their customer service approach based on the gender of the ...
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Drive Action with Bayesian Network Modeling

February 16, 2015
Posted by: Robert "Mick" McWilliams
Expert marketers know that to drive sales, you need to enhance brand perceptions and improve the most important aspects of customer experience. But what brand ...
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No chocolate for you! How snobbery sells

December 12, 2014
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Posted by: Frank Zinni
Many years ago—let’s call it 22 years ago—I was visiting Paris for the first time and I wandered into a very expensive chocolate store—the kind ...
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Bad Customer Experience. so what?

November 19, 2014
Posted by: Joan Cassidy
I broke up with my favorite retailer and I still haven’t gotten over it. To say the least, I had a bad customer experience. The ...
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CX Design: How to Move an Elephant

October 28, 2014
Posted by: Lara Berman
You’re tasked with leading the process for redesigning your company’s customer experience. so what?  You’re excited! You’re honored! You’re terrified! Getting a large organization to ...
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5 Branding Lessons Courtesy of Tesco’s Tumble

September 24, 2014
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Posted by: Adele Gritten
In the business world there are countless stories that prove even giants can stumble.  This week, we have another case in point:  the world’s second ...
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Highlights of the LRW Symposium

April 21, 2014
Posted by: Joan Cassidy
This year’s Client Symposium highlighting Customer Experience produced numerous insights we had to share. Some snapshots: Jon Masland, LRW’s Customer Experience practice leader kicked off ...
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Meet the Joneses. Your Customers Have.

April 1, 2014
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Posted by: Joan Cassidy
My son the college student returned home for spring break the other day, a large duffle bag of laundry in tow. He seemed taller to ...
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