Do You Have a “Fresh Remote” Problem? A Curious Case of Customer Experience

August 14, 2017
Posted by: Jason Brooks
Upon checking into a particular hotel of a brand I had never stayed in before, I noticed on the nightstand a little white translucent bag labeled “Fresh Remote.” Sure enough, I could see the TV remote hermetically sealed inside. I immediately found myself in a paranoid state of questioning the cleanliness of my entire room rather than reflecting fondly on ...
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Go the Extra Mile with Good CX

August 7, 2017
Posted by: Joan Cassidy
A few weeks ago, I spent almost two hours waiting in line to pick up a rental car at Boston Logan. Two hours is a ...
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CX Day is October 5th… so what?

October 5, 2016
Posted by: Tristina Keith
To say that technology has disrupted the practice of customer experience (CX) management is an understatement. The advent of real-time software revolutionizes the way companies ...
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Transforming Business with Speed

June 19, 2016
Posted by: Jeff Reynolds
When the CMO comes to the insights team with a time-sensitive crisis or opportunity, what is the response? If the answer is, “we’ll need six ...
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The Media Merger that Wasn’t

February 29, 2016
Posted by: Peggy Einnehmer
I’ve learned a lot from savvy media consumers as a result of attending many focus groups over the years. (I’ve also eaten a lot of ...
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Uber’s New Logo: Wrong turn?

February 5, 2016
Posted by: Eric Asch
Let’s get this out of the way first. I’m an Uber guy. Been one for years. I use Uber to get to the airport from ...
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Who Should Evaluate What Brands?

July 27, 2015
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Posted by: Hilary DeCamp
I’m often asked to consult on the design and analysis of brand evaluations to ensure correct conclusions can be drawn about client and competitor brands. ...
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VR for MR: A Case Study

June 5, 2015
Posted by: Jason Brooks
We’re just wrapping up the fielding portion of a groundbreaking, multi-market new customer experience test for H&R Block using Virtual Reality, aka, VR. Coming on ...
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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 ...
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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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