Information And Resources About Customer Loyalty Market Research

Recent Articles

Below are the 5 most recent articles on this topic. These articles were published within the last three years and are only available to registered subscribers.

Sponsored White Paper: Capitalizing on Customer Feedback - Creating Measurable Value from Voice-of-the-Customer (VOC) Programs

It seems like everyone is now collecting customer feedback. However, if you have already launched your customer feedback program, you have likely discovered that turning customer feedback initiatives into a highly effective, thriving VOC program is not a simple task. Creating and implementing a thriving and highly effective VOC program requires the right vision, awareness, and accountability that link the investments to the observed returns. “Capitalizing on Customer Feedback” addresses these three themes and provides the reader with examples of the principles in practice. The reader will be introduced to: new ways to think about customer feedback; top nine most popular customer feedback strategies; five steps of VOC evolution; four principles to realizing a strong return on your VOC program; two real-life case studies demonstrating the concepts in action.

Rethinking the customer experience - part II

In part two of a two-part article, Danica Allen further explores a new approach to viewing the consumer experience and its relationship to customer satisfaction.

Rethinking the customer experience - part I

In part one of a two-part article, Danica Allen presents a new approach to viewing the consumer experience and its relationship to customer satisfaction.

Why you should be careful with the Net Promoter Score

Customers who are seemingly happy - or are at least not angry - deserve more attention than most companies give them, the authors argue. Despite their apparent satisfaction, these consumers could be poised to sow discontent with your brand.

Incentive considerations for increasing customer experience survey response rates

Companies are often quick to offer monetary incentives to improve customer experience survey response rates but they should also consider the sampling scheme and non-monetary incentives that might be better suited to their respondent pool.

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Related Articles

There are 46 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Profiting from customer value analysis

Customer value analysis is a powerful tool for studying customer satisfaction. Through examples, this article discusses the benefits of using this method.

Is the market research industry failing its TQM clients?

Total quality management (TQM) and continuous quality improvement (CQI) emerged in the 1980s. Clients increasingly ask for more info more often with less budget, which begs the question, is the market research industry failing to meet clients' demands? This article describes the principles of TQM and CQI that researchers need to understand in order to win and keep quality-driven clients.

Less may be more

Customer satisfaction surveys need not be overlong. Rather, targeted, well-organized satisfaction research programs can be tailored to get companies the answers they need.

Data Use: Measuring and maximizing the ROI of a loyalty program

Using a grocery-store chain as an example, the author explores a method of optimizing a shopper loyalty program using survey research, data mining and the Monte Carlo method.

Use research to keep customers happy and management well-informed

Researching the customer experience can and should involve the use of many methodologies. The author looks at mystery shopping, exit surveys, online and mail surveys, among other methods, and how they can be used to create a full picture of customer interactions with a company.

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