Financial Industry 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.

Product configuration: a research technique for the times

With more and more opportunities available for consumers to design their own products, a research tool that uses a similar approach makes perfect sense, the authors say.

Can you foster customer loyalty in a low-engagement industry like insurance?

The authors provide strategies for how to think about and begin measuring and improving customer loyalty in the insurance industry.

How 3-D storytelling collages can jump-start focus group discussions

The author explains how 3-D collaging gives respondents a wider range of artifacts with which to express their feelings on a product or service, potentially unearthing a richer lode of insights.

The economics of loyalty: What makes a loyal customer valuable?

The author challenges customer loyalty expert Fred Reichheld, arguing that Reichheld's price premium argument is specious and his cost-savings assumptions are subject to many caveats and exceptions and do not always apply.

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Related Articles

There are 52 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Stimulus checks meet consumer expectations, fall short of government hopes

Data Use: Predicting housing value from income: a simple example of the logit response model

The housing industry has grown tremendously in the 1980s. This article describes a way to analyze the table of households cross-classified by housing value and housing income from the 1980 Census by using the logit response model.

The future is now

Banco Interfin used two waves of quantitative research to identify its target customers and determine what might motivate them to choose its pension program over those offered by competitors.

Leaving an HMO: What does the member remember?

KCA Research Inc. recently conducted a telephone survey for a group practice model HMO to determine why members who had voluntarily terminated had made that decision. The 300 members contacted provided interesting results, particularly in terms of the number of them who did not recall switching health plans in the previous year.

Regular check-ups

The Employee Benefits Division of the CIGNA Corporation conducted an ongoing patient satisfaction survey using phone interviews with its members. The goal was to assess members’ satisfaction with their primary care physicians in order to help CIGNA identify tangible ways to improve service.

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