The Buzz On Buzz

We’ve just announced the beta release of a new iPerceptions solutions called streetVoice, and it’s attracting a lot of attention not only from our retail and automotive clients but from our hospitality based clients as well who have a vested...

Representative sample – is it really the voice of the customer?

While I’m not saying it’s a census, and it’s not a panacea for all your customer research needs, online research is proving to be the most representative cost effective way to listen to the voice of your customer. Solid decision support for leaders who believe that truth is most inherent in democratic systems, so share, be a part of it.

Simply measuring customer satisfaction is not enough

It is so important to contextualize results found in customer satisfaction research. It is equally important to look at how willing customers are to recommend your brand and product, your company’s share of customer, and their lifetime value. These are the elements that show true customer focus. The ACSI index is a good metric in terms of understanding current customer sentiment, but is only one of many indicators.

CaseCamp Anyone?

My friend Mitch Joel, Partner at Montreal based interactive agency Twist Image, and someone who is always pushing the envelope has again taken the lead on an interesting initiative. He has assumed responsibility for launching Montreal’s first-ever CaseCamp. CaseCamp, created...

Internet Retailer 2006 – Customer experience is everything

Whether it comes down to rich media, community, customization and personalization or globalization, all efforts point back to one main important criterion – customer experience is king.

Podcasting – Is anybody listening?

Our good friend Mitch Joel from Twist Image has just started podcasting and it got me thinking. Mitch is one voice in a sea of many voices and although his “six pixels of separation” podcast is interesting, I’m still wondering who is listening? And does it warrant the time and investment to undertake such an initiative?

Don’t take my word for it – ask Avinash

Avinash Kaushik works at Intuit, and is responsible for the business, technical and strategic elements of the Web Research & Analytics platform that supports decision making for Intuit’s 40+ ecommerce and non-ecommerce websites. He clearly is someone who understands the web analytics space, and more important the limitations of single solution toolkits.