Lauren Freedman: The Transformation of the Customer

Merchants should be listening to the voice of the consumer, factoring in their words of wisdom and thinking about optimal yet profitable ways to evolve their cross-channel experience.

HSMAI - A Hospitality Association That Understands The Value Of Customer Satisfaction

We’ve just signed a strategic partnership with the Hospitality Sales & Marketing Association International to provide their members and the general business community with unique quarterly web metrics reports that will include experience and satisfaction benchmarks for the growing online marketplace in the hospitality industry.

Panel research is not the Voice of the Customer

I’ve run into a number of satisfaction studies lately that claim to speak for real customers. A little digging showed that these claims are based on studies that use panels of people similar to your actual customers. The Internet has allowed us to speak directly to customers in the context of real experiences. There is an emerging new breed of market research analytics that is democratizing the voice of the customer. Panels are no longer needed to speak for people, people can speak for themselves.

What It Really Takes To Deliver Excellent Customer Satisfaction

No one argues that one of the primary drivers of business success is customer satisfaction. And most businesses recognize that achieving customer satisfaction requires a multi pronged strategy, going all the way from understanding the customer and their needs through...

What Do Avinash Kaushik, Bryan Eisenberg and Mitch Joel Have In Common?

We’ve decided to invite a select few industry thought leaders to share their views and opinions about anything and everything related to attitudinal metrics, online research, customer satisfaction and how marketers go about capturing the voice of their online customers....

American Apparel opens a store in Second Life

More and more we are seeing marketers adding new tools to the marketing toolbox. It’s exciting to watch as more and more companies clamor to find new ways of reaching their audience.

You and I were meant to fly – or were we…

If you are using the web as an interactive self serve channel, then use it properly. Use it in a way that benefits both your company and the customer.