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Feedback analysis
Tools, methods, algorithms to keep afloat
Curated by Metrinomics
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About this site: Feedback analysis and the future of market research

About this site: Feedback analysis and the future of market research | Feedback analysis | Scoop.it

Market Research is helping to close the loop between supplier and customer. Technological developments have boosted the speed and precision of research work. New methods and computer based mathematics have helped to gain better insight and understanding. However mathematics has limits of being used in context with people. And the growing wave of text and comments generated by new media provide new challenges to market researchers. We take a closer look on the discussions.


Curated by Maciej Lebedowicz

Follow us on twitter: @analysisfuture

Sponsored by Metrinomics: www.metrinomics.com

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Engaging Market Research: Network Visualization of Key Driver Analysis

Engaging Market Research: Network Visualization of Key Driver Analysis | Feedback analysis | Scoop.it

"Whatever happened to those evaluations that your airline asked you to complete after taking a flight? They ask you for a number of ratings about buying your ticket, attributes of the plane, the service you received, and if you were satisfied, if you would recommend, and if you would fly again."

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Losing Customers with CRM - Customer Feedback How Tos

Losing Customers with CRM - Customer Feedback How Tos | Feedback analysis | Scoop.it

"CRM technology is just like money - if some is good, a lot is even better...right? Not exactly. In fact, it is possible to invest too much in CRM and actually drive your customers away. David Taber explores his "top ten tricks" for throwing your customer retention program into the garbage with excessive CRM for PC Advisor."

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A beautiful science: right-brain versus left-brain marketing

A beautiful science: right-brain versus left-brain marketing | Feedback analysis | Scoop.it
From recycling to outsourcing, everywhere you look these days, marketers are trying to be smarter with their money, says Alana Griffiths. (Feeling the party season strain? Maybe time to start using the opposite side of your sales brain!
Metrinomics's insight:

"The first thing to consider is that there are different sorts of ‘smart’. Take the left-right brain divide, for example. In the left hemisphere, your brain processes logical, analytical information. While on the right side, it favours expressive, emotional stimuli.

Traditionally, marketing has treated persuasion as an art form. So naturally, more artistic right-brain thinkers have been drawn to the industry. But now, with the rise of data targeting, social media, and marketing automation, there is a growing expectation that marketers must possess a highly evolved left-brain as well.

Marrying logic and lateral thought is great in theory. But in practice, it’s not so easy. To some extent, we’re all either left-brain or right-brain heavy. So we need to find ways of compensating for our less-developed side."

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Don't Assume You Know Your Customers

Don't get so caught up in your own company that you forget who you're serving.
Metrinomics's insight:

"Employees are like hostages suffering from Stockholm syndrome — they take on the worldview of their employer and industry, and forget what it's like to be a "regular" person without this specialized knowledge. Over time, employees start to talk mostly about tangible product features and become distanced from customer needs and benefits. Value propositions become more abstract and lose the naïve freshness of seeing of who customers really are and how they think, behave, and feel. It becomes increasingly difficult to see your company and industry as nonexpert outsiders do."

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Customer Loyalty: Is it a Behavior? Or an Attitude?

Customer Loyalty: Is it a Behavior? Or an Attitude? | Feedback analysis | Scoop.it
What does it mean when we say that a customer is “loyal” to a brand? Does it mean they’re a repeat purchaser of the brand? Or does it simply mean they like it? In other words, are (Don Peppers about Customer #Loyalty: "Is it a Behavior?
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From Customer Management to Customer Engagement

From Customer Management to Customer Engagement | Feedback analysis | Scoop.it
ForbesFrom Customer Management to Customer EngagementForbesIn the traditional model, CRM is a system of record: it tracks customer information and contact history, manages the sales pipeline, and enables detailed analysis of sales performance and...
Metrinomics's insight:

"In the traditional model, CRM is a system of record: it tracks customer information and contact history, manages the sales pipeline, and enables detailed analysis of sales performance and customer data. This classic model certainly delivers value to the organization and enables us to better manage sales, marketing and customer care processes. That’s great for the managers and executives who see the big picture. Unfortunately, the people who feed the beast are not always on the receiving end of the value proposition. The CSRs and sales people who enter data and update or capture their contact histories rarely get more out of the system than they put in."

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Social media metrics that matter

Metrinomics's insight:

"Social media analytics is complex in the sense that it cuts across the different aspects of your business and organisation, and is intricately tied to strategy. That’s why it’s even more important to have a good grasp of the fundamentals of your analytics framework. Try to think of ways to measure success in social media independent of the platform. This means focusing not on the number of likes per se, but translating them into questions that can give birth to that beloved goal we all want to reach in this age of conversations: actionable insights."

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"Big data" and predictive analytics demystified

"Big data" and predictive analytics demystified | Feedback analysis | Scoop.it
Metrinomics's insight:

"While "big data" is an important enabler, it is robust analytics combined with a CPG manufacturer's (or retailer's) organizational ability to apply insights across product development, store layouts, media and consumer engagement, trade and promotion, and related functions that will drive the sales and market share uplift that will in turn drive profits."

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7 Types of Customer Expectations all Exceptional Researchers Must Understand

7 Types of Customer Expectations all Exceptional Researchers Must Understand | Feedback analysis | Scoop.it

"Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Expectations reflect both past and current product evaluation and use experiences.

Think about any major purchases you’ve made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or even test the product?"

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Interpreting raw data into valid insights

Interpreting raw data into valid insights | Feedback analysis | Scoop.it

"Unstructured data, by its very nature, has little or no correlation between individual forms; you could be talking about CVs, invoices or other documents that have no relation to one another whatsoever. In times gone by, these loose forms would be painstakingly digitised by hand, with data entry operatives typing up each individual data point and laying them out in a new digital form. The probability of human error with this method was large indeed, and of course the process was extremely time-consuming. Now, though, unformatted and even hand-written text can be digitally scanned and processed almost instantaneously thanks to automated form scanning."

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What's up with da toilets: how to reach customer satisfaction?

What's up with da toilets: how to reach customer satisfaction? | Feedback analysis | Scoop.it

When it comes to measuring and delivering customer satisfaction, there's no better place to learn than the city of Singapore. Backed by billions in dollars (singapore or US, as you like, still billions...), the government is really dedicated to make sure that everything runs smoothly. Singapore's bet is that talents, ideas, money and goods will first transit by Singapore before reaching it's messy neighboring countries. Of course, tax preferences are a strong incentive. But, for non-locals who happen to visit and work in South East Asia, Singapore is seen as a safe heaven.

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Customers Defect Rather Than Battle Companies That Disappoint

Customers Defect Rather Than Battle Companies That Disappoint | Feedback analysis | Scoop.it

"A survey of more than 12,000 customers in 32 countries found that 85 percent of customers could have been persuaded to stay with a company if the company had acted differently. Two-thirds of them (67 percent) said they would have stayed if their customer service issue had been resolved during their first contact. The survey was conducted by Accenture, a management consulting, technology services and outsourcing company."

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Game-based Design Can Boost Customer Engagement

Game-based Design Can Boost Customer Engagement | Feedback analysis | Scoop.it

"Typically, brand marketers focus on extrinsic motivation, or telling customers what their goals should be. But gamification allows customers to develop their own goals and motivations through game play, which may include experiences that do not directly benefit the brand, such as social interaction with other consumers, to ultimately create a more powerful positive image and drive more meaningful long-term customer behaviors."

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Analysis: data scientists – a case of quality versus quantity?

Analysis: data scientists – a case of quality versus quantity? | Feedback analysis | Scoop.it

"Attempts to save endangered animals, non-intrusive tests for predicting coronary artery disease and using customer data to redesign a company’s whole strategy are just three examples of the many and varied ways big data analytics is being used.

In all the above use cases the role of the data scientist is key, but what is a data scientist?"

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Non-Invasive Voice-of-Customer Feedback

Non-Invasive Voice-of-Customer Feedback | Feedback analysis | Scoop.it

"The “observer effect” is one of the strangest principles of quantum mechanics. The act of observing a quantum particle determines whether it is a wave or a particle. Before an actual observation, it is either or both, but once it is observed, it will be one or the other.

Similarly, obtaining voice-of-customer feedback is not as easy as surveying your customers to ask their opinions, because the act of asking the customer will contaminate your results. Not that surveys don't produce useful data, but genuine voice-of-customer feedback is subject to its own “observer effect.”"

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Discovering Customer Demographic Information: Your Customers Are All Millennials, Now What?

Discovering Customer Demographic Information: Your Customers Are All Millennials, Now What? | Feedback analysis | Scoop.it
"Do you know what types of customer spend the most money at your restaurant, spa or retail store? The way you market yourself helps certain customers align themselves with your attitude and goals."
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Using Social Media For Customer Research

Using Social Media For Customer Research | Feedback analysis | Scoop.it
"While social media platforms are great for connecting, I’d argue they’re even more powerful and valuable as research tools. In fact, a few years ago, we actually uncovered a potential client’s #3 hurdle to purchase with a simple Twitter survey.

Oh, and until we showed them our informal Twitter survey, they had NEVER considered this product attribute as a purchase hurdle. Yet, when they did a formal research study, BAM it came in at the #3 slot."
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Social Media Analytics: The Whole is Greater than the Sum of its Parts

Social Media Analytics: The Whole is Greater than the Sum of its Parts | Feedback analysis | Scoop.it
Metrinomics's insight:

"The key to solving the social media data conundrum is embracing the concept, “the whole is greater than the sum of its parts.” Rather than reinventing the wheel or making risky, costly investments, companies can use their existing knowledge and technologies in new combinations to gain valuable insights from social media."

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Social Media, Mobile, and Content Marketing: 4 Trends That Rocked 2012

Social Media, Mobile, and Content Marketing: 4 Trends That Rocked 2012 | Feedback analysis | Scoop.it
Get your 2013 plans on track to succeed with these dominant trends and related actionable marketing tactics.
Metrinomics's insight:

"2012 was a year of inflection points on social media, mobile, and content marketing. For marketers, this translates to understanding the implications of these changes and what they mean for your 2013 marketing.

Here are four dominant social media, content marketing, and mobile trends with related actionable marketing tactics to get your 2013 plans on track to succeed."

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Listen To Customers, Engage With Influencers

Listen To Customers, Engage With Influencers | Feedback analysis | Scoop.it
Metrinomics's insight:

"As you plan your 2013 social marketing initiatives, one area for you to focus on is influencer identification and engagement. I’ve been speaking to a number of B2B marketers recently who have begun to move beyond reactive responses to complaints to proactively reach out to people who are speaking out socially and creating influential content about their products and services."

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Fred Zimny's curator insight, December 12, 2012 1:39 PM

And also with  their influencers

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Marketing Automation: What Is It, and How Can You Use It to Improve ROI in 2013?

Marketing Automation: What Is It, and How Can You Use It to Improve ROI in 2013? | Feedback analysis | Scoop.it

"Marketing is undergoing a fundamental shift. Emerging digital channels such as social media and mobile have created unique opportunities to reach a new generation of customers more quickly, efficiently, and directly. However, traditional channels such as direct mail and the telephone aren’t going away anytime soon.

This means marketers are faced with the challenge of presenting a consistent face to customers across both old and new channels, transcending technological and organizational barriers. It’s a tall order and, in 2013, marketers will be faced with more data than ever."

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Power and dumb machines are the biggest challenges for big data

Power and dumb machines are the biggest challenges for big data | Feedback analysis | Scoop.it

"The promise of “big data” is clear — or at least it’s becoming clearer, as companies share their case studies and stories about how they used data from social media to structure a better ad campaign or when a public health official shares disease tracking information gleaned from smartphones. But there are still plenty of technical hurdles between today and the future that data can provide, according to Zachary Lemnios, VP for research strategy at IBM."

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The Transformation of Content Marketing

"Content marketing has had quite a run. After an interesting battle with terms such as branded content, custom media, brand journalism, and custom publishing, Google searches tell us that content marketing is now the de facto term for nonmedia companies creating relevant content to attract and retain customers."

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Can a Robot Write Your Content?

Can a Robot Write Your Content? | Feedback analysis | Scoop.it

If there’s one thing that SEOs know can’t be done by automated software, it’s content creation. For years now, the three most important rules in search marketing have been “content, content, and content”. Multimillion dollar corporations like Demand Media have sprung up just to feed more content to the insatiable beast that is the internet. Even black hat marketers have given up on cheap “spun content” strategies that no longer work like they used to.

Content isn’t just required for our own websites and blogs, it’s necessary for guest blogging, blog network creation and social media marketing as well.

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Getting Beyond “Big Data”: Customer-Intelligence Activated

Getting Beyond “Big Data”: Customer-Intelligence Activated | Feedback analysis | Scoop.it

"Customer Intelligence in marketing is the science of understanding the customer journey and piecing together the disparate fragments of who your customer is, how they reacted to messaging in different locations and using that information to drive mindset and acquisition. It’s identifying how data can be activated to reduce wasted marketing dollars and improve overall efficiency. Customer Intelligence here directly correlates to segmentation of the audience, targeted message delivery and reduced churn against conversion. It saves money and makes money faster for an intelligent company."

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