Conducting Marketing Research? You Might Be a Year Too Late
Imagine if your customer call center let you know nine months to a year later that your company was experiencing wide-spread problems with a product. That is the phenomenon that happens with market research, you receive customer opinions months after the opinions have actually been gathered (and even longer after they are formed), decreasing its [...]
Read Full Post | Make a Comment ( 2 so far )Actionable Customer Verbatims: Creating Breakthroughs In High-Volume Comment Analysis
Many of the market researchers and custom experience managers we have met during the course of 2008, view customer verbatims, the open-ended comments received by companies through surveys, contact centers and many other channels, as a potential goldmine of customer insight. But verbatims are also seen as a waste of time by many because of the [...]
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