April 23, 2012 Market Research Bulletin Survey - marketresearchbulletin.com, Pennsylvania, USA
Aligning Brand Promises with VOC Feedback and Customer Experience Management for Financial Services - Companies operating in the nancial services sector are not traditional marketing organizations. While the products that they bring to market are largely intangible, they have an enduring nature and are not consumed simultaneously with their production.Providing consistent, effective delivery on the service promise of a bank’s brand is critical to managing the customer experience.

March 28, 2012 Market Research Bulletin Survey - marketresearchbulletin.com, Pennsylvania, USA
Brands and Passion How Hot Brands Stay Cool in a Changing World - What is it about brands that have staying power, remaining hot over time and generations, while others catapult to “rock  star” status but eventually fall from grace?

November 20, 2011 CustomerThink.com - California, USA
Profitably Linking Employee Behavior to Customer Loyalty and Advocacy

November 15, 2011 CRN.com - New York, USA
Cloud Channel Opportunities Abound, If You Take Them - Vice President of Technology Don Ryan discusses research that shows cloud awareness taking hold.

October 14, 2011 Market Research Bulletin Survey - marketresearchbulletin.com, Pennsylvania, USA
Some Things You Need To Know About Customer Advocacy - Customer Advocacy has actionability that can be measured to create value.

August 24, 2011 CustomerThink.com - California, USA
The Other Side of the Coin: Negative Word-of-Mouth, and Customer Alienation and Sabotage

August 15, 2011 Market Research Bulletin Survey - marketresearchbulletin.com, Pennsylvania, USA
Advocacy: The Revenue Narative - An outline of Market Probe’s approach to using advocacy to measure customer experience and link it to specific financial and business outcomes for a major IT vendor.