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Taking Two Different Roads to Find Customer Satisfaction - by Tom Fusso   

A comparison of two customer studies of policyholders of large US auto insurers

Dr. Tom FussoI was reading the results of a customer satisfaction study by Insure.com of policyholders of the larger US auto insurers. They assessed overall satisfaction, and ranked the carriers from the highest carrier (USAA, a  96% overall satisfaction rating) to the lowest carrier in their survey (Farmers, at 79%). Their survey was done in 2011 among 4,500 consumers. Market Probe had also conducted a study of policyholders of the 12 largest auto carriers in 2011. Following is a comparison of the two studies.
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New Monday, 15 April 2013 13:35
 
Looking to the future, political leaders forge their own personal brands - by Judith Ricker   

Ms. Judith RickerWith 2013 well underway, political leaders at the state and federal levels have continued to offer their messages on economic renewal, social policy and their uniquely branded political platforms. The 2012 presidential election was subjected to more social media, widespread access to information and marketing strategies than any other in U.S. history. With that in mind, the next line-up of presumed presidential hopefuls has begun to solidify and market their brand images on an unlikely national stage. The Associated Press recently wrote about this issue, and its importance in the political atmosphere.

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New Thursday, 17 January 2013 19:54
 
“Today’s customers and the marketplace are constantly changing, we need to adopt new practices to recruit and retain profitable and loyal customers.” - by Dr. TR Rao   

Dr. TR RaoMarket Probe is pleased to have recently sponsored the Third Annual Customer Advocacy Benchmarking Program for large retail banks in the U.S.  I personally congratulate the winners among the national banks, super-regional banks and regional banks.

It has been a long-standing tradition at Market Probe to bring new ideas and innovations to generate actionable insights to our customer satisfaction engagements.  We followed the same thinking in designing the Retail Benchmarking Program for the top 20 retail banks.

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New Wednesday, 05 December 2012 18:52
 
Leading UK Banks Pursue Advocacy-Focused Service Culture - by Tom Fusso   
Dr. Tom FussoIn an October 10, 2012 article (Datamonitor via COMTEX), it was announced that Barclays was focusing their frontline staff incentive plan solely on providing good customer service to the exclusion of sales performance. This represents a significant shift from commission-based sales incentives. This follows a similar announcement about a similar service strategy from the Co-operative Bank a few weeks earlier. The article went on to describe a finding from Datamonitor’s 2012 Financial Services Consumer Insight Survey, which found:

“… 70.7% of UK consumers would tell family and friends about a positive experience, while 74.0% would do the same after a negative experience.”
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New Thursday, 18 October 2012 19:46
 
Is “Satisfaction” With Apple’s IPad Really the Reason for Its Success? - by Judith Ricker   

In a recent J.D. Power ranking of tablets, Apple’s IPad led competitors with a score of 848 out of a possible 1,000, based on performance, ease of operation, styling, and features.
Read: Apple Insider article

That is no shocker to Apple fans, but what might seem surprising is that Amazon’s Kindle Fire was not far behind in the rankings, with a total score of 841.  Also, the average score across all tablets was a pretty high 832.  Yes – tablet owners, regardless of the brand, seem to be pretty darn satisfied with their product choices.  Why then does this high level of satisfaction not translate to share?  As of August, Apple dominated the share of tablet shipments with a whopping 64%, compared to Amazon’s roughly 5% share.  
Read: Apple IPad market share report
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New Friday, 28 September 2012 16:18
 
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