Zeeland’s everything changes

To a certain extent I would say. Expectations rise and fall and thus emotions. But in the real world the seasons change. And adapting to seasons is what one has to do..

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Four Ways To Spot Markets Ripe For Disruption | Co. Design

Lady Rivendells in the Wild » Let’s Go Ride a Bike - life on two wheels: simple. stylish. fun.Found at Four Ways To Spot Markets Ripe For Disruption | Co. Design.

People often say, “Apple doesn’t do consumer research.” This usually precedes an argument against the need for market research of any kind. But the designers at Apple do conduct research–it’s just not the traditional kind found in consumer-behavior textbooks. It’s informal, impromptu, and driven by acute observations of the context in which their products are used. 

Read all (and order the book at) Four Ways To Spot Markets Ripe For Disruption | Co. Design.

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IdeaConnection: Interviews with Innovation Authors: The Right Moment


Always to read about an author and approach that was used by a (former) employer). Approach recommended.


Found at IdeaConnection: Interviews with Innovation Authors: The Right Moment.

“Many new products which are launched on the market are only ‘new to the company’ and usually a variation or, or a successor to, an existing product, or a direct copy of a product form the closest competitor. Research into the introduction of 24,000 new products onto the European market has confirmed this theory.”Creating Innovative Products and Services, page 10

Read all at IdeaConnection: Interviews with Innovation Authors: The Right Moment


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The Rise of Customer Satisfaction

Found at The Rise of Customer Satisfaction.

As Google pursues its mission of making all public knowledge searchable, it has offered a new search tool, the Books Ngram Viewer (ngram being jargon for “word or phrase”). This lets you take a long view on linguistic trends, seeing the usage of phrases across published books over literally centuries.

Covering “just” the last 100 years, the chart below shows the rise in occurrences of customer satisfactioncompared to market research and employee satisfaction. This is as a percent of all two-word phrases in books in this Google search engine (i.e., customer satisfaction peaked at 0.0001% of such phrases). Clearly, customer satisfaction has come from nowhere to overtake market research:

CSAT book mentions 11 year rolling average

This is also an example of how charts can lie

To be continued at The Rise of Customer Satisfaction.

Photocredit: Alberto Pasini


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Systemizing Service Recovery after Surveys

Always prefer these kind of classification. Especially on the 1st day of the working week (because then our csat stats are scheduled). Nice resolution 2011 to create a systematic service recovery after surveys.

Found at Case Management: Systemizing Service Recovery after Surveys.

woman drawing inputs


Market research departments move through four different stages of integrating service recovery into customer satisfaction research:

  1. All customer satisfaction research is anonymous. No service recovery is possible.
  2. Customers can identify themselves and request follow up at the end of a survey. Service recovery is ad hoc.
  3. All customers are identified during CSAT research. Dissatisfaction with specific attributes triggers the transmission of alert emails to customer service representatives, so that they can address the immediate issue.

To be continued at http://blog.vovici.com/blog/bid/49105/Case-Management-Systemizing-Service-Recovery-after-Surveys

Photocredit: http://ridingpretty.blogspot.com/



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