Survey fatigue

I’ve just completed a survey handed to me at Euston station the other day. It’s one of those standard multiple choice jobbies. Don’t ask me why I did it I generally dislike these things intensely. It’s a 4 page effort and I was bored after page 1. The first question on page 2 is one […]

The tyranny of the explicit in marketing

I’m continuing to have thoughts in response to reading Herd probably because Mark Earls’ position so often reverberates with mine. There’s nothing like having one’s prejudices supported. Like me Mark enjoys taking potshots at market research. In particular, the effort to read the minds of individuals in search of the magic insight that will become […]

The “I love data” guy

Oh another nice moment from the IMC conference was running into Bill Tancer. Bill was on a panel I moderated and introduced himself as someone who loved data. And he clearly does. Which is great. There are plenty of folks who say metrics are important, and many of them sound like bad parents, moralising not […]

MRS conference

James and I put in an appearance at the Market Research Society Conference in London yesterday. We gave a short talk about Blogging and listened in on an earlier session on Word of Mouth chaired by Mark Earls of Ogilvy. There were some interesting ideas and insights from panel and audience and I was struck […]

Two sorts of consultation

By accident two British Government efforts at consultation have come my way today. The first is contained in the Guardian News Blog, where this article, How should we fund an African NHS? appears. At the foot of the article is this intriguing paragraph: Guardian Unlimited readers can post their thoughts below or direct to Hilary […]

Bypassing the middleman in market research

I’m reading John Seddon’s book on quality management, I want you to cheat!. It challenges conventional ideas of managing quality through service guarantees and measurements. He contrasts two approaches to using customer feedback. One bank employed a firm of consultants to do “mystery shopping” in its branches, leading to staff discontent at notions of spying […]

Millie the 80-year-old videoblogger

Good post by Jackie Huba about an 80-year-old videoblogger. Market researchers pay handsomely for this kind of research, yet it’s unclear how many companies scan the web for free Millie research. We know Coca-Cola Company doesn’t. Here’s an idea: Send customers webcams to record video diaries about them and your product. Encourage honest open and […]

Conversing with customers

Jennifer Rice has just added an interesting post on Talking with Customers. Essentially saying ethnography (ie watching what people do) is great AND talking to folks is also pretty good – even if it’s true that sometimes people make predictions about their own behaviour that aren’t true. An important Yes And by Jennifer. And my […]

Trained hoplessness

Rick Rappe at The Customer Service Survey points to this article by John Goodman and Cindy Grimm in ICCM weekly: Beware of Trained Hopelessness. Essentially, they speculate that fewer and fewer customers now bother to complain… so the old saw about their being 10 problem-sufferers for every explicit complaint is optimistic.One of TARP’s behavioral psychologists […]

Adaptive conversations

I don’t often write about market research these days. There’s only so much mileage in berating a moribund industry. But I thought Greg Clemenson’s post on adaptive conversations was interesting. Ok not exactly storming the MR bastille and releasing the thousands of underpaid street interviewers and bored respondents… but hey, at least reintroducting a little […]