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Broken Guitars and Broken Promises

How Customer Service is Being Transformed by the Growth of Mobile Messaging   

The world watched in astonishment a few weeks ago as a video surfaced of a United Airlines passenger being physically dragged from a plane after he refused to give up his seat on an over-booked flight. The airline’s initial response was almost as catastrophic a PR disaster as the actual event, going into detail on the policies and procedures, but showing none of the human compassion that all of us would expect from a brand that purports to care about its customers.

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  1. Using Research to Revolutionize Innovation Leave a reply
  2. Will your video product delight customers? Leave a reply
  3. Retirement Trends: Plan Sponsors Focus on Financial Wellness Leave a reply
  4. How Institutional Investors React to Marketing Leave a reply
  5. Are Financial Wholesalers Going the Way of the Dinosaur? Leave a reply
  6. I Love My Doctor! Leave a reply
  7. Using Technology to Differentiate Insurance Claim Service Leave a reply
  8. Going Beyond Target Consumers to Drive your Innovation Journey Leave a reply
  9. What will the “winning” video streaming model look like? Leave a reply

Using Research to Revolutionize Innovation

A few days ago, I was in a meeting where someone defended a decision to cut Voice of the Consumer research before new product ideation sessions, citing a 1985 Playboy interview with Steve Jobs. To paraphrase, Apple wasn’t going to … Continue reading

Going Beyond Target Consumers to Drive your Innovation Journey

As Randall Hula noted in Forging a Clear PATH to Corporate Innovation, it is critical to involve the right types of consumers at the right points along the Innovation Journey. Instead of simply focusing on your Target Consumer, it is … Continue reading

How Smart Quantitative Research Optimizes Corporate Innovation

As discussed recently in the blog Forging a Clear Path to Corporate Innovation, involving consumers in the innovation process leads to a richer pipeline of new product ideas. Even in the absence of this approach, companies are constantly generating ideas … Continue reading

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How Georgia Power Uses Research to Optimize Customer Experience

I recently sat down Don Hodson, head of customer experience (CX) at Georgia Power (GPC), to discuss how GPC is maximizing the effectiveness of its CX program. For energy brands that are working hard to create a positive, seamless experience … Continue reading

Are Solar Roads Coming to Your Utility Territory?

Solar roadways have captured the public’s imagination – see, for example, the viral “Solar FREAKIN’ Roadways” video produced by Solar Roadways and viewed more than 22 million times. And we certainly do use a lot of land for roads and … Continue reading

Seeking Right-Brained Chief Customer Officers

Hockey legend Wayne Gretzky once attributed his uncanny ability to read plays to, “I skate to where the puck is going to be.” That concept applies to utility chief customer officers and CX professionals; those who are tuned into consumer … Continue reading

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Retirement Trends: Plan Sponsors Focus on Financial Wellness

Fact-Based Trends From Cogent Reports™    Plan sponsors are increasingly looking for ways to encourage employee engagement with the 401(k) plan. This year two trends are rising to the top. Compared with previous years, more plans are providing employer matching … Continue reading

How Institutional Investors React to Marketing

Insights Powered by Cogent Reports™    Asset managers trying to get the attention of institutional investors must go beyond the typical marketing plan. Getting the attention of institutional investors takes place on a completely different playing field.In contrast to financial … Continue reading

Are Financial Wholesalers Going the Way of the Dinosaur?

Insights Powered by Cogent Reports™    As technology becomes a bigger part of how financial advisors do their job, the need for external wholesalers is diminishing—at least in the traditional sense. To stay ahead of this trend, asset managers need … Continue reading

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I Love My Doctor!

The Role of the Patient-Physician Relationship in Marketing Healthcare   Many of our health system clients have begun to investigate more deeply the patient-physician relationship—a relationship that is complicated, multi-faceted and, for many, vitally important. For example, we’ve uncovered information people rely … Continue reading

Where should I go for care?

Understanding How Consumers Make Healthcare Decisions   It’s day two of my eight-year-old niece’s fever and it won’t break. Before her parents went on vacation, I promised to take care of her. Sure, she wasn’t feeling well, but it was just a … Continue reading

Doctor’s Orders: Why Patient Engagement Matters

Ensuring that patients understand, accept and follow recommended treatment plans is the first step towards the best possible outcome—medically for the patient and financially for the healthcare delivery system. Similarly, physicians are in the best position to individualize this treatment … Continue reading

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Measuring Physician Relationships in a Changing Pharma Environment

Editor’s Note: If your company needs to understand where to focus resources in an increasingly complex, multi-channel world, please join our Life Sciences division for Beyond Sales Effectiveness: A Holistic Measure of Stakeholder Experience on March 29.The world is always changing, and the … Continue reading

Doctor’s Orders: Why Patient Engagement Matters

Ensuring that patients understand, accept and follow recommended treatment plans is the first step towards the best possible outcome—medically for the patient and financially for the healthcare delivery system. Similarly, physicians are in the best position to individualize this treatment … Continue reading

Why Pharma Ethnography is a Critical Investment

In the 1951 Disney adaptation of Lewis Carroll’s Alice in Wonderland, our protagonist finds herself in a bit of a predicament. Eager to catch the White Rabbit as he scurries off, Alice is too large to squeeze through the door … Continue reading

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Broken Guitars and Broken Promises

How Customer Service is Being Transformed by the Growth of Mobile Messaging   The world watched in astonishment a few weeks ago as a video surfaced of a United Airlines passenger being physically dragged from a plane after he refused to … Continue reading

Will your video product delight customers?

This past week, Hulu officially released the beta version of its live TV streaming product. It’s real, and it’s competitive. It enters the fray of many live TV streaming products that have either launched or have been announced, including Sony … Continue reading

What will the “winning” video streaming model look like?

Last month, YouTube TV rolled out its “streaming TV” service in five major US cities. Just before that, Comcast and Hulu announced their “streaming TV” services to join an increasingly crowded marketplace with industry heavyweights like AT&T (DirecTV Now), Dish … Continue reading

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Broken Guitars and Broken Promises

How Customer Service is Being Transformed by the Growth of Mobile Messaging   The world watched in astonishment a few weeks ago as a video surfaced of a United Airlines passenger being physically dragged from a plane after he refused to … Continue reading

Will your video product delight customers?

This past week, Hulu officially released the beta version of its live TV streaming product. It’s real, and it’s competitive. It enters the fray of many live TV streaming products that have either launched or have been announced, including Sony … Continue reading

What will the “winning” video streaming model look like?

Last month, YouTube TV rolled out its “streaming TV” service in five major US cities. Just before that, Comcast and Hulu announced their “streaming TV” services to join an increasingly crowded marketplace with industry heavyweights like AT&T (DirecTV Now), Dish … Continue reading

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