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Loyalty Has Benefits On and Off the Field

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With Super Bowl LII behind us, the professional football season of 2017–2018 is over but a tremendous amount of loyalty remains among New England Patriots and Philadelphia Eagles fans. One doesn’t have to spend too long watching an NFL game to witness what loyal fans will do to cheer on their team in the pouring rain, sub-zero temperatures, or near-whiteout snowfall. The feeling of support and allegiance from fans for their teams is palpable.

What drives fan loyalty? The team, an individual player, the coach, the owner or various combinations of all of the above. Influence on loyalty from a combination of factors also holds true for investors working with advisors and other investment professionals and their respective firms. In fact, the industry average loyalty to an investment firm among advised investors is substantially higher than among the overall affluent investor population, indicating that the inclusion of a financial advisor or other type of investment professional offering advice is key to client loyalty, referrals and retention. Continue reading

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Personalization Is Not a Technology Problem—It’s an Insight Challenge

Retailers that can’t deliver a personalized experience are at serious risk of becoming irrelevant soon. According to a study from Accenture, 75% of shoppers are more likely to do business with companies that recognize them by name, offer relevant recommendations … Continue reading

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

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Why Do Regulated Utilities Care About Their Brand?

At Market Strategies, we’ve recently seen an uptick in utilities wanting to better define and manage their brand. I recently sat down with Claire Maglione, New Jersey Natural Gas’ (NJNG) manager of customer experience, to discuss how they’ve approached their … Continue reading

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Loyalty Has Benefits On and Off the Field

Insights Powered by Cogent Reports™    With Super Bowl LII behind us, the professional football season of 2017–2018 is over but a tremendous amount of loyalty remains among New England Patriots and Philadelphia Eagles fans. One doesn’t have to spend … Continue reading

Is ESG Investing Relevant in the Institutional Market?

Insights Powered by Cogent Reports™    Environmental, social and governance (ESG) investing is continuing to impact the wealth management space. As individual investors become increasingly concerned with the ethics and environmental impact of the companies they are supporting, they are … Continue reading

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Five Ways to Improve Survey Response Rates Among Physicians

When doing healthcare research, physicians are one of the most coveted audiences. The challenges of capturing the attention of physicians are many: Increasing off-hour virtual care appointments Inundation of information and social media Gatekeepers One of the most common questions … Continue reading

New Research: Pharmaceutical Companies are Overlooking a Key Audience

I never used to pay attention to anything in the healthcare industry. As someone young and healthy with no medical conditions, I rarely went to the doctor and ignored drug commercials. That all changed when I met my husband. After … Continue reading

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New Research: Pharmaceutical Companies are Overlooking a Key Audience

I never used to pay attention to anything in the healthcare industry. As someone young and healthy with no medical conditions, I rarely went to the doctor and ignored drug commercials. That all changed when I met my husband. After … Continue reading

Measuring Physician Relationships in a Changing Pharma Environment

The world is always changing, and the pharmaceutical industry is no exception. The Way Things WereCustomer experience research in pharma used to be heavily centered on sales representative performance because they were the “face” of the pharma company and the primary … 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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What I Really Want For Christmas Is … Streaming Video that Meets My Needs!

With 73% of the population regularly streaming video, consumers are racing to get streaming-capable devices for the holiday season. Not only has it been reported that Amazon accounted for half of all online Black Friday sales, its own Fire TV … Continue reading

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What I Really Want For Christmas Is … Streaming Video that Meets My Needs!

With 73% of the population regularly streaming video, consumers are racing to get streaming-capable devices for the holiday season. Not only has it been reported that Amazon accounted for half of all online Black Friday sales, its own Fire TV … Continue reading

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