How to Run a Focus Group for Your Business


Typically, this is done through extensive market research -- and one key component of the market research process is running a focus group. Follow Along With a Free Focus Group Questionnaire Template. How to Run a Focus Group. Reach out to existing customers.

4 Ways Your Website Can Replace Focus Groups

Buzz Marketing for Technology

While focus groups attempt to simulate and gain insights on what the customer potentially thinks, nothing can substitute truly anonymous, honest and unbiased feedback. So how are websites replicating—and advancing—the traditional focus group?

Ten tips for customer reactivation


Are you looking for the best ways to reactivate dormant customers and reduce churn? Consider which of these may be the most applicable to your business, your customers, and your objectives. The longer a customer is inactive, the more likely an eventual defection.

Why Focus Groups Are a Waste of Money for B2B Marketers

B2B Marketing Traction

I’ve never been much of a believer in focus groups for market research. They are expensive and, like some, I believe that focus group dynamics lead to group think, which may not amount to true customer response.

5 Focus Group Questions to Feed Your Content Marketing


Customer focus groups are moderated Q&A sessions with your customers, and as marketers know, they can serve as invaluable opportunities to test products and theories with your end users. So how can you make the most out of customer focus groups?

Is social media all the market research you need?


It is all about understanding customers and their wants, needs and values. In the fast-paced world we live in, carefully constructed research that focuses on identifying customer underlying needs and enables segmentation has largely fallen out of favor. Photo credit: Wikipedia.

Listening to Your Customers In the Digital Age

The Effective Marketer

“You can’t just ask customers what they want and then try to give that to them. What do customers want? Let’s do a focus group and find out. In an interesting BusinessWeek article dating back to 2005, titled “ Shoot the Focus Group ”, the author states that although there are plenty of examples and ample evidence that Focus Groups fail time and again, companies keep using them. So, what’s the problem with focus groups?

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What Facebook Graph Means to Marketing Intelligence

Sales Intelligence View

Many pay a ton of money to have research companies conduct surveys or for special customer intelligence data lists, but more social and dynamic methods are now available. Many still rely on costly, time-consuming focus groups that don’t always gather accurate audience opinion.

How Did We Do??!! How (Not) to Ruin the Customer Experience by Asking for Feedback


For most of corporate history, most companies haven’t really wanted to hear from their customers. Companies for decades ran focus groups and test markets, and of course monitored sales success. ” Customer experience is really important.

The Limits of Crowdsourcing

Modern Marketing

Yes, says Peter Fader , marketing professor and co-director of the customer analytics initiative at the Wharton School at the University of Pennsylvania. And Q&A sites like Focus and Quora have recently tapped into the world’s collective wisdom to rank whose answers to certain questions contain the greatest nugget of truth. A smaller group on internal experts might conceptualize a few ideas or products, then ask the crowd for feedback on what to lose or keep.

New Approaches To Understand Customers Needed In A Digital Transformation World

Tony Zambito

Strikingly, in these same few years, you will also find developing customer understanding also on the list of CEO priorities. What is changing in the past two years, is that CEOs are focused on globalization and digital transformation. Illustration by Nikita Kozin.

Customer calls: Using call insights en masse for better marketing


Calls with customers are one of the richest sources of insight that we’ll get, yet this data is very rarely used effectively. Marketing starts with understanding customers. As marketers our job is to gather every data point we can, to understand who our customers are and then clearly communicate these insights with the rest of our business. Marketing makes the customers real, bringing their needs and desires to live and helping businesses more effectively serve them.

What Tom Hanks Taught Me About Customer Intimacy and Keeping our Brand Promise


You’re not expecting to learn about customer intimacy or marketing while watching a Tom Hanks movie released nearly 30 years ago. One of the challenges with quick growth – and the pursuit of a sale regardless if it’s a good fit – is that the customer likely is not going to be happy, and unhappy customers are unlikely to renew. It may be impractical for someone in marketing who’s based in one city to get out and meet a customer in another city or another country.

How familiar are you with your customers?


But how well do you really know your customers. I’ve been talking to a number of marketers from a cross-section of companies over the last few months, and I am afraid that from my vantage point, the answer is that we don’t know our customers well enough.

Why Understanding Pain Is the Key to Customer-Centric Marketing


For a brand to truly provide a helpful solution, customers must have a pain point for you to address. Your goal, as a customer-obsessed marketer, should be not only to fix the pain point but to provide an antidote for the pain itself. Is emotion a part of your customer journey maps?

The Future of CRM is Customer Engagement

Marketing Action

What’s the future of customer relationship management (CRM) and what does it take to create lasting customer engagement? He’s the managing principal of The 56 Group , a consulting firm, and describes himself as an “absolutely ardent New York Yankees fan.”. Both customer-centric.

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Driving action from a customer satisfaction programme


Most companies have a customer satisfaction research programme in place, but not all are made equal. Some are active agents of change – they spur the organisation to act, building stronger customer relationships, boosting customer loyalty and ultimately improving commercial performance. So, how do you ensure that your customer satisfaction programme makes a positive difference? A small set of customer satisfaction KPIs should also be set and reported at Board level.

Customer Obsession? Really?

Eric Mower + Associates

We hear the call, “Be obsessed with the customer! Recently, the ANA (Association of National Advertisers) asked for my thoughts about Customer Obsession for an article on business-to-business marketing. It’s not customer only. The post Customer Obsession?

Driving action from a customer satisfaction programme


Most companies have a customer satisfaction research programme in place, but not all are made equal. Some are active agents of change – they spur the organisation to act, building stronger customer relationships, boosting customer loyalty and ultimately improving commercial performance. So, how do you ensure that your customer satisfaction programme makes a positive difference? A small set of customer satisfaction KPIs should also be set and reported at Board level.

5 Things Your Business Must Consider About Outsourcing Customer Research


As buyers change, organizations are working to stay on top of shifting trends and customer preferences. At a deeper level, customer research can reveal what’s going on in the minds of buyers, giving companies critical insights that can guide strategic decisions. Keeping with this metaphor, many marketers choose to enlist the help of a personal trainer when it comes to buyer persona or related customer research. Customer research is a skill set.

Habits of Customer-Centric Marketers: Q&A with Donna Danis


In a recent study we read, the role of marketing is changing to become the chief advocate for customers. Customer-centricity is a competitive advantage! We tapped into the growing Cintell community for perspective from the front lines of customer-centric marketing.

Why do you need social media listening to understand customers?


Clients speak with me all the time about all the things that they do to understand customers. They use focus groups, surveys, Net Promoter Score, brand trackers, and probably the Long Island Medium. The post Why do you need social media listening to understand customers?

Consumer Insights: Why the Customer Isn’t Always Right

Modern B2B Marketing

Being out of touch or tone-deaf when it comes to your customer base could even alienate or deeply offend them. Social Media: The ‘New’ Focus Group for Consumer Insights. Focus groups have been around for nearly a century.

Inside SAP’s Customer Loyalty program

Integrated B2B

In her role as Customer Experience Director for enterprise software giant SAP’s Customer Office EMEA, Mette is responsible for a customer loyalty program that leaves most other programs far behind in terms of maturity and sophistication. To illustrate the underlying thoughts in SAP’s customer loyalty program, Mette began her talk with a personal story. “I In short, he epitomized the idea of a great customer experience.”.

Building Character: How to Design Buyer Personas That Align With the Customer Journey

Content Standard

With the drive toward omnichannel marketing picking up speed, brands run the risk of adopting a one-size-fits-all mentality to customer journey mapping. The problem here is that even the best brand can’t meet one customer’s every need.

4 Ways to Elevate Your Brand by Improving Customer Experience

Launch Marketing

By 2020, customer experience (CX) is expected to overtake price and product as the key brand differentiator ( Walker study ). Is your organization treating the customer experience with that level of importance? Are you leveraging data to unlock and validate the voice of the customer?

Do you really know your B2B customers?

MLT Creative

During the recent Photoshop World in Orlando, I was selected to be part of a small focus group of alumni members for a discussion about their membership publication, Photoshop User. I sent back my responses and, in a few days, was notified that I had been selected for the focus group.

What Type of Customer Experience Do You Deliver?

Measure Up Marketing

Customer Experience (CX) is one of the most highly discussed topics in organizations today. By definition, CX encompasses all interactions across the entire life cycle of the customer relationship. In addition, the study revealed a significant difference in perceptions between what executives think about the experience that they provide customers, versus what customers think about the experience that they receive.

How Empathy Will Grow Your Sales and Marketing Pipeline

B2B Lead Generation

We have more marketing channels and more content than ever before, but it’s become harder to actually connect with customers. Today’s crazy-busy customers are weary of pitches, cold emails, hype, and manipulative messages, and as a result, they tune them out.

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Social Media as a Customer Service Tool: Why Your Brand’s Online Strategy Can’t Ignore This Outlet

Content Standard

Social platforms provide brands the ability to communicate with their customers and gain new ones, too. Through offering exceptional, personalized, and swift customer service. This is what staying on brand with your social media customer service is all about.

The Emerging Importance Of B2B Ethnography To Buyer Personas

Tony Zambito

Better, deeper, insightful, and well-rounded understanding of customers and buyers is on the top of the list for many CEOs and CMOs today. In recent studies by IBM and other research studies on CEO sentiments, customer insight and understanding are identified as a top focus for CEOs.

“Better Customer Journey Analytics are Critical,” says Red Cross Loyalty Lead


He spent the last 3 years focused on customer experience initiatives and analysis and customer journey discovery. Andrew is a former Loyalty360 Gold Award winner in the category of Brand Messaging and Communication in the Customer Experience category.

Finding Your Ideal Customer: A B2B Guide to the Right Audience


Not only did the campaign miss the mark, but it also created negative press for the brand (and it likely caused them to lose some customers, too). . Research Tips: Looking for Trends in Your Customer Base. . Needs features like quick access to a customer's past orders.

Your Audience Called. They Say You’re Fired.


Here’s how Joe Pulizzi frames this idea for content marketers, specifically “ content marketing non-believers ”: “Your customers don’t care about you, your products, your services…they care about themselves, their wants and their needs. There was no talk of customers.

11 Ways to Give and Get Customer Love


Your customers, that's who. After all, it's really those customers of yours who are paying for that romantic dinner tonight, right? Luckily, there's not as much pressure to show your love to customers on Valentine's Day as there is to show your significant other.

The Ultimate Guide to Developing Buyer Personas (with Templates!)

Single Grain

It’s no surprise that consumers are more likely to trust recommendations from people they know or even customer reviews, as opposed to advertising: So what is it that makes personal recommendations so powerful? Dive Deeper: 3 Ways to Personalize the Customer Journey Experience.

8 Questions to Steer Your Marketing Priorities

B2B Lead Generation

Steer Toward Your Customers. Marketing optimization demands that you know where to find your customers – that you know what they value, where they’re looking, and how they want to buy. She says it requires nothing more than speaking with seven to 10 customers.