by Richard Jenkins | Oct 19, 2011 | Consumer and brand behaviour, Industry News and Trends
A significant proportion of customer satisfaction surveys out there are not really research surveys, they are just customer engagement exercises masquerading as survey research. We have all had these…. on their face they look like surveys but if one looks...
by Richard Jenkins | Aug 12, 2011 | Consumer and brand behaviour
The best brands provide a consistent customer experience that reflects their core value proposition. Everything they do (and how they do it) contributes to the same image of the brand. Unfortunately, many companies fail to recognize the link between the customer...