This week I am celebrating 15 years with Market Force, and it has been a remarkable journey, especially through the highs and lows of the business world. Reflecting on this..
The brand equity is strong with iPhone, but there are limits. Although iPhone continues its dominance across devices (93% loyalty), under the covers, it doesn’t win among..
The 2023 Wireless Panel Study is like a popularity contest for wireless carriers and smartphones, where everyone gets to vote for their favorites. Market Force Information..
When brands don’t meet their growth and profit goals, they look to cut the budget. These joint research findings definitively make the case that CX investments should be one of..
Consumers try online ordering from you once, and if they have a dissatisfying experience, won’t try it again. You will need to deliver a great customer experience, and our..
Financial metrics are an obvious metric—but tend to be in the rearview mirror. In Market Force’s modeling work, we have found that both delivery to brand standards and customer..
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or Top Box Overall Satisfaction (OSAT) as the key customer experience metric. That..
The Service-Profit Chain is a theory and business model evolved by a group of researchers from Harvard University in the nineties. Simply, brands that invest in their people see..
