The Evolution of Customer Experience and the Rise of Data-Driven Insights
This week I am celebrating 15 years with Market Force, and it has been a remarkable journey,...
Market Force Blog: Market Research
Apple vs Samsung and Google: Consumer Favorites in 2023
The brand equity is strong with iPhone, but there are limits. Although iPhone continues its...
Market Force's 2023 Wireless Carrier and Mobile Device Results Are in!
The 2023 Wireless Panel Study is like a popularity contest for wireless carriers and smartphones,...
Linking CX Investments To Financials: What The Research Says
When brands don’t meet their growth and profit goals, they look to cut the budget. These joint...
Understanding Consumer Experiences With Grocery Shopping Online
Consumers try online ordering from you once, and if they have a dissatisfying experience, won’t try...
It Takes Two; a Customer Experience Measurement Strategy
Financial metrics are an obvious metric—but tend to be in the rearview mirror. In Market Force’s...
On Metrics: Brand Recommendation or Satisfaction with the Experience?
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or...
How An Optimized Service Profit Chain Can Increase Performance
The Service-Profit Chain is a theory and business model evolved by a group of researchers from...
Using Customer Experience Analytics To Predict Fuel Sales
Using the power of customer experience analytics and sophisticated causal financial modeling, the...