ResearchTalk

We’re just back from the excellent two-day European Customer Experience Event where folks from Zappos and Harley-Davidson talked about how they build their ‘wow’ experience.

It’s our first time there and, to be honest, not the usual beat for us. But it should be – both for us and the insight community in general. Researchers who do anything related to loyalty or customer service should be attending this type of event because they get to meet the folks who actually put their work into practice – customer experience and service heads from major organisations, public and private.

We’ll blog more with some things that caught our eye. But first, in what’s becoming a tradition, here’s a wrap-up chat with three fellow delegates in which we talk highlights, learnings, customer experience in the public sector, digital natives vs. immigrants, behavioural economics, engendering loyalty by charging people (!), transparency and authenticity, convergence, and improvements for next year. Enjoy!

STARRING:

• Brian Koma, VP Research, Vovici
• Sharon Bayliss, London Borough of Hammersmith & Fulham
• Toni Blumeris, MD, Harding & Yorke (S. Africa)

Just back from ESOMAR’s superbly organised and networking-friendly Berlin Congress and the first order of the day is to congratulate the award winners, pretty much all of whom have featured on RT.

So, congrats to…

• Best case history: Mike Cooke and Phyllis Macfarlane, GfK NOP (review)
• Best methodological paper: Orlando Wood, BrainJuicer (review). Orlando is a rising star – incredible gravitas for one so young
• Best overall paper (Fernanda Monti award): Mark Earls, Herd Consulting. No surprise to us, we were fans of Mark’s herd work before it rose to its current level of popularity
• ESOMAR excellence award for standards of performance in market research (John Downham award): DVL Smith, DVL Smith Group. David’s known for having given back more than most to the industry

We shot a bit of video while there and will endeavour to get it up over the next few weeks. It includes conversations with some of the keynotes

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 ESOMAR CONGRESS ‘07  In the second of three preCasts ahead of this year’s Berlin-based Congress event, well known industry figure David (DVL) Smith chats with Orange’s Nick Bonney and CRAM International’s Peter Cooper about the fuss around new research techniques and the skills needed to move the sector forward. All three gents will be speaking at Congress

CAUTION: We apologise for the below par audio quality

Listen to other podcasts in this series

 STARRING 

• DVL Smith, Director, DVL Smith Group (Host)
• Nick Bonney, Head of Market Insight, Orange
• Peter Cooper, Chairman and CEO, CRAM International

This is an ESOMAR sponsored podcast and is published according to our yumminess policy

Listen to the podcast here

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Once you go down a road strategically, you end up in a what you may call a path dependent position…from which it’s very difficult to turn back
(Andy Dexter)

 BIG Conference  In this, the final podcast in the run up to the BIG Conference, Andy Dexter makes the case to Steve Wills for a pure consultancy focused completely on insight. But while he makes a persuasive case, can he convince Steve that he has thought through the many issues surrounding talent? Listen to find out

Listen to other podcasts featuring Steve

 STARRING 

• Andy Dexter, founder and Managing Partner, Truth Consulting
• Steve Wills, co-founder and MD, Customer Insight Solutions (Host)

Learn more about BIG Conference 2007

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 GUEST  Ian Wright, MD, OTX Europe

 TOPICS  From $0 to $3m turnover in 9 months; the consumer appetite for video downloads and implications for the movie industry; the first free legal music download service; MR industry letting down graduate trainees; virtual reality research; validating the link between emotive advertising and strong brands

 NOTABLE MENTIONS  AOL, BMRB, (Sony) Bravia, David Brandt, Disney, Honda, IPSOS, MRS Conference, Robert Heath, RSL, Shelley Zalis, Universal Music

Music 2006 Pl@stic Soul and Geoff Smith from the PMN

Series:MarketingTalk Series:AdTalk
Series:Weekly

 GUEST  Lucy Green, VP of Marketing, Nielsen//NetRatings

 TOPICS  Cinema advertising income up 10%; Surveys can influence purchase decisions; BIG summer party; ESOMAR Congress preview; Weekly show hiatus
NETRATINGS: Internet survey meters; Panel size; Privacy issues; NetRatings vs. comScore; Social media/blog/podcast measurement; NetRatings rolls out expanded panel; Custom analytics; NetRatings vs. online researchers

 NOTABLE MENTIONS  BIG, comScore, David Riley, David Smith, Duke University, ESOMAR Congress, Gailynn Nicks, Gavan Fitzsimons, Gfk NOP, Google, IAB, Illuminas, IPSOS, Nick Thomas, Nielsen Media Research, Phyllis Macfarlane, Royal Bank of Scotland

Music 2006 Pl@stic Soul and Irene from the PMN

Series:MarketingTalk Series:AdTalk
Series:Weekly