Market research news
The blog of the market research agency IntoTheminds lists opinionated articles, examples of alignment with marketing theory, highlights and bad buzz, carefully selected by Pierre-Nicolas Schwab, his team and influential experts.
How does Air France – KLM deal with customer’s satisfaction?
By Pierre-Nicolas Schwab •
After I blogged last week about Accor and the way they deal with satisfaction in their annual report, I thought it might be interesting to do the same exercise for another company. Researches based on the analysis of annual reports have…
The effects of word-of-mouth over time
By Pierre-Nicolas Schwab •
In this article, I propose to take a look at word-of-mouth, its effects, but also what causes it. You will also find an interview we conducted with one of the world's leading specialists in customer satisfaction. The effects of word-of-mouth…
And what if Ryanair was a model of customer experience management?
By Pierre-Nicolas Schwab •
And what if Ryanair was a model of customer experience management? This is the somewhat provocative opinion developed by Bruce Temkin on his blog "customer experience matters". His conclusion resonates as a meaningful message: "A bad customer experience does not…
Loyalty and customer satisfaction in online commerce
By Pierre-Nicolas Schwab •
A study by Taiwanese researchers recently caught my attention. It is studying the link between the online interface (that is, the website) and customer loyalty. Researchers have pointed out that while the satisfaction factor is considered one of the most…
An increadible experience: visit to the Blancpain manufacture
By Pierre-Nicolas Schwab •
Today's post will be slightly different and longer than usual to provide watch lovers less interested in marketing aspects with more technical information.
