Leaders in Innovative Research Solutions

Overview for MR-business

  • CX : Expectation Satisfaction Gap vs NPS

    The buzzwords of the last two or three years in marketing and market research have been ‘Customer Experience’, ‘Customer Journeys’ and ‘Insights’. The analysis from these types of projects have mainly focused on three measures – NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer …

    Phil Hearn
    Author: Phil Hearn - Date posted: 25 February 2018
    Category: MR-business - Tags: CX, NPS, Expectation-Satisfaction-Gap, Customer-Experience, CSAT, CES
  • Why MRDC says “no” to some potential customers

    How many times have you heard a customer say to you “I hope you are making a good profit out of our work”? Probably, never. Possibly, once. It’s our business to make sure that we make a profit. If we don’t, we will not exist for long. Whilst running a profitable business is important, it also im…

    Phil Hearn
    Author: Phil Hearn - Date posted: 21 January 2018
    Category: MR-business - Tags: trust, products, services
  • The accuracy of Social Listening data

    Data Quality in Social Listening This article looks at the quality of data in Social Listening analytics. Getting hold of data these days is easy. Data is plentiful too. Getting bad data is easy. Getting false interpretations of data is easy. The argument that big data must be accurate because t…

    Phil Hearn
    Author: Phil Hearn - Date posted: 3 January 2018
    Category: MR-business - Tags: social-listening, accuracy
  • Hi, Hey, Dear or Hello

    How do you like to be addressed in an email and how do you like it to begin? What do you do when you write an email? Today’s junk I received an email today that started “GREETINGS PHILIP!!!”. I didn’t like the opening, which I will come to shortly, but I soon stopped reading when I realised t…

    Phil Hearn
    Author: Phil Hearn - Date posted: 15 December 2017
    Category: MR-business - Tag: email
  • The 7 Step Software Evaluation Approach

    My company is both of a user of several software packages and a vendor of software packages. Whilst I have worked in the marketing and market research sectors for many years, I think this 7 Step Software Evaluation Approach works in any market. Carrying out effective software evaluations is importa…

    Phil Hearn
    Author: Phil Hearn - Date posted: 19 October 2017
    Category: MR-business - Tags: software, evaluation, business, trial
  • Using Social Listening and Online Communities to Optimise your Research

    As the times change and technologies evolve, it is important that all industries and professions adapt to stay relevant. That of course includes market research. Nowadays, social listening and analytics is (or at least should be) an integral part of market research and customer insights. Adding …

    Emily Rose-Talbot
    Author: Emily Rose-Talbot - Date posted: 21 August 2017
    Tags: social-listening, communities, communities247, listening247, analysis, data, research, online, reporting - Category: MR-business