Customer experience

  • MRS B2B research conference notes ORC Field Trip: Notes from the MRS B2B Research Conference
    July 4, 2018
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    We took a quick field trip last week to attend the Market Research Society B2B Research Conference and scope out the latest in the world of insights. From what we saw, change is aplenty in 2018, with the industry...

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  • tailored marketing Creating emotional connections through tailored marketing
    June 28, 2018
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    “Human behaviour flows from three main sources: desire, emotion and knowledge” – Plato

    Those of you who have experience in planning a wedding will appreciate how consuming this major life event can be. 

    It seems that everywhere you look you...

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  • customer experience survey 5 lessons from B2B customer experience studies to fire up your strategy
    June 25, 2018
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    Returning from a recent client debrief, I was reminded yet again how similar some of the key themes and insights emerging from B2B key account and supplier relationship studies are, regardless of the sector (and yes, I have become...

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  • GDPR and the insights industry The truth about GDPR and the insights industry
    May 31, 2018
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    There is no doubt the leading story from a quality and compliance perspective this year has been the start date for enforcement of GDPR legislation... and what a ride it has been!

    Interpretation of the new directives has been mixed...

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  • how to make your b2b customers feel more valued 8 gestures to make your b2b customers feel more valued
    April 25, 2018
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    Returning from maternity leave is always daunting – but my recent experience has been very positive, largely due to the little touches that my team and, in particular, my boss arranged for me. As you can expect, this has...

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  • Love Guru Introducing ORC’s Love Guru
    February 14, 2018
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    We’re seeing some exciting shifts in the types of relationships our clients are looking for over the last 12-18 months, with more of the organizations we are working with asking us for broader and deeper support with their people...

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  • Inclusive brands Inclusive brands and positive association
    October 7, 2016
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    Twelve million people in the UK have a disability. Would you say that this is reflected in your daily life or in the media? It’s actually quite astounding to think that 2016 saw the first ever TV ad to...

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  • Morrisons employee Morrisons – taking a different approach
    May 26, 2016
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    If you have a social media account anywhere, you’ll no doubt have seen the great story that a mother posted on Facebook about her trip to Morrisons in Basingstoke.  

    It’s not easy taking children shopping – most of them...

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  • Customer loyalty Make a positive in-store impression, earn customer loyalty
    December 15, 2015
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    In retail, brand power is about more than being well liked. When surveyed, only 29% of customers have consistently high expectations of a retail brand they recently shopped, despite 75% of them saying it’s a brand they like. Low...

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