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Archive for April, 2010

Attention Researchers What Kind Of Customer Satisfaction Programs Do You Have In Place?

Friday, April 30th, 2010

Lots of the readers of the blog are involved in market research. They sell market research and they partner with market research companies. Here is the million dollar question:

  • Do they use market research to move the business forward?
  • Do they use a formal customer satisfaction program to keep in touch with their clients?
  • Do they formally follow up after proposals and projects to see how they do?
  • Do they tabulate the information and discuss it in meetings?
  • Do they react to the findings and adjust business practices?

All good questions to really think about. With our business we have a few programs in place. After a project is complete we send out an online survey called Client Voices. This is our customer satisfaction tool that has been in place for years. We have tremendous trending information and constantly are discussing it and making decisions based on the feedback. In addition any score that we deem as low, I personally call the client and discuss the project in depth. Also we have company awards given out on an annual basis and one of the awards is a client delight award which is given to the team with the highest customer satisfaction score.  In addition to this program, we have another one called Proposal Voices. This is an online survey that we send out three weeks after we send a proposal. Again we tabulate this information and use this as a key management tool.

  • What do you do?
  • Do you have a formal process in place?
  • What are the recent learnings?
  • What decisions have you made based on the feedback?

I look forward to hearing from you.

Ok You Are In A Casino And Gambling — What Are You Playing?

Wednesday, April 28th, 2010

I was just speaking to a friend of mine who was telling me about his vacation and included how he did in the casino. He was there for a week and held his own. He said he ended up losing $200. I was asking him what games he enjoys the most. So today I really want to focus on what are you playing when you are in a casino?

I will admit I do enjoy going to Vegas or an island and going into a casino after dinner. I wouldn’t say I am a big gambler at all. I enjoy it as an experience. Here are a few of the games I play and why:

Poker – really enjoy the strategy and getting to analyze the people at the table. It can be fun meeting new people and hearing about their experiences.

Blackjack – if I only have 15-30 minutes I will play blackjack. I enjoy the game but can’t play it for hours or I will get bored

Craps – I will only play with a friend of mine S.S. Over the years he has shown me the game, discussed strategy and I will admit I like the fast paced game and excitement that a “hot” table can generate.

Ok your turn:

  • Do you like to gamble?
  • What games are you playing in a casino?
  • What is your favorite casino?
  • What is your favorite island casino?
  • What is your most memorable story that you would like to share?

I look forward to reading your comments.

Time Again To Be A Resource

Monday, April 26th, 2010

Anyone who has been in one of my presentations has probably heard me say, "You need to BE A RESOURCE! BE A RESOURCE to your clients, prospects, friends in the industry etc." I am sure this sounds familiar to many.  About a year ago I had a posting about industry reports that we would make available to the readers of the blog. This posting was very popular so I thought I would do it again in 2010.

Over the past few months,  I have been reading a number of interesting reports on what is happening with the economy and with other companies. In the spirit of BEING A RESOURCE, I thought I would share those reports with you. Rather than posting all of them, I will make them available to anyone who asks. All you need to do is post a comment on the blog as to which reports you want. In return I will email them to you. The only requirement I have is you read them and post a comment about your thoughts on the report and whether it helps you. Sound fair?

Here are the five FREE available reports:

  1. Marketing Research Association – Research Industry Index (RII) March 2010
  2. Rockhopper Research – Research Industry Trends 2009 Report
  3. Rockhopper Research  – Research Industry Trends Monitoring Group 2009 Qualitative Research Report
  4. Trend Watching – 10 Crucial Consumer Trends for 2010
  5. Anderson Analytics Marketing to Women Social Network Services (SNS) Factoids March 2010

I can assure you they all are very interesting. Some of them are specific to the research industry, while others are more general and have value for any business. Okay, in order for me TO BE A RESOURCE, at least a few people need to request the reports.

  • Okay, who wants a report?
  • Once you read it what did you think?
  • Did it provide value to you?

I look forward to hearing from you.

What Streaks Do You Currently Have Or Have Had In The Past?

Friday, April 23rd, 2010

Earlier this month I was able to go to the Texas Rangers opener vs. the Toronto Blue Jays. What a great day; the weather was perfect. I was with 5 other guys who love baseball and the Rangers had a come from behind win. When I started to think about going to opening day I realized that this was my 6th Ranger opening day in a row. I paused for a minute and thought of other streaks that I currently have or had in the past. Here are a few that I came up with:

  • I have been to California at least once a year for 24 straight years
  • I haven’t missed a workout more than two days in a row for 5 years
  • I have never called in sick while working for M/A/R/C Research
  • I was on the MRA National board for 2190 days

Now your turn – think about some of the streaks you have been involved with.

  • Have you gone to the same vacation spot year after year?
  • Do you visit the same people every holiday?
  • Do you try and read a book every month?
  • Do you take the same vacation week off every year?
  • Have you moved xxxx amount of years in a row?
  • Perhaps you have attended an MRA conference every year since ______________?

I look forward to reading your comments and hearing about your streaks.

Attention Researchers: Did You Hear The News . . . ARF, CMOR, CASRO, ESOMAR, MRA And QRCA Are Looking For A Spokesperson

Wednesday, April 21st, 2010

I thought maybe that would grab your attention. Basically let’s assume that all the research organizations got together on a joint project and were looking for a spokesperson for the industry. We would have one person that could be highlighted in ads, online videos and on TV. That person could be you! This person would be paid $100,000 per year to be the spokesperson and share their thoughts about this great industry and how important it is to the success and failure of companies. You could say whatever you wanted!

  • What do you think?
  • What would you say?
  • What would you highlight in your message?
  • Would you mention certain products/services that benefited from market research?
  • Would you include some of the most famous researchers like Arthur Nielsen, George Gallup and JD Power?
  • How would you convince people how important market research is to companies?

I look forward to reading your comments and hearing what your message would be as the NEW market research spokesperson!

Who Are Your Favorite NFL Players That Turned Into Movie Stars?

Monday, April 19th, 2010

I was watching the remake of the Longest Yard last week that starred Adam Sandler, Burt Reynolds, Michael Irvin and a number of former NFL stars and it got to me thinking about what former NFL players tried to make it on the big screen — in Hollywood. Quickly I came up with a list in no particular order:

  • Jim Brown
  • Brian Bosworth
  • Michael IrvIn
  • Bubba Smith
  • Deacon Jones
  • Alex Karras
  • Fred Dryer
  • Howie Long
  • Brett Favre
  • Jim Kelly
  • Dan Marino
  • Dick Butkus

Funny . . . the list is a little longer than I thought. 

  • Who did I leave out?
  • Who is your favorite NFL player turned Hollywood star?
  • Who do you think is the worst actor that came from the NFL?
  • I wonder if anyone of them won an Academy Award or another award

I look forward to reading your comments.

Attention Basketball Fans: Who Will Win The NBA Crown?

Friday, April 16th, 2010

Ok I will admit that I do have two favorite NBA teams! One is in the Eastern Conference (my beloved Boston Celtics). And . . . having been in Dallas for 5+ seasons has transformed me into a big Dallas Mavericks fan. The Mavs of course, play in the Western Conference.

The question is who will win the NBA Championship this year? Wow. To me I don’t believe it is an easy call. All eight playoff teams in the West have at least 49 wins and only 7 games separate the best record in the West: LA Lakers and Oklahoma City. An injury here and there and anyone can win. A team gets a great matchup or gets hot, the next thing they know they upset a higher seeded team. FYI  – the Hottest team in the West is the Phoenix Suns  who are 8-2 in their last 10 games.

In the East, wow. Would love to say the Celtics are going to do it. Some would say they have been coasting for a month and waiting for the playoffs to turn it on. Not sure I buy that. And, by the way, they will probably draw the toughest first round opponent–the Miami Heat–who happens to be the hottest team in the NBA with a 9-1 record in their last 10 games.

So here is what I think happens. In the East, Cleveland will play Atlanta in the Conference finals and in the West it will be The LA Lakers going up against the Dallas mavericks with . . . the Mavericks losing to Lebron James and the Cavaliers in 7 games! Yes, Lebron will win the MVP.

Now your turn:

  • What do you think of my prediction?
  • Which team do you think will get hot?
  • Who will win the NBA Championship?
  • What about the MVP award?

I look forward to hearing from you.

Ok Son, I Am Impressed. More Than That, I Am Proud Of You . . .

Wednesday, April 14th, 2010

I must admit–all of my kids impress me. But today I want to focus on my oldest.

J.D. has been playing sports for over four years and has always tried very hard. Unfortunately he followed in my footsteps as a kid and isn’t the greatest athlete in the world. He isn’t the biggest or fastest but does have a great attitude today and in the past. He tries hard and always tries to get better each and every game.

Well I am excited to say that he is doing something that is incredible. He is in "coach pitch" and hasn’t struck out in almost 18 months and as I type this posting he is 24-24. Yes he hasn’t made an out this year! Has gotten on base every time he got up! His year started with 2 home runs in game one (yes he did get the game ball) and he hasn’t stopped pounding the ball since.

Yes he is 24-24 and certainly I am excited for him but I am more excited and more proud of him for being a really good team player. He high fives teammates, cheers them on, is VERY respectful of the coaching staff, NEVER cries and always is smiling. JD I am so proud of you!

Time for you to share and brag a little bit:

  • What have your kids done that has made you feel most proud?
  • Are they athletic?
  • Are they creative and involved in plays and music?
  • Are they artistic, great at drawing or arts and crafts?
  • Are they president of their class?

I look forward to hearing your comments.

Yes The Wrestling Was Fake, But Did You Watch It And Who Was Your Favorite?

Monday, April 12th, 2010

A few weeks ago I was in a restaurant in Greensboro, NC and while I was in the restroom I noticed a signed autograph picture of "Hacksaw" Jim Duggan. I’m not sure if Hacksaw is still on the wrestling circuit as a professional wrestler.

Seeing the autographed picture made me think about growing up and watching professional wrestling on TV. Thinking back I remember watching World Wide Wrestling Federation’s All-Star Wrestling with lots of wrestlers like: Andre the Giant, Bob BacklundThe Undertaker, Bret Hart, Big John Studd, Mick Foley, Bruno Sammartino, Rowdy Roddy Piper, Ravishing Rick Rude and Jake "The Snake" Roberts. All great ones growing up. I must admit over time I watched the show because I think Vince McMahon is a marketing genius. I was always impressed with the way he ran the company, the story lines and how he marketed the "sport".

I think my favorite was Macho Man Randy Savage. He was funny, got really excited when he was doing interviews, was a crowd favorite and always was in the biggest matches. 

  • Did you watch wrestling as a kid?
  • Who were your favorite wrestlers?
  • Did you ever go to the live shows?
  • Do your kids watch it now?

I look forward to reading your comments.

How Big Of A Daredevil Are You?

Friday, April 9th, 2010

I was flipping around the channels the other day and noticed some guys participating in some wild and crazy stunts. For some reason my mind went right to Evel Knievel and when he did a number of his jumps in the Grand Canyon and Las Vegas. I started to think about the word daredevil and am I a daring type of guy.

When I look in the dictionary under daredevil one of the definitions is "One who is recklessly bold".

I thought of doing different things that might qualify as being a daredevil and have a quick quiz for people to see how big of a daredevil they are.

Click here to take the quiz.

I hope you enjoyed this quick quiz and look forward to seeing who really is a DAREDEVIL!