Customer Research & Marketing Insights Blog

Case Study: online customer discussion focus group

Objectives of this market research: To use an online discussion focus group to understand customer knowledge, attitudes and preferences for communication and education, as it applies to the customer’s legal requirement to allow the electricity network employee to access the customers’ property. Identified target market: Sixteen electricity metered residential... read more

Problems placing customers in digital transformation

People expect a superior level of customer experience from businesses and organisations that use online channels to sell, distribute and support, their products and services. Customers expect you to know them, to be aware of their shopping preferences and know what solutions will solve their problems today. Digital empowerment... read more

Agile testing of product and service ideas

Test your ideas early and test them often.  A statement often bantered around the digital technology industry, but one applied to both physical and digital products and services. When developing an idea for a product or service, it is far better to start testing at inception rather than waiting... read more

Online requirements gathering the smart way

Case Study Background A technology development company needed an easy way of gathering user requirements from the target market for a new application, for parents with children with disabilities. The application would allow parents, carers and people with disabilities themselves to record and share information easily and securely. The... read more

Hybrid website prototyping improves online banking

Background MyState Limited (MYS), a non-operating holding Company, is a diversified financial services group listed on the ASX and provides a broad range of financial services through two wholly-owned subsidiaries, MyState Financial (MSF), an authorised deposit-taking institution (ADI) and Tasmanian Perpetual Trustees (TPT), a trustee and wealth management company.... read more

How privacy will shape the future of business

If you didn’t already know this week is privacy week 2015 – An initiative of APPA (Asia Pacific Privacy Authorities). Privacy has been a key issue of late particularly with the introduction of the Metadata legislation and recent stories about the growing amount of personal data being stored in... read more

Faster, Cheaper, Better – yes, you can have them all!

Faster, Cheaper, Better – yes you can have them all! Recently there has been more than a few articles flying around that state for a product or service you have three fundamental options: Fast, Good and Cheap, but you can ever only choose two! When I first saw this... read more

Ultimate moderator’s guide: online focus groups.

There are typically two forms of real-time (live) online focus groups: the popular text chat online focus group and the video and audio online focus groups. Chat or text based online focus groups are a great way to start realising the benefits of using online focus groups. they are... read more

Text-Based Qualitative Data to Understand the Voice of the Customer

The “voice of the customer” (sometimes abbreviated as VoC) is a vital measurement for any marketing, sales or customer service activity. Without it you really have no idea if you are driving the business in the right direction. Qualitative data from customer conversations is a goldmine of insight waiting... read more

Case study – Airport website usability focus group

Online website usability testing objective: A new Airport website varied greatly from the existing website in both content and layout so usability testing was essential to ensure that the new design and presentation was intuitive and user-friendly. Testing focus included: content readability, navigation, widgets and tools, meanings of titles... read more

How to stop your new product or service failing

Launching a new product or service without testing the ‘idea’ first is like playing Russian roulette with your marketing budget! When developing a new idea for a product or service your first instinct might be to jump right in and build a prototype or create a working service model.... read more

Online advertising testing validates campaign

Online advertising testing enables businesses, organisations of all sizes to quickly identify and correct potential advertising issues before the final decision is made! Online advertising testing, with a sample of your target audience, improves the accuracy, effectiveness and ROI of your campaign. It does not have to be costly... read more

You’re ready to be an online discussion board moderator!

OK, so you are now ready to moderate your first online community discussion board! You’re full of nervous anticipation, and you are excited about the possibilities. Your expectations are high and you have relied on your knowledge and experience to get you to this far. There is only one... read more

How to invite people to a community discussion

We often get asked: “What is the best way to invite people to an online discussion…”, in many cases it will depend on the kind of group you are running, but here is one process that works pretty much all the time. When you invite participants to take part... read more
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