From Monologue to Dialogue       Thoughts on       Mobile ResearchConfirmit Confidential   Copyright © 2012 Confirmit. All...
Confirmit Confidential   Copyright © 2012 Confirmit. All rights reserved.
More than an Alternate                                One Size Doesn’t                          Collection Channel        ...
Two Situations to Consider                                   Allow vs. Engage     Accidental Mobile                       ...
Smart boredom            In the cracks of their day                                          “My receipt invited me to tak...
Why Does it Matter?                         Are You Eroding Brand Equity?Confirmit Confidential                        Cop...
Why Does it Matter?                         Are You Eroding Brand Equity?Confirmit Confidential                        Cop...
Much BetterConfirmit Confidential     Copyright © 2012 Confirmit. All rights reserved.                                    ...
How are we doing?  62% No smartphone policy   23% Exclude / Ad-Hoc discretion  15% Adjust for smartphones    0% Route to a...
Purposefully Mobile                 4 Major Opportunities                          Field Interviews,            Geo-Locati...
Purposeful Mobile – finding your way                                            Mobile                                    ...
Some Examples…Confirmit Confidential   Copyright © 2012 Confirmit. All rights reserved.
Physicians                     BETTER INSIGHTS THROUGH TAILORED SURVEY EXPERIENCES        Requirement: Deepening the      ...
Geo-Location Customer  Journey  Mapping   Confirmit Confidential   Copyright © 2012 Confirmit. All rights reserved.
Geo-Location Customer  Journey  Mapping   Confirmit Confidential   Copyright © 2012 Confirmit. All rights reserved.
Major Sporting Events                                   Custom Event Specific             Time & Location CertaintyEngaged...
Validation and Field Force ManagementConfirmit Confidential          Copyright © 2012 Confirmit. All rights reserved.
Validation and Field Force ManagementConfirmit Confidential          Copyright © 2012 Confirmit. All rights reserved.
Monologue to Dialogue – Multiple VoicesConfirmit Confidential   Copyright © 2010 Confirmit. All rights reserved.
Value all Customer & Employee Touch Points                             Shopper Non-Buyer & Employee Insights Channel      ...
Purposeful Mobile                                      SMS   Mobile Browser                 Application    In The Moment  ...
Confirmit Confidential   Copyright © 2010 Confirmit. All rights reserved.
Your Toolkit is Overflowing                                                                    Mobile                     ...
Thank youConfirmit Confidential          Copyright © 2012 Confirmit. All rights reserved.
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From Monologue to Dialogue

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From Monologue to Dialogue

  1. 1. From Monologue to Dialogue Thoughts on Mobile ResearchConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  2. 2. Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  3. 3. More than an Alternate One Size Doesn’t Collection Channel Fit All Insights you can’t capture Confusing any other way fragmented landscape Honor & Get It Right or Fail Consider History & Methodology Immediate, personal timely, relevant MR is not marketingConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved. Phil Lockyer ;-)
  4. 4. Two Situations to Consider Allow vs. Engage Accidental Mobile Purposeful Mobile On Their Terms New Approaches & Opportunities Exploiting the technology Valuing the respondent to capture richer insightsConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  5. 5. Smart boredom In the cracks of their day “My receipt invited me to take a survey – why did I get bounced out??Thanks for almost valuing my opinion” “I can’t see all of the third and 5th questions. They are cut off and some are squished” “Your logo is pink, shouldn’t it be red. Thought you would like to know“Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  6. 6. Why Does it Matter? Are You Eroding Brand Equity?Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  7. 7. Why Does it Matter? Are You Eroding Brand Equity?Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  8. 8. Much BetterConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved. Phil Lockyer ;-)
  9. 9. How are we doing? 62% No smartphone policy 23% Exclude / Ad-Hoc discretion 15% Adjust for smartphones 0% Route to another survey Source: Tim Macer and Sheila Wilson Meaning Ltd.Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  10. 10. Purposefully Mobile 4 Major Opportunities Field Interviews, Geo-Location Services Audits & Listing Sensors & InputsIn the Moment & Self Reporting On their Terms Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  11. 11. Purposeful Mobile – finding your way Mobile SMS Application Browser In The Moment Always Available (Alarms & Alerts, off-line) Multimedia (photo – video – audio) Geo-Location (journey mapping – geo-fencing) Sensory Inputs (Bluetooth – Barcode) Multi-National Branding & Customisations Infrastructure IntegrationConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  12. 12. Some Examples…Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  13. 13. Physicians BETTER INSIGHTS THROUGH TAILORED SURVEY EXPERIENCES Requirement: Deepening the Understanding of Physicians’ Treatment Decisions Characteristics: • Inherently mobile population • High Smartphone Adoption • Need to be Offline • Accustomed to Dictating • Suspect ‘advocate’ involvement 80% agreed to give a voice Research Results: recorded open ended response 1. Reasons behind specific treatment decisions 2. Dialogue between physicians and patients 3. Patients and physicians emotions captured 4. How patients & doctors influence each otherConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  14. 14. Geo-Location Customer Journey Mapping Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  15. 15. Geo-Location Customer Journey Mapping Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  16. 16. Major Sporting Events Custom Event Specific Time & Location CertaintyEngaged (& Qualified) Audience Application Widely Installed - Invite by Location - Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  17. 17. Validation and Field Force ManagementConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  18. 18. Validation and Field Force ManagementConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  19. 19. Monologue to Dialogue – Multiple VoicesConfirmit Confidential Copyright © 2010 Confirmit. All rights reserved.
  20. 20. Value all Customer & Employee Touch Points Shopper Non-Buyer & Employee Insights Channel ALERT! Dissatisfied “Flagged” VIP CSR Customer Retention Cross-sell Goodsdelivered Call Center Purchase Multi-Channel Multi-mode Immediate Resolution & Action Confirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  21. 21. Purposeful Mobile SMS Mobile Browser Application In The Moment Always Available (Alarms & Alerts, off-line) Multimedia (photo – video – audio) Geo-Location (journey mapping – geo-fencing) Sensory Inputs (Bluetooth – QR) Multi-national Branding & Customisation Infrastructure IntegrationConfirmit Confidential Copyright © 2010 Confirmit. All rights reserved.
  22. 22. Confirmit Confidential Copyright © 2010 Confirmit. All rights reserved.
  23. 23. Your Toolkit is Overflowing Mobile SMS—Brower—Application Text & Audio Social Media Analytics Monitoring ??????? Telephone Desktop Web Interactive VoiceConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.
  24. 24. Thank youConfirmit Confidential Copyright © 2012 Confirmit. All rights reserved.

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