Are you constraining your research methodology based on outdated thinking and/or technology? When you gather research, the objective is usually to provide insights that drive business decisions or increase awareness of public opinion. In defining the data collection methodology, many researchers limit themselves to the online technology they have in-house rather than the methodology that best fits the needs of the study. Don’t let the mode you use constrain the impact and depth of your insights. This session will discuss best practices for taking a multi-mode approach to accessing desired demographics in the way that best fits the needs of the study: web, phone or IVR. This session will include use cases and metrics to describe how taking a multi-mode approach helps researchers obtain more accurate early insights, meet quota, and reduce costs.
This document summarizes a presentation about rethinking research design through the use of multi-mode data collection. It discusses using a combination of online surveys, phone interviews, and IVR to reach more respondents at a lower cost while gaining better insights. By offering multiple modes, researchers can match the preferred communication method to each respondent group, improve response rates, fill quotas faster, and obtain a more representative sample. Analyzing the combined data as a single set also saves time and eliminates inconsistencies compared to handling each mode separately. Examples are provided of how multi-mode research benefited customers, employees, and citizens for various organizations.
Phone for surveys - insanity or competitive advantage finalSurvox
The document discusses using phone surveys as part of a multi-mode data collection strategy. It notes that phone surveys can reach demographics that are difficult to access online, such as seniors, rural residents, and lower-income individuals. A multi-mode approach using both online and phone surveys can increase overall response rates, fill quotas faster, and provide a more representative sample. While phone surveys have higher per-unit costs than online surveys, a mixed method using both can complete projects at a lower overall cost.
Generation Gap? Political and Economic Sentiment Across Three GenerationsRommell Montenegro
Millennials, born between 1980 and 2004, are now the largest and most diverse segment of the U.S. population. Not surprisingly, there has been a surge of recent research attempting to understand how this generation thinks, works and shops. One area that has received relatively little attention is differences in political and economic sentiment across the three largest generation groups.
Are Millennials more optimistic about the economy? Who cares the most about immigration policy? Which age group is the best target for messages about healthcare? As the US recovers from a recession and looks towards the next presidential election, it becomes critical to understand these market trends.
TDA/SAP Methodology Training Course Module 3 Section 1Iwl Pcu
The document discusses the Strategic Action Program (SAP) process, which involves 3 key steps: strategic thinking, strategic planning, and implementation. The SAP is a negotiated policy document established at the highest level that prioritizes actions to resolve issues identified in the Transboundary Diagnostic Analysis. It includes elements like a baseline, institutional mechanisms for implementation, and monitoring procedures. A representative SAP Development Team helps in the key steps of developing the SAP to ensure continuity with the TDA process.
En este documento se presenta la actividad 3 sobre objetos spline y NURBS. Se explica que los objetos spline y NURBS permiten modelar curvas y superficies complejas de forma suave y continua mediante puntos de control que definen su forma general.
New features in SAP Talent Visualization by Nakisa Nakisa
This document summarizes new features for SAP Talent Visualization by Nakisa. Key new features include optimization for SAP HANA for increased speed, support for ECC 6 EhP7, compatibility with NetWeaver 7.4 and iOS7, customizable pane sizes, enhanced security and sorting capabilities, new colored view templates, and character counts in notes. For career planning, there are performance enhancements for loading hierarchies. For succession planning, there are new collaborative tools like public and private notes. The relationship between SAP and Nakisa is also described.
There are many ways in which Opinion8 can help your business gather customer and employee feedback. Get the details of all our survey types - telephone, web and SMS - so you can discover the most effective solution for your business.
Encuestas telefónicas automáticas por IVR en Elastix con iSurveyXPaloSanto Solutions
Este documento proporciona una descripción general de las funciones principales de iSurveyX, una plataforma de encuestas telefónicas automatizadas por IVR en ELASTIX. Explica cómo los usuarios pueden crear cuestionarios, plantillas de horario y reciclado, campañas, y acceder a reportes e informes de resultados. También menciona la capacidad de realizar copias de seguridad de la información de la plataforma.
This document summarizes a presentation about rethinking research design through the use of multi-mode data collection. It discusses using a combination of online surveys, phone interviews, and IVR to reach more respondents at a lower cost while gaining better insights. By offering multiple modes, researchers can match the preferred communication method to each respondent group, improve response rates, fill quotas faster, and obtain a more representative sample. Analyzing the combined data as a single set also saves time and eliminates inconsistencies compared to handling each mode separately. Examples are provided of how multi-mode research benefited customers, employees, and citizens for various organizations.
Phone for surveys - insanity or competitive advantage finalSurvox
The document discusses using phone surveys as part of a multi-mode data collection strategy. It notes that phone surveys can reach demographics that are difficult to access online, such as seniors, rural residents, and lower-income individuals. A multi-mode approach using both online and phone surveys can increase overall response rates, fill quotas faster, and provide a more representative sample. While phone surveys have higher per-unit costs than online surveys, a mixed method using both can complete projects at a lower overall cost.
Generation Gap? Political and Economic Sentiment Across Three GenerationsRommell Montenegro
Millennials, born between 1980 and 2004, are now the largest and most diverse segment of the U.S. population. Not surprisingly, there has been a surge of recent research attempting to understand how this generation thinks, works and shops. One area that has received relatively little attention is differences in political and economic sentiment across the three largest generation groups.
Are Millennials more optimistic about the economy? Who cares the most about immigration policy? Which age group is the best target for messages about healthcare? As the US recovers from a recession and looks towards the next presidential election, it becomes critical to understand these market trends.
TDA/SAP Methodology Training Course Module 3 Section 1Iwl Pcu
The document discusses the Strategic Action Program (SAP) process, which involves 3 key steps: strategic thinking, strategic planning, and implementation. The SAP is a negotiated policy document established at the highest level that prioritizes actions to resolve issues identified in the Transboundary Diagnostic Analysis. It includes elements like a baseline, institutional mechanisms for implementation, and monitoring procedures. A representative SAP Development Team helps in the key steps of developing the SAP to ensure continuity with the TDA process.
En este documento se presenta la actividad 3 sobre objetos spline y NURBS. Se explica que los objetos spline y NURBS permiten modelar curvas y superficies complejas de forma suave y continua mediante puntos de control que definen su forma general.
New features in SAP Talent Visualization by Nakisa Nakisa
This document summarizes new features for SAP Talent Visualization by Nakisa. Key new features include optimization for SAP HANA for increased speed, support for ECC 6 EhP7, compatibility with NetWeaver 7.4 and iOS7, customizable pane sizes, enhanced security and sorting capabilities, new colored view templates, and character counts in notes. For career planning, there are performance enhancements for loading hierarchies. For succession planning, there are new collaborative tools like public and private notes. The relationship between SAP and Nakisa is also described.
There are many ways in which Opinion8 can help your business gather customer and employee feedback. Get the details of all our survey types - telephone, web and SMS - so you can discover the most effective solution for your business.
Encuestas telefónicas automáticas por IVR en Elastix con iSurveyXPaloSanto Solutions
Este documento proporciona una descripción general de las funciones principales de iSurveyX, una plataforma de encuestas telefónicas automatizadas por IVR en ELASTIX. Explica cómo los usuarios pueden crear cuestionarios, plantillas de horario y reciclado, campañas, y acceder a reportes e informes de resultados. También menciona la capacidad de realizar copias de seguridad de la información de la plataforma.
Interactive voice response (IVR) systems allow callers to interact with a company's phone system using voice prompts and touchtone inputs rather than speaking to a live operator. IVR systems answer calls automatically, use prerecorded menus and options that callers can select by phone keypad, and can answer simple questions in order to free up employees to handle more complex issues. They provide 24/7 automated service to customers who can access simple information quickly from anywhere at any time.
The document discusses interactive voice response (IVR) systems, which allow users to access information stored on computers via telephone. IVR systems use pre-recorded messages and prompts to provide services like banking information, travel booking, and agricultural rates. The author proposes developing multilingual IVR systems to better serve rural Indian communities by providing information in local languages over the telephone. These systems could help address issues of illiteracy and lack of access to technology in rural areas.
This is a presentation we shared during the CRM Conference in Singapore in Feb 2011. Here we talk about some best practices when planning an IVR Investment, some tips when designing your IVR applications and some solutions we have to help
Insight IVR is a powerful interactive call flow software that allows companies to create customized automated phone applications. It has a robust call handling engine that can handle high call volumes and supports both TDM and VoIP networks. The software also includes an application generator that allows non-technical users to visually design call flows using a drag-and-drop interface. Insight IVR provides various features like text-to-speech, speech recognition, database integration and call transferring to build powerful IVR solutions for industries like customer service, healthcare, and education.
Every contact center has different needs and a one size fits all approach when it comes to the office layout will not work for everyone. Interior Concepts has specialized in contact centers for the past 20 years and has completed thousands of contact center installations.Take a look at our slideshow of call center layouts and let us help you create your ideal call center furniture.
The document provides an overview of the Genesys SIP Server, including its fundamental purpose, architecture, deployment modes, load balancing capabilities, multi-threaded design, multi-site support, and important network considerations for ensuring quality voice services. The SIP Server combines call switching and T-Server functionality, and can operate with or without a third-party softswitch in various deployment configurations. Proper network sizing, bandwidth provisioning, quality of service controls, and remote access methods are critical to delivering high quality voice.
Gender Pay Parity Prototype for the 'Gig' Economy - Accenture LabsAccenture Technology
The Accenture Labs’ Gender Pay Parity Prototype provides a set of services that work together to promote fairness during the hiring process.
It is designed to extend any online talent sourcing platform with functionality to promote equitable pay and hiring processes.
Read our news release: https://newsroom.accenture.com/news/accenture-demonstrates-technology-prototype-to-promote-gender-pay-parity-at-the-white-house.htm
The presentation is a compiled assembly from the SIP RFC' s, and original works of Alan Johnston and Henry Sinnreich . It contains Sip Detailed , Call flows , Architecture descriptions , SIP services , sip security , sip programming.
This document provides an overview of a summer project at Samsung's contact center. It discusses the author's acknowledgements and thanks to those who helped with the project. It then provides details on call center architecture, types of call center software including Automatic Call Distribution (ACD) and Computer Telephony Integration (CTI). Specifics are given on Avaya's call management system and call flow, as well as their voice solutions, Definity systems, and port network concepts.
Accenture Technology Vision 2016. Focus on Pega® Technology.Accenture Technology
In the “Technology Vision 2016—Focus on Pega Technology,” discover how Accenture and Pega are helping companies use the key capabilities of Pega solutions—process automation, provisioning and personalization—to use technology in a way that embodies the “People First” mentality. Peer through our Pega lens as we look at how the 5 trends—Intelligent Automation, Liquid Workforce, Platform Economy, Predictable Disruption, Digital Trust—align with our Pega solutions and capabilities.
Accenture Technology Vision for Workday 2016:People First: The primacy of pe...Accenture Technology
Examine the five key trends from this year’s Technology Vision—Intelligent Automation; Liquid Workforce; Platform Economy; Predictable Disruption; and Digital Trust—and learn how Workday’s technologies resonate with and play out in this year’s analysis.
In the Technology Vision for Oracle 2016 we explore how Accenture and Oracle are applying their individual strengths to enable organizations to carve out their places in the digital ecosystems that are defining their industries in the platform economy. With Oracle technologies residing at the heart of so many of the world’s largest organizations, their contribution to achieving the ‘People First’ agenda is growing more important all the time. Peer through our Oracle lens as we look at how the 5 trends—Intelligent Automation, Liquid Workforce, Platform Economy, Predictable Disruption, Digital Trust—align with our Oracle solutions.
Workspaces are not a one size fits all approach — every space has unique needs and requirements that require more than a cookie-cutter solution.Take a look at our slideshow for office design ideas and let us help you create your ideal office workstation layout.
This document provides details about the Burlingame Point office building project, including:
- It will consist of four office/R&D buildings and an amenities center totaling 767,000 square feet on a waterfront site overlooking San Francisco Bay.
- Amenities will include a sports club, shuttle service, electric car charging, daycare, and outdoor spaces.
- The buildings are designed with 14-16 foot floor-to-floor heights and flexible floorplans to accommodate different office and lab layouts.
Part 1 - Supercharging Your Webinar Demand Generation Outcomes - "Behind the ...WebAttract, LLC
Based on the recent webinar, Joe Pulizzi, CEO and Founder of the Content Marketing Institute and Mike Agron, Co-Founder of WebAttract, discuss top tips and real-world examples, including metrics, on what you need to know behind the scenes to host successful webinars. Part 1 focuses on setting the stage for a smooth production, getting the right audience to register and the initial steps around content creation to begin to breathe life into your production - See more at: http://www.webattract.com/pages/webinars_featured.shtml#sthash.LiVldzKw.dpuf
"Success with Tealium AudienceStream" - American Eagle + ALM Media + LFG, Dig...Tealium
Learn how three major brands from three different industry categories are leveraging the Tealium AudienceStream solution to transform their business models and achieve their omnichannel goals.
6 Key Metrics that Impact Webinar Performance.WebAttract, LLC
Anyone can produce a mediocre webinar, being able to produce one that meets or exceeds your commercial outcomes while delighting your audience means you have to use metrics. This presentation covers 6 key critical webinar metrics that introduce the importance and value of capturing and measuring data collected before, during and after the webinar. Following these metrics, not only allows you to optimize your performance across the webinar life cycle, it also provides predictive insights to make corrections to ensure optimal outcomes.
If you'd like to learn more about managing across the webinar life cycle, please download a complimentary copy of our award winning eBook "Webinar Ready - A Step-by-Step Guide to Hosting Successful Webinars"
The document discusses how companies can leverage real-time customer data across channels to improve engagement. It describes how a customer data platform can integrate first-party data from all channels into a single unified view. This allows companies to build customer profiles and automate audience segmentation, personalization, and cross-channel marketing campaigns in real-time. Case studies demonstrate how businesses have used these capabilities to improve cyber security, user privacy, data management, and cross-channel conversions.
The document outlines a framework for developing an analytical roadmap. It discusses establishing an analytical capability across four layers - business, analytical, capability, and technology. It provides an example of a multi-national retail company developing an analytical roadmap to optimize customer lifecycle management. The framework involves assessing current state, prioritizing business objectives, developing horizontal analytical solutions, building required skills and technologies, and creating a multi-phase roadmap to implement capabilities and achieve business outcomes.
Kyle Groff outlines a 9 step process for developing a world-class Voice of the Customer (VoC) program:
1. Map the customer journey and touchpoints.
2. Develop measurement channels for each touchpoint.
3. Test formats and refine questions.
4. Identify reporting levels from macro to micro.
5. Tie goals and incentives to customer experience metrics.
6. Develop an action process to make insights actionable.
Innes Vanderniepen discusses Brussels Airlines' multi-layered NPS program objectives of prioritization, focus areas, and closing the feedback loop. She emphasizes collaboration, communication, and gaining management support.
Interactive voice response (IVR) systems allow callers to interact with a company's phone system using voice prompts and touchtone inputs rather than speaking to a live operator. IVR systems answer calls automatically, use prerecorded menus and options that callers can select by phone keypad, and can answer simple questions in order to free up employees to handle more complex issues. They provide 24/7 automated service to customers who can access simple information quickly from anywhere at any time.
The document discusses interactive voice response (IVR) systems, which allow users to access information stored on computers via telephone. IVR systems use pre-recorded messages and prompts to provide services like banking information, travel booking, and agricultural rates. The author proposes developing multilingual IVR systems to better serve rural Indian communities by providing information in local languages over the telephone. These systems could help address issues of illiteracy and lack of access to technology in rural areas.
This is a presentation we shared during the CRM Conference in Singapore in Feb 2011. Here we talk about some best practices when planning an IVR Investment, some tips when designing your IVR applications and some solutions we have to help
Insight IVR is a powerful interactive call flow software that allows companies to create customized automated phone applications. It has a robust call handling engine that can handle high call volumes and supports both TDM and VoIP networks. The software also includes an application generator that allows non-technical users to visually design call flows using a drag-and-drop interface. Insight IVR provides various features like text-to-speech, speech recognition, database integration and call transferring to build powerful IVR solutions for industries like customer service, healthcare, and education.
Every contact center has different needs and a one size fits all approach when it comes to the office layout will not work for everyone. Interior Concepts has specialized in contact centers for the past 20 years and has completed thousands of contact center installations.Take a look at our slideshow of call center layouts and let us help you create your ideal call center furniture.
The document provides an overview of the Genesys SIP Server, including its fundamental purpose, architecture, deployment modes, load balancing capabilities, multi-threaded design, multi-site support, and important network considerations for ensuring quality voice services. The SIP Server combines call switching and T-Server functionality, and can operate with or without a third-party softswitch in various deployment configurations. Proper network sizing, bandwidth provisioning, quality of service controls, and remote access methods are critical to delivering high quality voice.
Gender Pay Parity Prototype for the 'Gig' Economy - Accenture LabsAccenture Technology
The Accenture Labs’ Gender Pay Parity Prototype provides a set of services that work together to promote fairness during the hiring process.
It is designed to extend any online talent sourcing platform with functionality to promote equitable pay and hiring processes.
Read our news release: https://newsroom.accenture.com/news/accenture-demonstrates-technology-prototype-to-promote-gender-pay-parity-at-the-white-house.htm
The presentation is a compiled assembly from the SIP RFC' s, and original works of Alan Johnston and Henry Sinnreich . It contains Sip Detailed , Call flows , Architecture descriptions , SIP services , sip security , sip programming.
This document provides an overview of a summer project at Samsung's contact center. It discusses the author's acknowledgements and thanks to those who helped with the project. It then provides details on call center architecture, types of call center software including Automatic Call Distribution (ACD) and Computer Telephony Integration (CTI). Specifics are given on Avaya's call management system and call flow, as well as their voice solutions, Definity systems, and port network concepts.
Accenture Technology Vision 2016. Focus on Pega® Technology.Accenture Technology
In the “Technology Vision 2016—Focus on Pega Technology,” discover how Accenture and Pega are helping companies use the key capabilities of Pega solutions—process automation, provisioning and personalization—to use technology in a way that embodies the “People First” mentality. Peer through our Pega lens as we look at how the 5 trends—Intelligent Automation, Liquid Workforce, Platform Economy, Predictable Disruption, Digital Trust—align with our Pega solutions and capabilities.
Accenture Technology Vision for Workday 2016:People First: The primacy of pe...Accenture Technology
Examine the five key trends from this year’s Technology Vision—Intelligent Automation; Liquid Workforce; Platform Economy; Predictable Disruption; and Digital Trust—and learn how Workday’s technologies resonate with and play out in this year’s analysis.
In the Technology Vision for Oracle 2016 we explore how Accenture and Oracle are applying their individual strengths to enable organizations to carve out their places in the digital ecosystems that are defining their industries in the platform economy. With Oracle technologies residing at the heart of so many of the world’s largest organizations, their contribution to achieving the ‘People First’ agenda is growing more important all the time. Peer through our Oracle lens as we look at how the 5 trends—Intelligent Automation, Liquid Workforce, Platform Economy, Predictable Disruption, Digital Trust—align with our Oracle solutions.
Workspaces are not a one size fits all approach — every space has unique needs and requirements that require more than a cookie-cutter solution.Take a look at our slideshow for office design ideas and let us help you create your ideal office workstation layout.
This document provides details about the Burlingame Point office building project, including:
- It will consist of four office/R&D buildings and an amenities center totaling 767,000 square feet on a waterfront site overlooking San Francisco Bay.
- Amenities will include a sports club, shuttle service, electric car charging, daycare, and outdoor spaces.
- The buildings are designed with 14-16 foot floor-to-floor heights and flexible floorplans to accommodate different office and lab layouts.
Part 1 - Supercharging Your Webinar Demand Generation Outcomes - "Behind the ...WebAttract, LLC
Based on the recent webinar, Joe Pulizzi, CEO and Founder of the Content Marketing Institute and Mike Agron, Co-Founder of WebAttract, discuss top tips and real-world examples, including metrics, on what you need to know behind the scenes to host successful webinars. Part 1 focuses on setting the stage for a smooth production, getting the right audience to register and the initial steps around content creation to begin to breathe life into your production - See more at: http://www.webattract.com/pages/webinars_featured.shtml#sthash.LiVldzKw.dpuf
"Success with Tealium AudienceStream" - American Eagle + ALM Media + LFG, Dig...Tealium
Learn how three major brands from three different industry categories are leveraging the Tealium AudienceStream solution to transform their business models and achieve their omnichannel goals.
6 Key Metrics that Impact Webinar Performance.WebAttract, LLC
Anyone can produce a mediocre webinar, being able to produce one that meets or exceeds your commercial outcomes while delighting your audience means you have to use metrics. This presentation covers 6 key critical webinar metrics that introduce the importance and value of capturing and measuring data collected before, during and after the webinar. Following these metrics, not only allows you to optimize your performance across the webinar life cycle, it also provides predictive insights to make corrections to ensure optimal outcomes.
If you'd like to learn more about managing across the webinar life cycle, please download a complimentary copy of our award winning eBook "Webinar Ready - A Step-by-Step Guide to Hosting Successful Webinars"
The document discusses how companies can leverage real-time customer data across channels to improve engagement. It describes how a customer data platform can integrate first-party data from all channels into a single unified view. This allows companies to build customer profiles and automate audience segmentation, personalization, and cross-channel marketing campaigns in real-time. Case studies demonstrate how businesses have used these capabilities to improve cyber security, user privacy, data management, and cross-channel conversions.
The document outlines a framework for developing an analytical roadmap. It discusses establishing an analytical capability across four layers - business, analytical, capability, and technology. It provides an example of a multi-national retail company developing an analytical roadmap to optimize customer lifecycle management. The framework involves assessing current state, prioritizing business objectives, developing horizontal analytical solutions, building required skills and technologies, and creating a multi-phase roadmap to implement capabilities and achieve business outcomes.
Kyle Groff outlines a 9 step process for developing a world-class Voice of the Customer (VoC) program:
1. Map the customer journey and touchpoints.
2. Develop measurement channels for each touchpoint.
3. Test formats and refine questions.
4. Identify reporting levels from macro to micro.
5. Tie goals and incentives to customer experience metrics.
6. Develop an action process to make insights actionable.
Innes Vanderniepen discusses Brussels Airlines' multi-layered NPS program objectives of prioritization, focus areas, and closing the feedback loop. She emphasizes collaboration, communication, and gaining management support.
Digital Transformation, Graham Oddey VirtriumAnne Robson
This document discusses digital transformation and its implications for organizations. It addresses why digital transformation is important, what digital transformation entails, and what companies are currently doing in response. The document indicates that digital transformation requires wholesale restructuring of technology and business models to effectively engage digital customers. It also notes that most companies are still in the early stages of digital transformation and face challenges such as integrating legacy systems, developing new digital capabilities, and overcoming cultural and technological gaps. The implications discussed include impacts on strategy, technology, and how companies can start dealing with these implications through research on their current readiness and capabilities.
Cigniti joint webinar with Soasta - Agile DevOps: Test-driven IT Environment ...Cigniti Technologies Ltd
This document summarizes a presentation about testing e-commerce websites for Black Friday. It discusses:
- Best practices for retail e-commerce testing including having a testing strategy, understanding user behavior, and testing in production.
- How SOASTA CloudTest can help with testing including global test locations, automated scaling, and a "kill switch" to stop tests without fear.
- A case study of how Cigniti helped a large US retailer improve customer experience by addressing challenges like outdated technology, siloed teams, and a lack of comprehensive testing strategy. Outcomes included improved performance, scalability, and user experience.
Pre-Con Education: Get the Most Out of CA Service Management Unified Self-s...CA Technologies
Self-service capabilities can drive improvements in customer satisfaction by providing tools to help users stay productive. CA Technologies focuses on providing a unified approach to self-service combining necessary elements. Implementing self-service requires upfront and ongoing efforts to establish metrics and ensure success over time through phased improvements.
This document provides a marketing plan for Kale Design for 2012. It includes a situational analysis identifying goals of increased visibility, new products, sales organization, and R&D commitment. Challenges include inconsistent messaging and unclear ROI on marketing spending. The plan outlines improving message consistency, lead management from trade shows and websites, supporting the representative network, and new customer outreach through innovation alerts and samples. An execution schedule and metrics are provided to track new customers, lead sources and conversions, and marketing expenditures.
The pace of change in business is faster than we could have ever imagined, and in this day and age you must either disrupt, or be disrupted.
This presentation aims to explain the changes we are seeing in the business technology world, the struggles many organizations are facing to keep up, and present the audience with solutions to these difficulties.
The presentation was originally presented by OSSCube CEO Lavanya Rastogi.
Preparation is the Key to Meaningful Use SuccessIatric Systems
This document summarizes a presentation on preparing for meaningful use audits. It provides an overview of recent CMS updates to stage 2 meaningful use requirements, common stumbling blocks providers face, how to conduct a gap analysis, lessons from customer audit experiences, the benefits of mock audits, how intelligent medical objects can help with requirements, and an outlook on future stage 3 goals. Contact information is provided for attendees to ask questions or provide feedback through a post-webcast survey for a chance to win a gift card.
Achieving Your Promotional Objectives with Science, Forecasting, and AnalyticsG3 Communications
The document discusses achieving promotional objectives with analytics. It outlines challenges retailers face with disjointed promotional planning and siloed departments. An optimized solution is needed to streamline planning, guide optimal marketing vehicle mixes, and continuously analyze effectiveness to increase ROI. The right technology selection can help overcome challenges by facilitating collaboration, decision support, and continuous improvement through measurement and analytics.
CA Project and Portfolio Management (CA PPM) for Business Transformation at P...CA Technologies
“Business transformation now has a prominent place on corporate agendas. Ninety-three percent of U.S. based, multinational companies are in some phase of changing their business models," KPMG Transformation Survey, 2014. Many organizations are now leveraging PPM solutions for business transformation. In this session, hear from Philips as they describe how they use CA PPM to drive and manage their business transformation initiatives.
For more information, please visit http://cainc.to/Nv2VOe
Mobile Monday Switzerland #38 - TSIA presentation on The Connected TechnicianMobileMonday Switzerland
“The Connected Technician: The Future of Field Services.”
Presentation given by Markus Schwarz, Managing Director (EMEA) at TSIA.
Mobile Monday Switzerland Event #38 on Mobile Field Services, 13th Oct 2014, Zürich.
On Target 2015 is the Go-To Conference for B2B Sales & Marketing. On Target 2015 Stockholm is a one day event held by thought leaders on how to accelerate growth for companies with long and complex sales cycles, many stakeholders and high order values.
How to Automate Clinical, Safety, and Business Processes with Innovative Tech...Perficient, Inc.
The deployment of business process management (BPM) strategies in a digital world revolves heavily around leveraging software platforms to automate pieces of or even complete processes. Whether you’re in clinical operations, safety and pharmacovigilance, or a back-office department, BPM technology solutions can be used to address virtually any business challenge that involves a process.
Experts from Perficient and Appian discussed why and how sponsors and contract research organizations (CROs) can leverage BPM technology to streamline processes while maintaining compliance.
This BriteCon presentation encourages BriteCore users to explore web services beyond insurance processing to meet the demands of today's business environment.
Creating Page Optimizations & Experiments in B2BDemandbase
This document outlines an agenda for a B2B marketing innovation summit on creating page optimizations and experiments. The agenda includes discussions on why testing is important, different types of A/B and multivariate testing, tools for testing, best practices, customer success stories, and an exercise. Testing methodologies, priorities, metrics, and ideas are presented for calls to action, forms, copy, and more. The goal is to provide attendees with effective strategies for testing pages and experiments.
How To Orchestrate Your Messaging Across Channels To Drive Engagement - #SPS2015G3 Communications
This document summarizes a webinar on orchestrating messaging across channels to drive engagement. It provides information on the panelists for the webinar, Chris Lynch from Oracle Marketing Cloud and Andrew Gaffney from Demand Gen Report. It also lists the Twitter handles and LinkedIn pages to follow for live updates of the webinar. Additional resources mentioned include submitting questions and downloading materials from the webinar.
Similar to Need Better Insights? Rethink Your Research Design (20)
Trust is the foundation of a good customer experience and loyal relationship—the holy grail for marketers. Technology creates many possible avenues for building trust and developing that relationship. That happens through the effective collection and use of data. And while we are building huge treasure troves of data, we are still challenged as marketers by how to best employ that data to build trust.
Our speakers, Paolo Parigi and Jessica Santana, have been researching using a new method of discovering how trust develops online. Specifically, how interactions and user experience creates, increases, or decreases trust and how to discover which is happening and what might be causing it. The methodology is called an online field experiment, and the implications are are promising for the future of marketing.
We may be able to use insights from this type of work to:
• More effectively personalize marketing to develop trust at an individual customer level at scale
• Create user experiences that increase trust at a measurable pace
• Overcome periods of distrust because of product or PR challenges with trust-building campaigns
We’re excited about bringing the cutting-edge academic research to this audience here in San Francisco and Silicon Valley—the center of the high tech world where we are only limited by our imaginations on how to use this.
Sometimesit takes a Village: Practical Lessons for Conducting CommunitiesRommell Montenegro
Communities, MROCs, Consumer Advisory Groups–whatever you want to call them, they are become more and more popular. According to the 2014 GRIT study, 44% of clients currently use them and 38% are considering them in the near future. While this relatively new approach to research involves basic research principles and practices, there is an air of mystery surrounding the methodology that creates an almost tangible fear to get involved. Drawing on years of community design and management experience and recent advancements in online platforms, I will offer up practical advice and considerations for conducting communities from design through to analysis and reporting.
This is aimed primarily at the supplier, but will include useful knowledge for support supplier like recruiters and project managers as well as client-side researchers.
Based on a presentation from the QRCA’s 2014 Conference—a presentation that got rave reviews—the topics covered will enable attendees to walk away from this presentation feeling comfortable with the idea of conducting a market research community regardless of their role.
How concerned is the public about the privacy of their personal information? Has their concern changed over the past two years in light of recent privacy breaches? Previous research by J.D. Power and SSI in 2012 revealed cohort differences in personal data sharing, with older generations engaging in less online behavior and having more serious concerns about consumer privacy. Overall in the US, 68% of people agreed or strongly agreed that existing laws and organizational practices provided a reasonable level of protection for consumer privacy, however 81% of respondents also felt that consumers had lost control over their personal information and its collection/use by companies.
As privacy issues continue to be at the forefront of consumer’s minds, does this translate into higher percentages of respondents in 2014 that believe current laws are not sufficient to protect consumer information and that control over their personal information has continued to degrade? And, perhaps most importantly, how do these perceptions over privacy impact actual consumer behavior (if at all)? This presentation will focus on changes over time in privacy perceptions, differences among markets, and the relationship between consumers with higher levels of privacy concern and their attitudes and behaviors (e.g. providing false information, setting profile to private). Most importantly, the presentation addresses how this may directly impact market researchers- such as a consumer’s willingness to participate in surveys due to privacy concerns.
In-Store Tracking: At the Core of the Consumer JourneyRommell Montenegro
The bulk of market research focuses on traditional quantitative methodologies in areas such as Brand research and CX/CSAT surveys, but business leaders increasingly want to look deeper into the purchase funnel, and specifically pay closer attention to Consumer Journey research. Yet Consumer Journey is a challenging area of research, as it represents a complex framework of physical and emotional engagements with a product and/or brand.
Physical: online and offline elements that take the consumer from thought to action
Emotional: both fast and slow thinking (behavioral economics) that include the locating, exploring and dreaming thought processes the consumer engages in
Consumers cannot always tell us why they do what they do, or how they reach a particular decision, so traditional surveys only tell part of the story. The rest has to be accomplished with “in the moment” observation – allowing us to identify shoppers’ activities, decision-making skills, touch points and triggers to pinpoint the teachable moments where you can reach or persuade them. The presentation will provide detail on the latest developments in In-Store Tracking – what it is, how it works, how to use the data, and top tips for a successful project implementation. Included will be actual research output samples, such as videos, heat-maps etc., as well as case studies from leading consumer brands.
ThinkNow Research wanted to measure how U.S. Hispanics rank commonly held Cultural Values and compare the rankings across various Hispanic segments to see how they differ from each-other.
Roy Eduardo Kokoyachuk, Partner, ThinkNow Research, conducted a similar study in 2003 as part of a Master’s Dissertation at Cal State Los Angeles. That research was also presented at the 2003 ARF and AHAA conferences in association with Garcia Research.
The topline findings of that study were used for comparison to the 2013 findings to see if there has been a shift in the ranking of Cultural Values by U.S. Hispanics over the past 10 years.
In this study, you will learn the importance of the following values among U.S. Hispanics:
Family unity
To be surrounded by friends & family
Respect for elders
Morality & decency
Equality of the sexes
Generosity
Religion
Having control over my time
Community with other
Hispanics
Control over my destiny
Big Data & Marketing Research by AbsolutData's Anil KaulRommell Montenegro
Anil Kaul is the CEO of AbsolutData, a market research and analytics firm with over 300 employees across several global offices. AbsolutData helps clients integrate diverse data sources like social media, mobile, and text to provide strategic insights. Anil discussed how the rise of big data is transforming marketing research as 90% of data created is now unstructured. AbsolutData developed a solution combining social listening with rapid surveys to identify key customer issues for hospitality clients and measure impact at scale within a short time frame.
Big Data & Marketing Research by Survey Analytics' Andrew JeavonsRommell Montenegro
1. The document discusses the rise of "Big Data" and how it is transforming market research by providing more data than ever before from sources like social media.
2. It explores how machine learning techniques like neural networks and genetic algorithms can be used to analyze large, complex datasets and discover patterns to predict future behavior.
3. Market research must embrace new predictive approaches using large datasets and fusion of different data sources to gain a "whole respondent view" and understand what will happen next.
1. The document discusses the rise of "Big Data" and how it is transforming market research by providing more data than ever before from sources like social media.
2. It explores how machine learning techniques like neural networks and genetic algorithms can be used to analyze large, complex datasets and discover patterns to predict future behavior.
3. Market research must embrace new predictive approaches using large datasets and fusion of different data sources to gain a "whole respondent view" and understand what will happen next.
The document discusses digital engagement and growth across different geographic regions. It finds that digital engagement varies geographically and identifies four types of consumers based on their level of involvement and consumption: high involvement/high consumption, high involvement/low consumption, low involvement/high consumption, and low involvement/low consumption. Growth is expected to be highest in regions with high involvement consumers and lowest in regions with low involvement consumers. Mobile access is critical in regions with limited home access. The types of online activities also vary between regions.
As 2023 proved, the next few years may be shaped by market volatility and artificial intelligence services such as OpenAI's ChatGPT and Perplexity.ai. Your brand will increasingly compete for attention with Google, Apple, OpenAI, and Amazon, and customers will expect a hyper-relevant and individualized experience from every business at any moment. New state-legislated data privacy laws and several FTC rules may challenge marketers to deliver contextually relevant customer experiences, much less reach unknown prospective buyers. Are you ready?Let's discuss the critical need for data governance and applied AI for your business rather than relying on public AI models. As AI permeates society and all industries, learn how to be future-ready, compliant, and confidentlyscaling growth.
Key Takeaways:
Primary Learning Objective
1: Grasp when artificial general intelligence (""AGI"") will arrive, and how your brand can navigate the consequences. Primary Learning Objective
2: Gain an accurate analysis of the continuously developing customer journey and business intelligence. Primary Learning Objective
3: Grow revenue at lower costs with more efficient marketing and business operations.
In this humorous and data-heavy session, join us in a joyous celebration of life honoring the long list of SEO tactics and concepts we lost this year. Remember fondly the beautiful time you shared with defunct ideas like link building, keyword cannibalization, search volume as a value indicator, and even our most cherished of friends: the funnel. Make peace with their loss as you embrace a new paradigm for organic content: Pillar-Based Marketing. Along the way, discover that the results that old SEO and all its trappings brought you weren’t really very good at all, actually.
In this respectful and life-affirming service—erm, session—join Ryan Brock (Chief Solution Officer at DemandJump and author of Pillar-Based Marketing: A Data-Driven Methodology for SEO and Content that Actually Works) and leave with:
• Clear and compelling evidence that most legacy SEO metrics and tactics have slim to no impact on SEO outcomes
• A major mindset shift that eliminates most of the metrics and tactics associated with SEO in favor of a single metric that defines and drives organic ranking success
• Practical, step-by-step methodology for choosing SEO pillar topics and publishing content quickly that ranks fast
Did you know that while 50% of content on the internet is in English, English only makes up 26% of the world’s spoken language? And yet 87% of customers won’t buy from an English only website.
Uncover the immense potential of communicating with customers in their own language and learn how translation holds the key to unlocking global growth. Join Smartling CEO, Bryan Murphy, as he reveals how translation software can streamline the translation process and seamlessly integrate into your martech stack for optimal efficiency. And that's not all – he’ll also share some inspiring success stories and practical tips that will turbocharge your multilingual marketing efforts!
Key takeaways:
1. The growth potential of reaching customers in their native language
2. Tips to streamline translation with software and integrations to your tech stack
3. Success stories from companies that have increased lead generation, doubled revenue, and more with translation
Mastering Local SEO for Service Businesses in the AI Era"" is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
In this dynamic session titled "Future-Proof Like Beyoncé: Syncing Email and Social Media for Iconic Brand Longevity," Carlos Gil, U.S. Brand Evangelist for GetResponse, unveils how to safeguard and elevate your digital marketing strategy. Explore how integrating email marketing with social media can not only increase your brand's reach but also secure its future in the ever-changing digital landscape. Carlos will share invaluable insights on developing a robust email list, leveraging data integration for targeted campaigns, and implementing AI tools to enhance cross-platform engagement. Attendees will learn how to maintain a consistent brand voice across all channels and adapt to platform changes proactively. This session is essential for marketers aiming to diversify their online presence and minimize dependence on any single platform. Join Carlos to discover how to turn social media followers into loyal email subscribers and ultimately, drive sustainable growth and revenue for your brand. By harnessing the best practices and innovative strategies discussed, you will be equipped to navigate the challenges of the digital age, ensuring your brand remains relevant and resonant with your audience, no matter the platform. Don’t miss this opportunity to transform your approach and achieve iconic brand longevity akin to Beyoncé's enduring influence in the entertainment industry.
Key Takeaways:
Integration of Email and Social Media: Understanding how to seamlessly integrate email marketing with social media efforts to expand reach and reinforce brand presence. Building a Robust Email List: Strategies for developing a strong email list that provides a direct line of communication to your audience, independent of social media algorithms. Data Integration for Targeted Campaigns: Leveraging combined data from email and social media to create personalized, targeted marketing campaigns that resonate with the audience. Utilization of AI Tools: Implementing AI and automation tools to enhance efficiency and effectiveness across marketing channels. Consistent Brand Voice Across Platforms: Maintaining a unified brand voice and message across all digital platforms to strengthen brand identity and user trust. Proactive Adaptation to Platform Changes: Staying ahead of social media platform changes and algorithm updates to keep engagement high and interactions meaningful. Conversion of Social Followers to Email Subscribers: Techniques to encourage social media followers to subscribe to email, ensuring a direct and consistent connection. Sustainable Growth and Minimized Platform Dependence: Strategies to diversify digital presence and reduce reliance on any single social media platform, thereby mitigating risks associated with platform volatility.
Efficient Website Management for Digital Marketing ProsLauren Polinsky
Learn how to optimize website projects, leverage SEO tactics effectively, and implement product-led marketing approaches for enhanced digital presence and ROI.
This session is your key to unlocking the secrets of successful digital marketing campaigns and maximizing your business's online potential.
Actionable tactics you can apply after this session:
- Streamlined Website Management: Discover techniques to streamline website development, manage day-to-day operations efficiently, and ensure smooth project execution.
- Effective SEO Practices: Gain valuable insights into optimizing your website for search engines, improving visibility, and driving organic traffic to your digital assets.
- Leverage Product-Led Marketing: Explore strategies for incorporating product-led marketing principles into your digital marketing efforts, enhancing user engagement and driving conversions.
Don't miss out on this opportunity to elevate your digital marketing game and achieve tangible results!
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...Martal Group
Learn how your business's online presence affects outbound lead generation and what you can do to improve it with a complimentary 13-Point Trust Element Assessment.
Build marketing products across the customer journey to grow your business and build a relationship with your customer. For example you can build graders, calculators, quizzes, recommendations, chatbots or AR apps. Things like Hubspot's free marketing grader, Moz's site analyzer, VenturePact's mobile app cost calculator, new york times's dialect quiz, Ikea's AR app, L'Oreal's AR app and Nike's fitness apps. All of these examples are free tools that help drive engagement with your brand, build an audience and generate leads for your core business by adding value to a customer during a micro-moment.
Key Takeaways:
Learn how to use specific GPTs to help you Learn how to build your own marketing tools
Generate marketing ideas for your business How to think through and use AI in marketing
How AI changes the marketing game
In the face of the news of Google beginning to remove cookies from Chrome (30m users at the time of writing), there’s no longer time for marketers to throw their hands up and say “I didn’t know” or “They won’t go through with it”. Reality check - it has already begun - the time to take action is now. The good news is that there are solutions available and ready for adoption… but for many the race to catch up to the modern internet risks being a messy, confusing scramble to get back to "normal"
Mindfulness Techniques Cultivating Calm in a Chaotic World.pptxelizabethella096
In today’s fast-paced world, stress and anxiety have become common companions for many. With constant connectivity and an unending stream of information, finding moments of peace can seem like an insurmountable challenge. However, mindfulness techniques offer a beacon of calm amidst the chaos, helping individuals to center themselves and find balance. These practices, rooted in ancient traditions and supported by modern science, are accessible to everyone and can profoundly impact mental and emotional well-being.
Are you struggling to differentiate yourself in a saturated market? Do you find it challenging to attract and retain buyers? Learn how to effectively communicate your expertise using a Free Book Funnel designed to address these challenges and attract premium clients. This session will explore how a well-crafted book can be your most effective marketing tool, enhancing your credibility while significantly increasing your leads and sales while decreasing overall lead cost. Unpacking practical steps to create a magnetic book funnel that not only draws in your ideal customers, but also keeps them engaged. Break through the noise in the marketing world and leave with a blueprint that will transform your sales strategy.
Can you kickstart content marketing when you have a small team or even a team of one? Why yes, you can! Dennis Shiao, founder of marketing agency Attention Retention will detail how to draw insights from subject matter experts (SMEs) and turn them into articles, bylines, blog posts, social media posts and more. He’ll also share tips on content licensing and how to establish a webinar program. Attend this session to learn how to make an impact with content marketing even when you have a small team and limited resources.
Key Takeaways:
- You don't need a large team to start a content marketing program
- A webinar program yields a "one-to-many" approach to content creation
- Use partnerships and licensing to create new content assets
Empowering Influencers: The New Center of Brand-Consumer Dynamics
In the current market landscape, establishing genuine connections with consumers is crucial. This presentation, "Empowering Influencers: The New Center of Brand-Consumer Dynamics," explores how influencers have become pivotal in shaping brand-consumer relationships. We will examine the strategic use of influencers to create authentic, engaging narratives that resonate deeply with target audiences, driving success in the evolved purchase funnel.
The Good the Bad and The Ugly of Marketing MeasurementNapierPR
We explore how B2B marketers can impress the board by measuring their PR and marketing campaigns successfully, and explore 5 metrics that will get you promoted, and 3 that will get your fired.
We cover:
-Meaningless marketing metrics
-The difference between attribution and incrementality
-The importance of the customer journey
-Why you should care about prospects that are in market
-Measuring the unmeasurable
18. Reach the right people
Fill quota & minimize weighting
Complete projects faster
Why Phone?
Reach demographics not accessible online
Validate identities better
Target under-quota segments to complete study faster
Prompt and Probe participants’ responses
Record the true Voice of the Consumer
CFMC | Copyright 2014 18
Challenge you to consider how we collect survey data today
For quick turnaround
Also balancing : Effects of self selection vs proactive outreach
How did we get here?
Organizational and technical barriers, cost, time to combine, skill sets / vendor capabilities, not necessarily effectiveness of the work produced.
But what are we giving up by limiting the vehicles for response?
How did we get here?
Silos were built based on specialties, cost and technological limitations, not necessarily effectiveness or accuracy of the work produced.
But what are we giving up by limiting the vehicles for response?
Underutilized mode:
Advantages of phone but without labor
As mentioned, this integration allows you to marry multiple data collection modes maintaining 1 data set.
You have the choice of starting in one mode and adding another later or beginning multiple modes from the start.
The streamlined workflow will hopefully let you worry more about what is right for your study and less about the logistics to achieve your goals.
Convenience = DIY, “launch anytime”
Large segments of the US population may not be reached online.
And of those who ARE Online: How different are they from younger, more affluent who are online more regularly and more consistently.
-
More data:
The CDC report classified another 16.1% of U.S. households as being “wireless-mostly.” That means that although they have a land line, “all or almost all” of their calls are received on a wireless phone.
The researchers identified five groups of Americans in which the majority had dropped their land lines. Topping that list were adults who lived with unrelated adult roommates — 76.1% of them relied solely on a wireless phone. Next up were adults between 25 and 29, a group in which 65.7% were wireless-only. They were followed closely by adults who live in rental homes
— 61.7% had only a wireless phone, according to the report.
FROM A SEPARATE CDC STUDY IN 2H 2013
Among adults living in poverty, 56.2% had a wireless phone but no land line, the researchers found. That compares with 46.1% of adults who were “near poverty” and 36.6% of adults who had a “higher income.”
Finally, 53.1% of Latino adults were wireless-only, the only racial or ethnic group to cross the
50% threshold. In comparison, 42.7% of blacks, 38.1% of Asians and 35.1% of whites had also ditched their land lines, according to the report.
Midwesterners were more likely than Americans from any other part of the country to be classified as wireless-only, with 43.7% earning that designation. Americans in the South and West were close behind, with 41.9% and 41.2%, respectively, relying solely on their wireless phones. By comparison, only 24.9% of Northeasterners had cut the cord to their land line, the researchers reported.
Men held the edge over women when it came to living in wireless households, by a slim margin of 40.4% to 37.9%.
98% of the US population has phone service. 20% of the US population does not have Internet access.
Start in online survey
Show existing survey; show existing panel
Switch to Survox Console
Register the Online Project (mention that it only displays surveys that are active and that the user has access to)
Import the sample from a online panel
Activate the survey
Take the survey as an interviewer (talk through the dialer interaction but we won't use an actual dialer)
After running through a few respondents - go back into the online solution and show a report (report should include responses from both the web and phone interviews)
Least Cost Method first . Web is only a push. Who’s going to show up when?
Manage your Sample to fill quota
Unlike online surveys where you need to push and prod people to take the survey…
With good sample management, call centers can reach exactly who you need to fill quotas and nurture them through the whole survey to get the results you want.
But those barriers are coming down today we have the ability to create a single survey, employ multiple data collection strategies, and have the data all available for analysis in a single data set.
Now researchers can choose the right methods that fit EACH job and not be constrained by the technology.
RECORD TRUE VOICE of the customer
Voice of the Customer Examples
Retailers – provide incentive to collect feedback and now on receipt offer choice – URL or Phone # (which usually goes to an IVR system)
Service Quality checks
Major national home improvement chain that uses 3rd party installers uses phone interviewers to check on customer experience.
Sample is provided by a feed from other systems such as an ERP or POS
Too important to them to let respondent self-select who provides feedback.
Customer Support departments transfer caller to IVR survey post transaction
One large consumer products company uses national sampling and phone recruitment to get the right mix of consumers to take mail and web surveys for new product input.
Example: Automaker feeding recorded VOC directly back to automaker.
One survey, one data set produced….different modes of data collection employed for different audience segments
Online
Phone
In person using a tablet device
For example, if you’re a casino you’re going to treat your high rollers differently from your tourists
Or if you’re an airline you’ll treat your Platinum and 1K members differently than your Bronze level members.
Systematic and Coordinated approach
Once upon a time there was a Franchise Manager named Molly who had the tricky challenge of maintaining a consistent, high quality customer experience from services delivered by organizations that only indirectly reported to her.
Every day Molly made decisions about which locations to renew and which ones to drop, based solely on sales data. This approach created pretty high turnover and meant that at any given time there were a fair number of new franchises coming online, needing training, and depressing sales.
One day, Molly realized that her pipeline of new applicants was running low and she’d have to find a different way to deal with the problem locations.
Because of that, Molly worked with her team to come up with the key metrics that may yield an early warning of problems to come. She also developed a set of questions to ask customers to provide feedback on various aspects of the service. Now she needed to collect the data which is a problem since the franchisees ‘owned’ the customer relationship and customer contact information was not available. Molly was blocked.
Until finally, she realized that her organization supplied the POS system used to print receipts. Now she could appeal directly to the customers themselves with an incentive to tell her what she needed to know….and to maximize the feedback she decided to give her customers a choice of ways to respond.
Now, each receipt is now printed with both an 800# and a URL to a quick survey…giving Molly and her team the insight needed to identify potential problems and how to help them. Franchise turnover has been dramatically reduced.
~100% have phone
14% all US adults don’t have internet access so 14/86 = 16% increase in potential respondents or ‘reach’
41% seniors don’t have access so 41/59=70% increase in reach to this segment
~20% of minorities, rural, etc don’t have access so 20/80 = 25% increase in reach
Now you can give people a choice of ways to engage to maximize your results.
Invite them to a web survey or provide a phone number.
When they call in you can have a live person greet them
Or you can use an automated IVR system to screen and forward or simply conduct the survey
And if you’re a large company…
Differentiated data collection strategy for 360 reviews or new policy/product roll-outs.
Executives – In-person (web survey on tablet)
High Potential & Management – recorded Phone interviews
Staff – Web survey
Or a Hybrid: web for basics, phone for indepth questions/clarification
One survey – possibly different lengths
Central analysis
One survey, one data set produced….different modes of data collection employed for different audience segments
Online
Phone
In person using a tablet device
For example, if you’re a casino you’re going to treat your high rollers differently from your tourists
Or if you’re an airline you’ll treat your Platinum and 1K members differently than your Bronze level members.
When quota and demographics matter most. Polling used to be phone only, due to time requirements to ‘fill quota’.
Now, IVR and Web are being used to
Daily public opinion poll – EVERY day 1000 responses are collected using RDD sampling; Not 999 or 1001 but exactly 1000 or not a valid sample.
- Phone provides reliable response rates so that they get all the responses needed
- Quota management ensures that they don’t oversample
Campaign strategists
Call with the candidate every night at 10 pm
At 9 pm the strategist calls the polling center to get the days results
Accurate insights depend on tight sample control that produces responses from a replicate of the target population.
i.e. The polling center had to have collected input from exactly the demographic mix that is expected to vote
Once upon a time there was a city manager named Harold who prided himself on always engaging in public discourse before making a policy change or offering a new service.
Every day Harold would check the polls on the city’s web page to see what his constituents were saying. He would use the data he gathered from these surveys to inform the various decisions he and his staff made on behalf of its taxpayers.
One day, the City Council (his boss) decided to do some Town Hall meetings (sort of like focus groups) in neighborhoods across the city to make sure there were no surprises in the upcoming election. You see, City Council members, unlike the City Manager, are each elected by the voters. So they held the Town Hall meetings and boy, did they get an earful! Council Members came back to Harold with a long list of issues and general unhappiness in the way the town was managed. Quite a gap emerged in what Harold was seeing online and what the Council members were hearing in person.
Because of that, Harold knew he was in danger of losing his job and had to rethink his citizen outreach strategy. Whereas he felt pretty good about the profile of respondents online, he realized that those who showed up to the Town Halls may have been a completely different segment of voters. In order to avoid future surprises like this, the City needed a broader polling strategy to ensure that all citizen voices were being heard. Harold was in trouble.
Until finally, after researching the best practices of other city leaders, Harold decided to invest in an approach that used a variety of methods to hear from voters. He kept his online surveys going but also ran ads in the local paper with two ways to take the survey – via the online survey or by calling a local number for a phone-based survey. Harold also kept track of who was responding. He wanted to make sure he had a good cross section from each neighborhood, age group, and ethnic backgrounds.
Now, when he needs input from a given group, Harold arranges for outbound calls to be made to citizens in those segments. Never again will he make the mistake of assuming that a passive approach to collecting feedback is sufficient.
Use multiple modes to stay within budget AND still reach quota.
Maximize responses from most cost effective method first – online.
Finish with outbound IVR or phone interviewing to complete quota.
- IVR has the Telco expense
- Phone interviewing has Telco and labor expense
Open up your thinking: Don’t be constrained in your practice by organizational structure, technology or vendor.
But those barriers are coming down and what we are bringing to the market is the ability to create a single survey, employ multiple data collection strategies, and have the data all available for analysis in a single data set.
Now researchers can choose the right methods that fit EACH job and not be constrained by the technology.
Can have mode based differences. Embedded data field call SurveyType is passed (mobile or web) then you can have skip logic based on that value
Optional:
Screens customized by mode
Introduction to survey– web vs. Interviewer script
Additional Interviewer instructions – “read the list”
Interviewer questions / selections
Regardless of the point at which phone is brought in to the flow,
all survey response data resides within the Qualtrics database.
No importing, no merging
Existing reports and integrations continue to work
Because the modality of data collection is stored in the data, you can create mode specific reports and analysis.
If multimode you might start with web and phone with fixed daily targets.
Or
You might start on web then bring on phone to round out your data collection and fill in the quotas after giving
respondents some time to complete the survey via web and a subsequent reminder blast as illustrated in the
Production report on the right.
Open up your thinking: Don’t be constrained in your practice by organizational structure, technology or vendor.
But those barriers are coming down and what we are bringing to the market is the ability to create a single survey, employ multiple data collection strategies, and have the data all available for analysis in a single data set.
Now researchers can choose the right methods that fit EACH job and not be constrained by the technology.