Researchers and customer experience analysts need to mine this valuable resource effectively and responsibly to improve their business, identify strengths and weaknesses, and take corrective action where needed.

It's a common belief that the death knell has been sounding for years to announce that the traditional bank branch has outlived its usefulness — and the COVID-19 impact has simply accelerated that sentiment.

In the past 20 years, the largest auto insurance carriers have taught consumers one thing: Comparison shopping can save you money. 

Thought leaders are often found through social media, but they can also be fueled by it. Leveraging social media listening is one of the best ways to inform innovative insights that can elevate your brand and grow your influence.

A few years ago, a client approached us about fielding their annual insights survey among financial advisors. We suggested a different approach to find the market research sweet spot for financial services.

Consumers might not be mentioning your company on social media, but that doesn’t mean you shouldn’t be listening. Understanding your clients’ customers and what they’re saying about your clients’ brands and industries can play a critical role in a B2B company’s success.

That pop-up when you land on a website’s homepage that asks, “How can I help you today?” isn’t so surprising anymore and is becoming a more significant part of the digital experience.

The typical market research study includes large sample sizes and lots of data points. A quantitative focus like this has its place, but usually not in usability testing.

Given the broad range of sentiments and ebbing intensity levels, navigating through emotions can get overwhelming. What's a researcher to do?