Despite the volume and speed of information available via social networking sites, market researchers are still struggling to determine how to best leverage the vast amount of data generated by consumers.
This presentation explores how clients use J.D. Power and Associates and other Voice of the Customer data with ROI or other business metrics to analyze under-performance to drive improvement.
Since its advent as a significant platform for consumer activity, social media has been lauded as either the saving grace or the Achilles heel of many organizations. While the merits of the many social media applications will continue to be debated, it's a simple fact that the social channel has become a mainstay in Voice of the Customer (VOC) programs.
The J.D. Power and Associates 2011 Residential Pay-to-View StudySM provides the industry with unique insights concerning the attitudes, viewing preferences, behavior patterns, awareness, and experiences of pay-to-view customers of the major home television and video service providers across the United States.
This inaugural study identifies two key factors influencing customers' purchase decisions and usage of pay-to-view movie services: technology and price.
Wireless carriers have collectively invested several billion dollars in 4G, or next-generation mobile networks, and are expected to continue significant investment during the next several years.
Smartphone customers are increasingly citing short battery life in their 4G device, which leads to lower satisfaction and has the potential to impact their loyalty in the future.
Social media is continuing to gain traction in the world of market research. While this is an exciting development that offers new opportunities for data collection, there is a potential downside. With so many tools available to so many different types of users, the "wild west" approach to social media data access may be leading us to questionable results.
A leading regional bank contracted with J.D. Power and Associates to perform operational research into key processes and procedures surrounding customer experience and engagement. J.D. Power worked closely with the client to develop a mystery shopping program that encompassed branch and call center interactions. The development of this program led to an enhanced evaluation of primary customer satisfaction interactions--from the parking and facility, to the accuracy of transaction completion.
Are analysts overstating the decline of the pay television industry? While the expansion of online video content is impacting the television service industry, in the short term, a majority of customers are likely to simply utilize "over-the-top" programming to augment traditional television to expand the breadth of their video entertainment options.
In this series of interviews with distinguished patient experience leaders we speak with Virginia L Telford, BSN, MHA, Vice President of Patient Care at St. Mary's Hospital in Centralia, IL.
One of the world's largest banks wanted to improve an undesirable customer satisfaction rating by implementing a multi-tiered customer survey program. J.D. Power collected unstructured Voice of the Customer data and feedback, analyzed the information, and produced recommendations to increase customer satisfaction and service consistency, which the client adopted.
In an effort to improve the performance of their dealerships' service departments, a major automotive company launched a survey program to better understand their customers' service experiences. On a monthly basis, the program generated tens of thousands of customer comments covering a myriad of topics. To transform this customer feedback into actionable information, J.D. Power developed a monthly process for identifying key service-related issues by dealership and then disseminating information directly to the dealerships.
In this slow growth/no growth business environment, many companies make the mistake of following three common myths about customer satisfaction.
In this series of interviews with distinguished patient experience leaders we speak with Maura Corvino, MSOL, RN, CEN, Assistant VP of Emergency Services and Patient Access at The Valley Hospital.
As data carriers strive to be the "one-stop shop" for telecom and IT directors at small, midsize, and large enterprise businesses across the United States, J.D. Power and Associates research indicates that, collectively, these carriers need to improve the service experience if they are to make that goal a reality.