It is a widely-accepted belief in qualitative market research that you can’t trust what people tell you. Insights into nonconscious motivations, System 1 and System 2 processing and the role of emotion in decision-making have caused most in the consumer insights business to question self-reported explanations of consumer behavior and decision-making. Nowhere is this more […]
RealityCheck Consulting, a global partnership of senior-level insights strategists, announced the launch of HXi, their latest innovative approach to Customer Experience and Decision Journey Mapping. HXi, or Human Experience Insights, uses story elicitation techniques developed in the field of psychology to explore the experiences people have with brands, track decision journeys and understand the touchpoints […]
When it comes to mapping the customer journey, what people remember doing is more important than what they actually do. Mapping customer decision journeys has become an important part of the foundational market research for most brands. Understanding the path to purchase and customer experience – in both physical and digital worlds – informs critical decisions about marketing, UX, […]
If you work in Consumer Insights, you probably hear the word human a lot these days. Everybody seems to be talking about human insights. Whether this trend is driven by a backlash to the sterile, uninspiring nature of big data or a desire to get team members to connect more directly with consumers, we think […]
Everywhere you turn these days you hear people talking about Consumer Experience or CX. For a few, it is relegated to the digital or “User Experience” people have with a brand’s digital properties. For many more, it means more broadly tracking and improving the consumer journey through various “touchpoints” with brands. For some others, it […]
Have you seen this commercial? The first time I saw this commercial, I hated it. It was 6 am on a weekday. I had just turned on the morning news and was fumbling with my Keurig when it came on. I found it loud and obnoxious that early in the morning. I said to myself, […]
We see almost every day that the global economy is rocking. Consumer confidence is rising. And corporations are flush with cash. But even so, market research budgets shrink. It seems insights teams continue to be asked to do more with less and we expect that to continue. In a world of constrained budgets, market researchers, […]
I used to have a boss in the market research business who would ask, “How do you get interesting insights?” To which he’d provide the answer “Ask interesting questions!” One way to guarantee interesting questions in market research is to stop pursuing Consumer Insights and start pursuing Human Insights. In recent blog posts, we’ve argued […]
By Jim White I hear a lot of marketers these days say their companies are “consumer-centric.” I used to think this was a good thing. But I’ve changed my mind. Being consumer-centric is good. But it’s not good enough. To be a truly transformative brand — one that enjoys true loyalty, passionate advocacy and a premium […]
By Jim Chastain Let’s stop talking to consumers. I have and I don’t really plan to talk with them anymore. They haven’t done anything to make me upset. They haven’t purposely misled me. I just find them to be limiting and not representative of how they really make buying decisions. Sure they offer opinions. Yes […]