Spark
Meaning, context, and the top-of-mind issues influencing your business’s CX, EX, and BX
Who Owns CX and EX?
The language used around customer experience (CX) can be dramatic. Phrases about being âcustomer obsessedâ or making customer experience the ânew battlegroundâ sound urgent right? But it gives no nod to the dependent role that EX (employee experience) plays in shaping customer experience. With the Great Resignation and labor shortages impacting every sector, EX has taken on new emphasis.
Help Wanted: Labor Shortage Impacts on CX & EX
Weâve all seen the signs. The âNow Hiringâ signs. And depending on the business, the message on those signs may vary from being fairly straightforward to conveying a level of desperation. Chalk it up to a perfect storm of a pandemic, businesses reopening all at once, The Great Resignation, and a whole host of other factors resulting in job openings reaching historic levels.
4 Ways Your Organization Wins When You Work with Women-Owned Businesses
Does anything strike you about the photo above? (Other than the fact that everyone seems to be having a marvelous time?) The image captures one of the many unique and distinguishing qualities that sets The DRG apart within the marketing research and consulting industry. Women make up 75% of The DRGâs…
People Want to Trust Your Brand – Are You Stopping Them?
Has there ever been a time when brand trust wasnât a key ingredient for business success? Not likely. Whatâs different today is how important brand trust is becoming to people in their everyday lives.
Adaptive Resilience
A revelation in doing business.
A revolution in staying relevant.
How Brands Pivot in the Face of Uncertainty
Nearly every business is needing to reassess their long-term strategic plans as the world adapts to the realities of the COVID-19 era. While itâs unclear how long it will take for the pandemic to subside and for our economy to recover, organizations need to begin planning ahead for the next stage.
New Research: Consumers’ Shifting Healthcare Expectations
As the world continues to adapt to life during the pandemic, consumers whoâve had to postpone or even cancel non-COVID-19 related healthcare are starting to think about rescheduling appointments. We recently launched the second wave of a nationwide syndicated study to gauge consumersâ healthcare perceptions, concerns, and…
Lessons from The DRG’s Largest Remote Work Experiment
In February 2020, Time magazine published an article titled, âThe Coronavirus Outbreak Has Become the Worldâs Largest Work-From-Home Experiment.â Well, it certainly is that for all of us at The DRG. While we are not new to having a remote workforce, we learned quite a bit after transitioning from 10% to nearly 100% remote operations.
Consumer Perceptions of the Banking Industry During the Coronavirus
In the face of daunting challenges and economic uncertainty brought on by the Coronavirus pandemic, one thing is clear, consumers are calling upon the banking industry for support to help them navigate through this crisis and safeguard their financial futures.
10 Stats on Healthcare Consumersâ Reactions to COVID-19
Results from a recent research study to begin measuring how COVID-19 is impacting consumersâ healthcare attitudes and behaviors.
Listening to Consumers in This Season of Uncertainty
By now, every one of us is dealing with the harsh reality of the global health crisis brought on by the coronavirus pandemic. This much is clear, a season of uncertainty has begun. Amid the turmoil and stress of serious health concerns, social distancing, and economic upheaval, Americans across the country are finding the need to create new means of connection and community with one another.
Socialize Marketing Research to Share the Customer Story
Whatâs the single, most critical step in the marketing research process? Would you say itâs clearly defining the business problem at hand? What about ensuring youâre gathering feedback from the right target audience? Of course, you canât underestimate the importance of asking questions in just the right way to get the information needed or verifying the quality and accuracy of your data.
2020 Market Research Trends: Impacting Researchers’ Roles
If we had to use only one word to describe the 2010âs, it would be disruption. Across nearly every industry, the way we do business has changed with the emergence of the gig economy, rapid advancements in technologies like AI, VR, and machine learning, and of course, the impact of the âAmazon effect.â
How to Get the Most Value from Your B2B Customer Research
The ultimate goal of your B2B customer research is to gain a deeper understanding of what customers want and need from your brand so you can build stronger relationships and improve their overall experience.
3 Reasons Your Brand Needs a Personalization Strategy
Thereâs little doubt that having a marketing personalization strategy can help turn prospects into customers and increase their engagement with your brand. In fact, companies who donât communicate with customers in a personalized manner leave themselves vulnerable to brand switching.
Are You Setting Your Sights on the Right North Star Metric?
A North Star Metric is commonly described as the one metric that matters most to a company. It reflects the core value an organization delivers to its customers, which should align with the companyâs growth strategy. Yet, determining which metric makes most sense…
Win-Loss Research: The Secret to Success is in the Strategy
If you have ever felt the sting of losing a customer to a competitor brand, youâd be in good company. Even brands with the most loyal customer base arenât immune to losing a sale to the competition. There is, however, a way to transform the pain of lost customers into a tremendous learning opportunity! Itâs called win-loss research. From a tactical standpoint,…
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