Spark

 

Meaning, context, and the top-of-mind issues influencing your business’s CX, EX, and BX

Who Owns CX and EX?

Who Owns CX and EX?

The language used around customer experience (CX) can be dramatic. Phrases about being “customer obsessed” or making customer experience the “new battleground” 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

Help Wanted: Labor Shortage Impacts on CX & EX

We’ve all seen the signs. The “Now Hiring” 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

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 DRG’s…

Adaptive Resilience

A revelation in doing business.
A revolution in staying relevant.

How Brands Pivot in the Face of Uncertainty

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 it’s 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

New Research: Consumers’ Shifting Healthcare Expectations

As the world continues to adapt to life during the pandemic, consumers who’ve 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 consumers’ healthcare perceptions, concerns, and…

Lessons from The DRG’s Largest Remote Work Experiment

Lessons from The DRG’s Largest Remote Work Experiment

In February 2020, Time magazine published an article titled, “The Coronavirus Outbreak Has Become the World’s Largest Work-From-Home Experiment.” 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.

Listening to Consumers in This Season of Uncertainty

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

Socialize Marketing Research to Share the Customer Story

What’s the single, most critical step in the marketing research process? Would you say it’s clearly defining the business problem at hand? What about ensuring you’re gathering feedback from the right target audience? Of course, you can’t 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

2020 Market Research Trends: Impacting Researchers’ Roles

If we had to use only one word to describe the 2010’s, 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 ‘Amazon effect.’

3 Reasons Your Brand Needs a Personalization Strategy

3 Reasons Your Brand Needs a Personalization Strategy

There’s 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 don’t communicate with customers in a personalized manner leave themselves vulnerable to brand switching.

Are You Setting Your Sights on the Right North Star Metric?

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 company’s growth strategy. Yet, determining which metric makes most sense…

Win-Loss Research: The Secret to Success is in the Strategy

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, you’d be in good company. Even brands with the most loyal customer base aren’t 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! It’s called win-loss research. From a tactical standpoint,…

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