Tag: trends
When Did Online Qual Begin?
The moment people could connect and communicate online, researchers were there. In the beginning the research was technical, paving the way for a vast network of open communication that was to follow.
As this virtual network of people grew, marketing researchers strapped on their boots and began exploring new ways of mining and collecting data. It wasn’t long before social researchers suited-up and started using email, group chats, and bulletin board systems to gather information. All of these initial efforts cleared the way for what is now known as online qualitative research.
While the first online focus group via group text was conducted by Marian Salzman in a pimped-out AOL chat room in 1992, it was actually research boards that came first. As early as 1984, when the “internet” was limited and accessible by only government researchers and universities, one student at Syracuse University was using a bulletin board system over NSFNET to interview students at UCLA.
Learn more about the history of online qualitative research in Qual-Online, the Essential Guide, available on Amazon.
Great Ideas Gone Wrong
When you hear a great idea, how do you know? The idea may sound great, but just because it has good intentions doesn’t mean it will work. At the very least, a great idea should be feasible and harmless to others.
Good Intentions
Not long ago a group of dedicated volunteers in my town got together to raise money for the local rescue squad. Their idea was to print and sell drink cards that offered a free drink at each of 6 local restaurants. The drinks were valued at $36 and the cards were priced at $20, and all the local restaurants agreed to accept them. Our town is a heavy tourist destination, so cards were given as gifts to visitors to encourage them to check-out local establishments.
Lasting Damage
People bought lots of drink cards and loads of money went to the rescue squad. Success, right? Wrong. Visitors who received the gifted drink card and attempted to use it encountered restrictions and ignorance from uninformed seasonal bar staff. So while the money was made in the moment, the damage of dissing tourists is immeasurable. Vacationers not only recount bad experiences to friends and family members, today their comments on social media reach further and linger longer. Ouch.
The drink card debacle is just one small example in the shadow of a far more substantial bad idea that occurred in Flint, Michigan. Town officials saved money in the moment, but gave way to irreversible damage down the line. Hindsight… you know what they say. So what’s the takeaway?
No Repeat
I can’t help but wonder: We all learn from our own mistakes, so why can’t we also learn from the mistakes of others? Sure, big gaffes get the news, but most mistakes only enlighten the bumbler. In today’s connected world, where is the portal to deposit our lessons learned? Facebook and Instagram are filled with accomplishments, carefully selected ‘selfies’, and emotional, envy-inducing posts. Wikipedia offers us our collectively edited facts, and millions of websites push products and self-serving information. Where is the hub for all things that went horribly wrong? All the lessons of war. Of life. A virtual library of bittersweet warnings, filled with evidence of what not to do. Or perhaps a way to tag those bits of learning amidst all that worldly web content.
With today’s technology and our tendency to share, a blunder blog sure sounds like great idea…
5 Business Trends to Watch
Originally published June 19, 2015
Business behavior can be very telling. InsideHeads identified these 5 business trends to watch that will affect market research.
1. Crowdsourcing
If it’s not clear yet, social media is here to stay. The human desire to socialize and engage with others online gives savvy businesses the chance to collect feedback that is immediate, trusted, and free. Lengthy questionnaires have given way to quick polls, as attention spans of respondents wither down to seconds. Gone with consumer attention is the long term strategic planning that traditionally accompanies good marketing research. With the immediate feedback mechanism of today’s social media, businesses can (and do) post questions and problems to receive rich, real-time results. Smart brands looking towards the future are designing their virtual space with an eye on conducting more marketing research via social media.
2. BYOD (Bring Your Own Device)
Choice is everywhere these days and showing no signs of going away. Each of us uses a device (or multiple devices) that best meets our needs. As the lines between personal and business hours blur, businesses are realizing the advantages, and challenges (e.g., security), of implementing BYOD in the workplace. Present obstacles aside, solutions are on the horizon. Because BYOD is not a trend, today it’s a right. Successful businesses will accommodate choice and offer customized solutions across all of their marketing. Lenovo’s recent decision to issue logo options for multimedia marketing is just one example of a business bending their approach to fit the mobile world. We expect to see a lot more accommodating.
3. Access Ubiquity
Access ubiquity refers to having global, high-speed broadband available to all. Just a few years ago this would have felt like a pipe dream (pun intended), but today it’s not only feasible, it’s happening. As smartphone usage continues to rise around the globe, access ubiquity is the best thing to happen to market researchers since the pencil. Researchers who are keen to know what online research tools are available and when to use them will be well poised for future success.
4. Loyalty Metrics
Marketers today are finding the ROI of existing customers is far less than acquiring new ones. Loyalty rewards build organic (read: cheap) word-of-mouth, as customers eagerly share their joy with others online. The strategies of Walgreens and JCPenney seem right on target for future success, as we anticipate the demand for assessing the effectiveness and user experience (UX) of reward programs to rise.
5. Goodbye Voicemail
Big companies like JP Morgan Chase and Coke have taken voicemail out of their communication mix. While businesses may be driving this boat, it is in direct response to a changing culture. We may not fully understand all our aversions to leaving a voice message, it’s clear text messaging and email are tangible, trackable, and preferred. If your stock portfolio happens to be heavy in automated telemarketing, you may want to give those investments a second thought. Do not leave a message at the beep.
Mobile Internet Access on the Move
(Originally posted June 2015)
Today’s consumer is choosing to travel light and keep their access devices within arms reach at all times. According to the Pew Research Center, approximately 2/3 of US adults use their mobile phones to access the internet and one in three (34%) go online mostly using their cell phones. This statistic is even higher among Millennial, Hispanic and African American population segments. Mobile internet access is on the move.
While businesses may be hanging on to their computer infrastructure, consumers have clearly settled into their communication comfort zone. At quitting time, even business folks who are wired to their walls at work are grabbing their mobile devices and heading out the door.
Unless (until?) a better option comes along, people are opting to travel light and keep their devices close at hand. For a growing many, mobile-ready with full featured apps are eliminating the need for a desktop computer. It’s no wonder tablets, phablets, and smartphones are in such high demand.
Online Chat Focus Groups, Limiting?
(Originally published June, 2015)
I’ve heard more than one respected professional tell me that online chat focus groups do not allow for a significant depth of response and that respondents provide short, top of mind answers of limited value.
With thousands of notches on our online focus group belt, we can soundly report that participants provide as much detail and depth as requested. The critcal elements of success lie with a skilled interviewer and a well designed discussion guide.
When the moderator asks a question to a group responding only via text, some respondents will answer right away, then follow that up with detail in a separate comment, while others will type the whole answer before hitting send. However they answer, it is surprisingly intuitive to follow the collective conversation as it scrolls on the screen, and even easier on the back-end to pull what you need from the transcripts.
When pulling key quotes for your report, simply combine any “choppy” answers from a single respondent so you have the full picture of what the participant actually conveyed.
For example, a discussion about a new plastic storage container prompted a multitude of separate responses from a single participant over the course of several minutes. When pulled together, the brevity builds and begins to tell the full story:
“The containers are great… the attached lids… we have an office full of the old lids, no bottoms… the new containers stack well… labels don’t fall off… [I use the new containers for] storing everything here and at home that fits… [before I discovered these containers] I struggled with cardboard boxes we assembled ourselves… we can’t use the cardboard for long term storage… falls apart.”
-Kim, 35, male, IL
If you’re curious what a synchronous online focus group via text is like, look no further than this recorded InsideHeads session here.
Breaking Up With Customers Is Hard to Do
(Originally Published May, 2015)
As businesses big and small plod through a slow economy, there’s a tacit sense of urgency to survive. “We must increase sales! Where can we find new customers?!” This natural, albeit knee-jerk, reaction to tough times seems sensible. If sales are slowing down, clearly customers are not holding up their end of the agreement. Rejection hurts!
There’s the inevitable mourning period, but hopefully survival instincts kick-in and businesses get out of bed, into shape, and back out there in search of better customers.
That’s one way to handle it. There’s also begging for forgiveness.
Whichever approach you choose, breaking up with customers is hard to do. Walgreens recently presented their new strategy at the Loyalty Expo a few weeks ago in Orlando and highlighted two main reasons they’re opting to coddle current customers before marketing for more:
Acceptance is the first step to recovery.
Rather than run away in search of greener pastures, Walgreens accepted their inability to keep patrons happy and worked to identify and repair the “leaky bucket”. From learning from their past mistakes, Walgreens is able to mature into a better brand.
Reconciliation is cheaper than divorce.
Before seeking separation, Walgreens’ accountants crunched the digits and determined current customers held more value once all the efforts and expenses were factored in. Ultimately, marketing to current customer provides greater ROI – a language everyone speaks.
As Walgreens moves to ramp-up loyal customer rewards, they’re not leaving prospects at the door. How much “strategy seep” Walgreens will reap remains to be seen, but my money is on Walgreens for making happy customers who will surely spread and share the good news about Walgreens.
To Glass or Not to Glass
(Originally posted March, 2015)
Since launching Google Glass in April 2012, there has been much debate over the value and ethics of having a smartphone on your head.
The battle between the Glassed and the Glassless officially began in April 2013, when the Google goggles first landed in the hands of eager early adopters. Throughout the launch, Google had their marketing and PR departments in overdrive, coddling these new Glass “Explorers”.
As non-users began encountering Explorers in real life, they began asking questions. Lots and lots of questions. A privacy debate like no other began to rage and Google even published an embarrassing list of Do’s and Don’ts for Glass wearers. The Google guide dumbs it down to playtime rules at the park, actually espousing that Explorers not “be creepy or rude”.
While Google expanded Glass into the UK and Canada, an increasing number of developers began abandoning the Glass ship and the Glasshole sentiment began picking up some serious social media speed.
When Google announced the end of the Glass Explorer program earlier this year, it was a supposed regrouping to improve “appearance, price, and functionality.” Dare I say, I am Glassless for none of those reasons, but I digress.
Google’s spin on the shutdown? Glass has “graduated” from experimental to operational, and will now have its own department at the company.
Even at this early stage, I have to wonder if Google’s tireless marketing efforts to promote Glass as mainstream these past few years moved the needle of acceptance even a little. Google’s clever product placement on athletes, television, fashion shows, sporting events, and magazine covers – did it work?
Unfortunately, Jerry Seinfeld sporting Glass on the cover of Wired doesn’t change the fact that Google provides Glassholes a tacit method for covertly peering and recording a non-consenting audience.
Perhaps Google filed that problem under “functionality.”
March Madness Message to Marketers
Kingsford Charcoal burns the NCAA with #PayEd Campaign
Meet Ed O’Bannon, a talented college athlete whose likeness was used in a NCAA-licensed video game without his consent or compensation. Reports claim there are thousands” of student athletes in the same situation. None too pleased, Ed and others filed an antitrust class action lawsuit against the NCAA, challenging the organization’s use of images of former student athletes for commercial purposes. While the group recently won a landmark case last August, the NCAA appealed and litigation continues.
In all this brouhaha, one clever charcoal company fired off a brilliant David + Goliath like marketing campaign, positioning a brave and popular underdog against the big bad NCAA behemoth.
This month Kingsford Charcoal bags tout a picture of Ed O’Bannon and the company’s familiar tagline, with a searing twist:
“Lights 25% faster, doesn’t burn athletes.”
At the hub of the Kingsford Charcoal campaign is notably the hashtag #PayEd, which when tweeted on March 19th paid Ed O’Bannon $1 each time it was used.
I can’t help but consider the brilliance of this campaign. Clearly Kingsford is burning NCAA bridges, but their choice to ride the “right a wrong” rocket on social media during a month of madness is a keen one. And with #PayEd going viral and the limit set at $25,000, the cost of the promotion, including the new printing on all the bags, must have been… darn appealing, to say the least. All in all, a pretty clear smoke signal showing us the red hot marketing trends of tomorrow.