Customer Intelligence

How to Use Customer Segmentation to Answer the Difficult Questions Driving Consumer Behavior

Segmentation & Persona Development, Voice of Customer

Customer segmentation is much more than merely “categorizing” customers along traditional baseline filters: demographics, geographics, psychographics, and prior purchase history. While those data points are useful as far as they go, they simply don’t go deep enough.

Quirks: Methods for Determining Your B2B Brand’s Value

Brand Research, Voice of Customer

To elevate a brand and maximize revenue, it is increasingly critical for B2B companies to understand the entirety of their brand’s value. From brand mapping to apostle analysis, burgeoning B2B firms have many ways to gauge and grow the impact and awareness of their brand.

Show Me, Don’t Tell Me.

Voice of Customer

One of our recent innovations in our ongoing pursuit to optimize and perfect Emotion Intelligence research is the use of images in a “qual-then-quant” process to gain deeper and more authentic insights into how emotions and sentiment are driving purchase decisions (or not).

eBook: Measuring and Optimizing the Customer Experience

Customer Experience & Journey Mapping, Consumer & B2B2C

It is critical, when analyzing and working to optimize customer experiences, that three primary tenets of sound CX design be woven deeply into the fabric of the analysis, even when using artificial intelligence or other technology to do some of the information gathering and processing.

Price Modeling: Applying Science When Data is Scarce

Pricing Research

Historically high and stubbornly persistent inflation in recent years has wreaked havoc on more than just consumers’ wallets. It has also had the effect of throwing many companies’ pricing strategies out of whack and into question. Rather than play a hunch, the smart money is on a proven methodology for setting pricing strategy based on hard facts, figures and formulas.

Qual >> Quant >> Qual

There are situations in which either quantitative or qualitative research is the more appropriate research vehicle. But where quantitative research is concerned, we usually recommend an approach that “book-ends” the quantitative research instrument with two qualitative research exercises.  

Measure What the Customer Treasures

Customer Experience & Journey Mapping, Voice of Customer

Let’s look at some of the common metrics used to understand customer perceptions as well as to measure whether the actions a brand takes is having a positive impact on those perceptions. It is important to note that, while all of these measurement approaches are important on their own, none by itself represents the complete and exhaustive measurement of customer opinion. Rather, it is the application of many (or all) of the appropriate tools that will provide the most accurate and holistic measurement of customer perception — including one critical metric that is unique to The Martec Group and the brands we work with.

The Martec Group Featured as One of “8 Top CX/UX Research Companies”

Customer Experience & Journey Mapping, Voice of Customer

The Martec Group is proud to be featured as one of "8 Top CX/UX Research Companies" by Quirk's Media in the September/October special issue on customer experience (CX) and user experience (UX).

How to Take a “5-D” Approach to Optimizing CX

Customer Experience & Journey Mapping, Voice of Customer

A comprehensive look at four methodologies we use to not only understand the existing customer experience, but to optimize that experience for how an audience wishes to experience an interaction with a brand.

The Art and Science Behind Injecting Emotion into Business-to-Business Marketing

One area of the marketing research discipline that cannot be emphasized enough is a certain power perhaps upstream of provocation, and that’s the power of emotions. We have studied the role emotions play in purchases of all kinds of purchases and strategic decisions — B2B and B2C alike — and the research shows that emotions are powerful drivers of action.

Customer Experience: Humans Experiencing Human Emotions & Making Moments to Remember

Customer Experience & Journey Mapping, Voice of Customer

Why a customer chooses to buy, and when, and whether that customer can be retained, whether he or she will become a vocal brand advocate, and why that customer chose our product or service over a competitor’s represent the secret sauce to replicating that behavior in others—creating customer experiences that drive future sales. But without understanding the why, you are more or less guessing at the what you are trying to replicate.

Understanding Customer Purchase Drivers

Competitive Intelligence, Customer Experience & Journey Mapping, Voice of Customer, Food & Beverage

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How to Understand Your Brand’s “Emotional Value”

The difficulty lies in transcending the understanding of whether a brand’s emotional value is “good enough,” as it’s much more complex than that. The question of, “Does the data suggest our brand’s emotional value is good?” simplifies the equation. What’s considered good for one brand, category, or product might be detrimental to another. What’s required to truly understand the emotional nuances that drive purchase decisions, brand affinity, customer loyalty, and even market share acquisition is deep analysis of not only which emotions a brand does evoke for a given market, but also which emotions that brand should evoke.

How to Apply ‘Predictive Path to Purchase’ to Better Understand Customer Behavior

Predictive Path to Purchase takes a more preemptive and proactive view of the myriad possible pathways, and charts potential and probable customer journeys — even those that don’t yet exist but potentially could and should.

How Emotion Intelligence Can Enhance the Customer Journey and Drive Business

Voice of Customer

AI-empowered methodology known as Emotion Intelligence (EI) has been helping brands better understand their customers’ and prospective customers’ buying inclinations, so that they can engineer optimal experiences that will appeal to humans’ emotional tendencies (and even their apprehensions) to facilitate exceptional customer experiences and increase sales.