Customer Experience Research’s Strangely Negative Focus / RBDR

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October 29, 2019

Today on RBDR: Wall Street Journal reporter Sharon Terlep reported on the highly unusual state of customer experience research: instead of positive goals, its odd focus is on how badly a customer can be treated before a brand loses that customer’s loyalty.

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SAP NA Prez Touts Mktg Preeminence of “Customer Experience” / RBDR

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October 14, 2019

Today on RBDR: SAP’s North American President, DJ Paoni, blogged about the preeminence of customer experience as the marketing element that will dominate the planning of over 80% of consumer companies this year.

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Strange Goal For Customer Experience Research / RBDR

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August 7, 2019

Today on RBDR: Wall Street Journal reporter Sharon Terlep reported the state of customer experience research, which has diverted to a deep, intense comprehension of how badly customers can be treated before you lose their loyalty.

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SAP NA President on Marketing Preeminence of “Customer Experience” / RBDR

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July 9, 2019

Today on RBDR: SAP’s North American President, DJ Paoni, blogged about the preeminence of customer experience as the marketing element that will dominate the planning of over 80% of consumer companies this year.

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Changing Conditions Force MRers To Develop New Mindsets | RBDR

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June 6, 2019

Today on RBDR: In order to prolong an internal position for the market research function and to build on their contributions, 40-plus year researcher Larry Friedman says professionally-grounded market researchers have to develop a new research mindset in line with business’ vastly altered requirements.

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