Measuring Your Brand’s Word of Mouth Potential: Net Promoter Score

Measuring Your Brand’s Word of Mouth Potential: Net Promoter Score
Last week I was contacted by two colleagues who had questions about using the Net Promoter Score (NPS) metric. NPS measures customer loyalty, and it came to prominence in a 2003 Harvard Business Review article, The One Number You Need to Grow, by Frederick Reichheld and Bain & Company. Reichheld’s assertion in the article was that it...

Learning About Your Customers For Free

Learning About Your Customers For Free
I had coffee a few weeks ago with an investor. One of his portfolio companies is having some growth problems and he’s been thinking that maybe they need to spend money on marketing help. The company is a farm-to-market retail store in a somewhat obscure location without much customer foot traffic. Because the company is small, can’t...

Three Research Pointers for Beginners

Three Research Pointers for Beginners
Earlier this year I wrote a three-part series on the Top Ten Entrepreneurial Research Mistakes. One of my favorite market research professionals, wrote to me and suggested adding three additional points: 1) Don’t assume you know how to ask the right questions. Get a book on research questioning or find a friend in the field. That is the...

Top 10 Entrepreneurial Research Mistakes, Part 3: Care & Feeding of Your Respondents

Top 10 Entrepreneurial Research Mistakes, Part 3: Care & Feeding of Your Respondents
This is the third and final part of our series on the Top 10 Entrepreneurial Research Mistakes. Use these links to read Part 1, Which Methodology to Use and Part 2, Asking Smart Questions. The series came out of a workshop we developed to help the entrepreneurs at 1871 be smarter about the market research they were conducting without the help of...

Top 10 Entrepreneurial Research Mistakes, Part 2: Asking Smart Questions

Top 10 Entrepreneurial Research Mistakes, Part 2: Asking Smart Questions
As we mentioned in our Part 1 post in April, being an entrepreneur sometimes feels like you’re playing the guitar while you’ve got a tambourine on top of your head, a harmonica in your mouth, and cymbals between your knees. Because of this, there are a lot of things that entrepreneurial companies try doing themselves, even if...

Top 10 Entrepreneurial Research Mistakes, Part 1: Which Methodology to Use?

Being an entrepreneur sometimes feels like you’re playing the guitar while you’ve got a tambourine on top of your head, a harmonica in your mouth, and cymbals between your knees. It therefore follows that there are many things that entrepreneurial companies of all sizes take a crack at doing themselves, even if they’ve never...

Easy Customer Research

Easy Customer Research
Last week I met with a potential B2B client who has been fortunate to have her product accepted by a major distributor in her category. Phone calls and new orders have begun to come in, which is very exciting! However when I asked her how most people were finding her, she did not know the answer. So I suggested the most basic, most inexpensive...

Entrepreneurs: Don’t Write That Survey!

I am an advisor to lots of start-ups. Lately I seem to be spending my time fielding enthusiastic questions from them about the kind of survey questions they would like to ask their customers. Here’s a typical recent email I received on this topic (names are changed to protect the innocent) from a marketing employee at one of these...

The Value Of Fresh Eyes

My friend Joe Hallinan has just come out with a new book Why We Make Mistakes, and he has a related Op-Ed piece in the New York Times this past Sunday. He talks about how fresh eyes bring really do see things that others more familiar with the material miss. In the Op-Ed piece he provides some great examples of how experts failed to see glaring...

10-Point Scale Fan Club

This blog post is guest authored by Dr. Anne Beall, President of Beall Research and Training. Anne is also the author of the succinct and very useful book Strategic Market Research. I asked Anne to write this post because I have found that it is sometimes challenging to convince clients that using a 10-point scale for their customer satisfaction...