I was very pleasantly surprised and honored yesterday to have the paper I presented on Text Analytics in Market Research at the ESOMAR Innovate conference nominated for the best ESOMAR paper of the year award!
My presentation which was based on the paper took the audience through 3 case studies. A hospitality guest satisfaction case from […]
Entries Tagged as 'Customer Satisfaction'
Anderson Analytics Paper Nominated for ESOMAR Excellence Award
June 19th, 2008 · 1 Comment
Tags: Analytics · Anderson Analytics · CGM · Conferences · Customer Satisfaction · Market Research · Marketing · Text Analytics · Tom H. C. Anderson
Edsel Turns 50! (Understanding the Customer)
June 9th, 2008 · 2 Comments
50 Years after the Edsel, marketers still often fail to understand the customer
My recent post about the lack of quality/service and dismissal of my complaint at the local BMW dealership seemed to draw a lot of attention. Unfortunately I think it’s easy even for us in the marketing profession to forget to listen to our […]
Tags: Anderson Analytics · CRM · Customer Satisfaction · Market Research · Marketing · PR · Price · Promotion · Tom H. C. Anderson · quality
Marketing Guru Don Peppers and Tom H. C. Anderson Discuss Segmentation, CRM and State of 1 to 1 Marketing
June 6th, 2008 · 2 Comments
Peppers & Rogers Group Marketing Guru, Don Peppers and Anderson Analytics’ Tom H. C. Anderson discuss consulting, segmentation, CRM, and the current condition of One-to-One marketing.
[Marketing Guru Round Table Discussion #5 ]
Don Peppers
Marketing Guru
This Wednesday, I had a very interesting call with Don Peppers of Peppers & Rogers. I asked him a few questions about his […]
Tags: Anderson Analytics · Business Guru · CRM · Customer Satisfaction · Don Peppers · Interview · Market Research · Marketing · Marketing Guru · Segmentation · Tom H. C. Anderson
What place does quality have in marketing these days?
May 29th, 2008 · 13 Comments
Wondering if true quality has a place in today’s push for cost efficiency through globalization?
A study released yesterday among luxury car brands claimed BMW ranked #1 on quality and Toyota ranked 5th! I don’t think we know what quality is anymore, and perhaps it’s the consumers fault.
Most “economic historical” books that compare life then and […]
Tags: Branding · CRM · Customer Satisfaction · Loyalty Marketing · Marketing · Strategy · Tom H. C. Anderson · Uncategorized · quality
CRM - BMW Style
May 20th, 2008 · 4 Comments
CRM - BMW Style
Just posting a comic today that one of my colleagues created. It’s in reference to my post the other day about my experience at BMW (I will add it there as well).
You gotta love consumer generated media (CGM). I will let you know when/if anyone from BMW contacts me
-Tom
Tags: CGM · CRM · Customer Satisfaction · Loyalty Marketing · SNS · Tom H. C. Anderson
BMW’s Marketing Department May Have a Screw Loose
May 15th, 2008 · 15 Comments
CRM BMW Style
Just like most hotel chains high end car manufacturers/dealerships have gotten on the customer satisfaction survey band wagon in recent years. This makes perfect sense of course.
A few years ago I understand BMW even paid Peppers & Rogers Group a bunch of money to help them understand their customer service marketing better. Not sure […]
Tags: CGM · CRM · Customer Satisfaction · Don Peppers · Loyalty Marketing · Surveys · Tom H. C. Anderson
