Tom H. C. Anderson - More Than Market Research

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 […]

[Read more →]

 
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 […]

[Read more →]

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 […]

[Read more →]

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 […]

[Read more →]

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

[Read more →]

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 […]

[Read more →]