Market Probe Research Archives

Market Probe senior executives including President and CEO, Dr. T.R. Rao are in-demand speakers at workshops, conventions and educational forums the world over.

• Dr. TR Rao, President and CEO, Market Probe - Middle East Retail Banking Conference, Dubai, 2009
• Best Practices in Voice of Customer Management - Integrated Approaches to Design, Measurement, Analysis and Reporting - Mr. John Morton, President, Market Probe Canada - Marketing Insights Conferences in Singapore and Kuala Lumpur, 2009
• Optimizing Your Customer Value Proposition - Deploying Voice of the Customer (VOC) Results - Mr. John Morton, President, Market Probe Canada - Marketing Insights Conferences in Singapore and Kuala Lumpur, 2009
• Understanding Customer Attrition and Developing Intervention Strategies - Dr. Kurt Pflughoeft, Senior Vice President, Market Probe - GBG Conference, Amsterdam, 2008
• Determining the Impact of Attitudinal Drivers on Customer Satisfaction in the Presence of Missing Data - Dr. Kurt Pflughoeft, Senior Vice President and Mr. Jorge A. Alejandro, Market Probe - ASA Joint Statistical Meeting, 2008
  
• Cluster Ensemble Analysis, beyond K-Means - Mr. Joseph Retzer, Director of Marketing Sciences, Maritz Research; Dr. Kurt Pflughoeft, Senior Vice President, Market Probe - AMA Advanced Research Techniques Forum, 2008
  
• Understanding Customer Attrition and Developing Intervention Strategies - Dr. Kurt A. Pflughoeft, Senior Vice President, Market Probe - International Consumer Insights Forum, 2008
• Management Metrics-Mr. John Morton, President, Market Probe Canada – NACCM Conference, Orlando, 2007
• Loyalty: Setting Goals and Making Them - Dr. TR Rao, President and CEO, Market Probe – GBG Conference, Amsterdam, 2007
  

Market Probe’s global team of research professionals includes a number of award winning authors. Listed below are 2 current releases. If you are interested in purchasing a book click on the link provided.

	Managing the Customer Experience, A Measurement-Based Approach by Morris Wilburn Selected as a finalist in the National Best Books 2007 Awards. Discusses in great detail how many companies' customer loyalty research programs fall short of their intended purposes
To order a copy of M. Wilburn’s book, please click here.
	Analysis of Customer Satisfaction Data by Dr. T.R.Rao and Dr. Derek Allen Explores the concepts of CSM and loyalty studies currently in use by market researchers around the world
To order a copy of Dr. Rao and Dr. Allen’s book, please click here.

	One Customer, Divisible by Michael W. Lowenstein Gathering, managing, and applying the right customer data (at the right time) to generate the most valued experiences and advocacy behavior
To order a copy of Dr. Lowenstein's book, please click here.
	Customer Winback by Jill Griffin and Michael W. Lowenstein A framework and practical model for helping companies optimize customer experience and loyalty
To order a copy of Ms. Griffin & Dr. Lowenstein's book, please click here.
	The Customer Loyalty Pyramid by Michael W. Lowenstein Focusing organizational attention on the important, often neglected, back-end of the customer life-cycle: risk, loss, and recovery
To order a copy of Dr. Lowenstein's book, please click here.
	Customer Retention by Michael W. Lowenstein Making the case for customer value and loyalty over customer satisfaction
To order a copy of Dr. Lowenstein's book, please click here.

Market Probe senior researchers regularly produce "White Papers." These documents are intended to help our clients understand ways to better utilize information to directly impact their businesses. The White Papers are another example of the value-added services we provide to our clients.

Market Probe White Papers are available by request. Please note White Paper catalog number as listed below when making your request.

WP8 - Understanding and Increasing Net Promoter Score
NPS issues and how to utilize analysis techniques suited to NPS's classification of: Promoters, Passives and Detractors
WP7 - Deriving Importance for Coded Comments
Key drivers are a germane aspect of survey data analysis; however, many survey attributes are measured on numeric scales.
WP6 - Satisfaction and Loyalty Measurement Issues
An underlying premise of satisfaction and loyalty research is that attitudes impact behaviors.
WP5 - Data Mining: Connecting the Islands of Analytical Techniques
Data mining offers much promise in discovering hidden and useful information that may be contained in the corporate database.
WP4 - The Road to Quantifying Lifetime Loyalty
A good analogy depicting the differences between satisfaction and loyalty is: satisfaction is a bit like measuring one’s mood, and loyalty is like measuring the many facets of one’s personality.
WP3 - Brand Research: Value, Equity and Price Premium
Branding can occur at both the corporate and product levels and often evokes not only rational assessments but also emotional reactions.
WP2 - Survival Analysis as a Platform for Predicting Customer Attrition Customer attrition has always been a continuous concern for corporations as it may be an omen with respect to their products and services.
WP1 - Comparison of Derived Importance Techniques In order to accurately determine how customers form their overall attitudes regarding a “product,” researchers must measure two aspects for each product attribute.