Market Probe Research Archives
Learn From Our Global Team of Industry Experts
Market Probe offers an extensive library of books, papers and presentations authored by members of our highly accredited global staff. These materials provide readers with key insights into the minds of our researchers, statisticians and technology experts.
We invite you to browse the categories shown here. If you find a listing that interests you, submit your request by clicking on information request button at the bottom of the page.
Global Forums & Workshops
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.
- Brands and Passion: How Hot Brands Stay Cool in a Changing World – Ms. Judith Ricker, Executive Vice President, Market Probe, Mr. Todd Powers, Chief Research Officer, ARF, Ms. Belle Frank, Executive Vice President, Director of Strategy & Research, Y&R Advertising - Advertising Research Association – ARF Thought Leader Session, New York 2012
- Ideal Branch Design: Voice Of The Customer – Dr. TR Rao, President and CEO, Market Probe – BAI Branch 2.0 Symposium, Chicago 2011
- Understanding The Impact of Brand Passion on Customer Advocacy – Ms. Judith Ricker, Executive Vice President, Brand Research and Consulting, Market Probe – MRI Conference, New York 2011
- A Contemporary Framework For Customer Feedback and Advocacy - Dr. Michael Lowenstein, Executive Vice President, Dr. Tom Fusso, Executive Vice President, Market Probe – MRI Conference, New York 2011
- Loyalty and Advocacy in the Technology Market – Mr. Don Ryan, Vice President, Dr. TR Rao, President and CEO, Market Probe - TMAG Conference at AMD, Sunnyvale, California, 2011
- Market Probe SHARE+ Customer Advocacy research concept, technique, and results - Dr. Michael Lowenstein, Executive Vice President, Market Probe – The Conference Board Customer Experience Council Meeting, Columbus, Ohio, 2011
- Data Analysis and Measurement - Dr. Tom Fusso, Executive Vice President, Market Probe -The Marketing Research Event, San Diego, California, 2010
- The Power of Customer Advocacy in Business-to-Business Markets - A Research Approach to Leveraging the Power of Word-of-Mouth - Dr. Michael Lowenstein, Executive Vice President, Market Probe - Customer World Conference, Orlando, Florida, 2010
- Market Probe Customer Advocacy Framework - Dr. Tom Fusso, Executive Vice President, Mr. Saji Kumar, Managing Director, Asia/ Pacific -Customer Management and Loyalty Event, Sydney, Australia, 2010
- National Bank Customer Advocacy Research Study – Dr. Michael Lowenstein, Executive Vice President, Dr. Tom Fusso, Executive Vice President, Market Probe – ABA Marketing Conference, Minneapolis, Minnesota, 2010
- 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
Published Works
Market Probe’s global team of research professionals includes a number of award winning authors. Listed below are six current releases. If you are interested in purchasing a book click on the link provided.
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The Customer Advocate and the Customer Saboteur by Michael W. Lowenstein Linking social word-of-mouth, brand impression, and stakeholder behavior |
| To order a copy of Dr. Lowenstein's book, please click here. | |
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Managing the Customer Experience, |
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To order a copy of M. Wilburn’s book, please click here. |
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Analysis of Customer Satisfaction Data |
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To order a copy of Dr. Rao and Dr. Allen’s book, please send your request to Market Probe. click here |
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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. | |
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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. | |
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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. | |
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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. | |
White Papers
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.
For more information about Market Probe's Library of White Papers, please CLICK HERE
WP26 – Customer Advocacy and the Branded Experience
Uses company examples to demonstrate that what really leads to loyalty and advocacy is the company-wide commitment to strategic customer-centricity and ongoing creation of customer-perceived value
WP25 - Advocacy Q - Corporate Image, Trust and Reputation, and Customer Advocacy Behavior
A presentation of studies that show a direct business outcome connection between advocacy and corporate reputation and trust
WP24 - Advocacy P - The Network is Not Enough: Nurturing Customer Advocacy to Avoid Commoditisation in the Mobile Telecom Industry
The growing challenges facing mobile telecom carriers where there is market saturation and a need to improve revenue streams while competing on price/tariff
WP23 - Advocacy O - The Voice of CIOs/CTOs and Technology Decision Makers
Key findings from Market Probe's new Enterprise Loyalty and Advocacy Multiclient Study of IT decision makers that challenge the way in which technology decision makers communicate
WP22 - Advocacy N - Advocacy Drivers Among IT Decision Makers
A discussion of Advocacy drivers among IT decision makers based on results of Market Probe's new Enterprise Loyalty and Advocacy Multiclient Study of IT decision makers
WP21 - Advocacy M - Advocates of Retail Stores? Findings from New Study Suggest Major Retailers Should Listen!
Are Consumers Passionate Advocates of Retail Stores? Using in-depth qualitative consumer research to examine the link between multidimensional Brand Passion and Advocacy behaviour
WP20 - Advocacy L - The Imperative for Understanding Advocacy in Technology Markets
The highlights of the groundbreaking results of Market Probe’s new Enterprise Loyalty and Advocacy Multiclient Study in The Imperative for Understanding Advocacy in Technology Markets
WP19 - Advocacy K - Enterprise Technology Users: The New Advocates for Consumer Technology
The greatest consumer experience can be more than offset if services and devices perform poorly in business settings
WP18 - Advocacy J - Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?
What works and what does not when it comes to loyalty and reward programs
WP17 - Advocacy I - Market Probe's Analysis of Customers with Bank-Managed Investable Assets
The Advocacy framework provides a strategic path to grow revenues by identifying a bank's most lucrative customers
WP16 - Advocacy H - Does Customer Advocacy Exist in B2B?
Specific case studies answer the advocacy question we are most frequently asked
WP15 - Advocacy G - From Zero-Defect Quality Circles to the Customer Experience
Advocacy is explored using a European case study
WP14 - Advocacy F - Model(ing) Behavior: What Works and What Doesn't, and Why, in the World of Customer Loyalty and Business Outcomes
Sift through the confusion of customer research models
WP13 - Advocacy E - Innovative Approach for UK Retail Banks to Protect and Grow Their Most Important Asset
Identify and measure the impact of the advocacy groupings of UK bank customers
WP12 - Advocacy D - Linking Employee Behavior to Customer Loyalty and Business Outcomes
How do a company's employees impact their customer loyalty and advocacy?
WP11 - Advocacy C - Customer Attitude and Behavior Measures That Matter
Is customer recommendation enough to determine future behaviors?
WP10 - Advocacy B - Real World Actionability Beyond Recommendation
The case, and proof of marketing value, for determining customer advocacy level
WP9 - Advocacy A - Powerful, Insightful Retail Bank Customer Advocacy Results Reported by Market Probe
Generally examines the results of Market Probe's National Advocacy Bank Monitor
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.
For more information about Market Probe's Library of White Papers, please CLICK HERE
WP26 – Customer Advocacy and the Branded Experience
Uses company examples to demonstrate that what really leads to loyalty and advocacy is the company-wide commitment to strategic customer-centricity and ongoing creation of customer-perceived value
WP25 - Advocacy Q - Corporate Image, Trust and Reputation, and Customer Advocacy Behavior
A presentation of studies that show a direct business outcome connection between advocacy and corporate reputation and trust
WP24 - Advocacy P - The Network is Not Enough: Nurturing Customer Advocacy to Avoid Commoditisation in the Mobile Telecom Industry
The growing challenges facing mobile telecom carriers where there is market saturation and a need to improve revenue streams while competing on price/tariff
WP23 - Advocacy O - The Voice of CIOs/CTOs and Technology Decision Makers
Key findings from Market Probe's new Enterprise Loyalty and Advocacy Multiclient Study of IT decision makers that challenge the way in which technology decision makers communicate
WP22 - Advocacy N - Advocacy Drivers Among IT Decision Makers
A discussion of Advocacy drivers among IT decision makers based on results of Market Probe's new Enterprise Loyalty and Advocacy Multiclient Study of IT decision makers
WP21 - Advocacy M - Advocates of Retail Stores? Findings from New Study Suggest Major Retailers Should Listen!
Are Consumers Passionate Advocates of Retail Stores? Using in-depth qualitative consumer research to examine the link between multidimensional Brand Passion and Advocacy behaviour
WP20 - Advocacy L - The Imperative for Understanding Advocacy in Technology Markets
The highlights of the groundbreaking results of Market Probe’s new Enterprise Loyalty and Advocacy Multiclient Study in The Imperative for Understanding Advocacy in Technology Markets
WP19 - Advocacy K - Enterprise Technology Users: The New Advocates for Consumer Technology
The greatest consumer experience can be more than offset if services and devices perform poorly in business settings
WP18 - Advocacy J - Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?
What works and what does not when it comes to loyalty and reward programs
WP17 - Advocacy I - Market Probe's Analysis of Customers with Bank-Managed Investable Assets
The Advocacy framework provides a strategic path to grow revenues by identifying a bank's most lucrative customers
WP16 - Advocacy H - Does Customer Advocacy Exist in B2B?
Specific case studies answer the advocacy question we are most frequently asked
WP15 - Advocacy G - From Zero-Defect Quality Circles to the Customer Experience
Advocacy is explored using a European case study
WP14 - Advocacy F - Model(ing) Behavior: What Works and What Doesn't, and Why, in the World of Customer Loyalty and Business Outcomes
Sift through the confusion of customer research models
WP13 - Advocacy E - Innovative Approach for UK Retail Banks to Protect and Grow Their Most Important Asset
Identify and measure the impact of the advocacy groupings of UK bank customers
WP12 - Advocacy D - Linking Employee Behavior to Customer Loyalty and Business Outcomes
How do a company's employees impact their customer loyalty and advocacy?
WP11 - Advocacy C - Customer Attitude and Behavior Measures That Matter
Is customer recommendation enough to determine future behaviors?
WP10 - Advocacy B - Real World Actionability Beyond Recommendation
The case, and proof of marketing value, for determining customer advocacy level
WP9 - Advocacy A - Powerful, Insightful Retail Bank Customer Advocacy Results Reported by Market Probe
Generally examines the results of Market Probe's National Advocacy Bank Monitor
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.