New Postings - Industry News
Taking Two Different Roads to Find Customer Satisfaction
Taking Two Different Roads to Find Customer Satisfaction
- by Tom Fusso
A comparison of two customer studies of policyholders of
large US auto insurers
 I was reading the results of a customer satisfaction study by Insure.com of policyholders of the larger US auto insurers. They assessed overall satisfaction, and ranked the carriers from the highest carrier (USAA, a 96% overall satisfaction rating) to the lowest carrier in their survey (Farmers, at 79%). Their survey was done in 2011 among 4,500 consumers. Market Probe had also conducted a study of policyholders of the 12 largest auto carriers in 2011. Following is a comparison of the two studies.
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New Monday, 15 April 2013 13:35
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Looking to the future, political leaders forge their own personal brands
Looking to the future, political leaders forge their own personal brands
- by Judith Ricker
 With 2013 well underway, political leaders at the state and federal levels have continued to offer their messages on economic renewal, social policy and their uniquely branded political platforms. The 2012 presidential election was subjected to more social media, widespread access to information and marketing strategies than any other in U.S. history. With that in mind, the next line-up of presumed presidential hopefuls has begun to solidify and market their brand images on an unlikely national stage. The Associated Press recently wrote about this issue, and its importance in the political atmosphere.
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New Thursday, 17 January 2013 19:54
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Leading UK Banks Pursue Advocacy-Focused Service Culture
Leading UK Banks Pursue Advocacy-Focused Service Culture
- by Tom Fusso
In an October 10, 2012 article (Datamonitor via COMTEX), it was announced that Barclays was focusing their frontline staff incentive plan solely on providing good customer service to the exclusion of sales performance. This represents a significant shift from commission-based sales incentives. This follows a similar announcement about a similar service strategy from the Co-operative Bank a few weeks earlier. The article went on to describe a finding from Datamonitor’s 2012 Financial Services Consumer Insight Survey, which found:
“… 70.7% of UK consumers would tell family and friends about a positive experience, while 74.0% would do the same after a negative experience.”
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New Thursday, 18 October 2012 19:46
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Revisiting the Focus of Customer Research
Revisiting the Focus of Customer Research
- by Market Probe
 Market Probe EVP, Michael Lowenstein, to Present at Customer Experience Conference in Barcelona, Spain
Michael Lowenstein, Ph.D., CMC, an Executive Vice President at Market Probe, will present "Revisiting the Focus of Customer Research: Linking Customer Behavior and Brand Perception with Business Outcomes." Bringing together brand passion and customer advocacy behavior into a single, actionable measurement construct has been a goal of marketers, brand managers, and researchers for decades.
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New Wednesday, 12 September 2012 19:08
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Market Probe is pleased to have recently sponsored the Third Annual Customer Advocacy Benchmarking Program for large retail banks in the U.S. I personally congratulate the winners among the national banks, super-regional banks and regional banks.