A Twitter Bubble?
A Pew Research Center study finds that the social media sites that journalists use most frequently differ from those that the public turns to for news.
consumer experience/CX
Is Making $250,000 Enough?
One-third of Americans making $250,000 (the top 5%) say they “live paycheck-to-paycheck.”
Video Game Growth
According to Newzoo, the video game market will generate $203.1 billion in revenue worldwide in 2022. Meanwhile, the wave of consolidation in the video game market is likely to continue.
- Analytics & Data Science
- Article
Optimizing Interventions Along the Customer Journey
Random controlled experiments for A/B testing help improve things like a company's marketing or customer service. However, individually optimizing interventions may not always capture interactions across the entire purchase decision journey. To optimize interventions more holistically, use a Bayesian reinforcement learning model. It can integrate multiple historical experiments, which can improve both current impact as well as future learning.
Member Only AccessPeople Crave Simpler Brands
According to research in the new edition of Siegel+Gale’s World’s Simplest Brands study, the pandemic has made people’s lives more complex. It is causing many consumers to desire — and to pay a premium for — simpler experiences. Read more »
New Research Insights from MSI
MSI Working Papers provide new insights from high quality research projects. Here are three examples. Read more »
- Targets & Segments
- Article
When Should You Apologize for a Service Failure?
GPS and other new, digital technologies have given companies capabilities like never before. They also bring up new questions. For instance, if a company using GPS can see a small service failure is about to occur, should it proactively apologize in real-time or let it go? Proactive apologizing can backfire, which may cause the customer to perceive this service experience as lackluster, leading to decreased satisfaction, trust, recommendations and patronage. What can be done to help managers decide if and when to apologize, and when appropriate, how to do so in the right manner? This study offers some insights.
Member Only AccessNYCU: Personalization Creates Brand Connections
A Redpoint Global survey of U.S. adults, conducted by Dynata, highlights trends in brand loyalty and implications around customer experience management.
NYCU: Do Employees Work Better in Teams or Alone?
The pandemic has brought new relevance to the question: Are teams better than individuals at getting work done? New research finds surprising answers for managers trying to figure out the best way to assign tasks.
NYCU: Four Key Drivers of Brand Equity
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