The retail sector, spurred by the advent of online shopping, has transformed itself across a variety of industries. While marketers have more opportunities to expand and sell globally, shoppers have nearly unlimited options to choose from. This has created an intensified competitive landscape for sellers and makes it even more challenging to stand out in the market and attract and hold the customer's attention ..read more

  Every business is in the business of serving its customers. And in a world full of choices, understanding customer behavior gets more and more important every day. Doing so enables an enterprise to outline how customers think and act and motivate them to prefer choices that benefit it’s brand. It is vital to boosting an organization’s competitiveness and ability to retain and engage more customers through customized products and solutions ..read more

  Customer Journey Mapping (CJM) enables a business to identify opportunities for growth by understanding customer expectations and perceptions at various touchpoints. It is an effective way for business leaders to look at the entire journey from the customer’s perspective and thus create a visual map to bolster business success ..read more

  Understanding a Customer's Journey is pivotal for a business, irrespective of its size, in order to draw insights into customers' experiences along with the perceptions they draw when interacting with the company ..read more

+     (Photo of Ben Gamse) The Direct Selling Association (DSA) has selected Gold Research Inc, a leading customer journey and member experience research firm, to help its global members successfully digitally transform and position themselves for long-term growth ..read more

    Improving the Patient Experience - Post COVID  The COVID pandemic has frozen many industries, but one that urgently needs attention is the healthcare industry. With over 2 million infected people in the US there is a great deal of fear and concern about visiting hospitals and other healthcare facilities by the rest of the population. Hospitals are reporting that patient traffic is down sharply and those that are visiting hospitals and emergency rooms are sicker than normal, having delayed a visit due to fears about the very hospital they need to address their conditions.&nbs ..read more

    Is Word-of-Mouth More Important than Advertising?  “Mad Men” popularized the glory days of advertising which dominated marketing 101 for decades.  In the world of customer advocacy, digital marketing and social media, does advertising have the same clout as “Word-of-Mouth” marketing ..read more

  For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe.  The topic rises to the top of the C-Suite agenda during times of talent shortages and customer experience failures ..read more

  Over $600 Billion is spent on advertising every year – much of it in retail promotions – to influence shopper behavior.  But there is surprisingly little research and understanding about how the various elements of the retail shopping experience impact shopper behavior – either in the store or online ..read more

  With over $600 Billion spent on advertising to create brand awareness, drive prospect conversion and build customer loyalty, surprisingly few companies track the brand loyalty throughout their customer’s experience with them to learn where loyalty is “won and lost”.  Our customer journey research efforts with global brands covers four key aspects of the “Path to Purchase ..read more