Customer Research

Google launches customer survey tool

Google launches customer survey tool

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Google launched its first consumer survey tool designed to help companies conduct low-cost, online research, said Andrea Faville, the company's manager of global communications and public affairs.

Q&A: Riley Gibson, CEO and cofounder, Napkin Labs

Q&A: Riley Gibson, CEO and cofounder, Napkin Labs

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Riley Gibson, CEO and cofounder of Napkin Labs, discusses how brands are using the "crowd-sourcing platform" to conduct loose-format focus groups.

Listen to customer communities to build loyalty

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The key to building customer loyalty is listening to your customers. There's no point trying to manage customer relationships if you don't know what it is your customers need. One way to build customer relationships is by creating a brand community atmosphere that fosters customer interactions with peers as well as your business.

Kana Software acquires social listening company Overtone

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Kana Software, a service experience management technology provider, acquired Overtone, a maker of social media and customer listening platforms, on April 5. The deal will allow Kana clients to understand and analyze customer sentiment, emerging issues and trends across social networks.

Q&A: Bob Klein, chief strategy officer of Blue Chip Marketing

Q&A: Bob Klein, chief strategy officer of Blue Chip Marketing

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Blue Chip Marketing chief strategy officer Bob Klein discusses how to prevent consumer 'de-selection' of brands and the importance of customer research.

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