The following post was written by Mark Dengler, President at RMS. As summer starts to wind down, I trust that folks are enjoying the sunny and hot weather. However, don’t be fooled by these hazy days. Companies can’t afford to be lazy. Summer is actually an excellent time to work on relationship marketing strategies with existing Read more

This blog post is a summary of a recent project completed by Research & Marketing Strategies, Inc. (RMS).  Background: Onondaga County Water Authority (OCWA) partnered with Research & Marketing Strategies, Inc. (RMS) to conduct a study regarding its current satisfaction, loyalty, image, and needs among customers. The client wanted to better understand key drivers of customer satisfaction Read more

Over the years, branch usage and face-to-face transactions have decreased in frequency at financial institutions.  Alternate banking channels have become more convenient, familiar, and rich in features.  Consumers are turning to ATMs, Kiosks, Mobile, and Online to conduct transactions that in the past they may have gone to a branch for.  A study conducted by Read more

This blog post was written by our guest blogger Mark Dengler, President of Research & Marketing Strategies (RMS). Marketing is an ongoing effort within an organization. In our current economy, marketing innovation often trumps product/service technical innovation. What makes it tricky is the fickleness of consumers. In this world of rapid change and the continual need Read more

This blog post was written by our guest blogger Mark Dengler, President and Owner of Research & Marketing Strategies (RMS), a market research company in Upstate NY. In order to successfully serve customers, businesses must have an acute understanding of customers’ needs. Using market research and conducting a Customer Needs Assessment shows customers you are Read more

This article is taken from the October 2011 edition of the RMS Newsletter. Customers have always been the backbone of any successful business. Therefore, it makes sense that a business should ensure its customers’ happiness. After all, happy customers supply repeat business, greater opportunities for cross and up-selling, word of mouth recommendations, as well as Read more

This blog post was written by our guest blogger Mark Dengler, President and Owner of Research & Marketing Strategies (RMS) – a market research agency in Upstate NY.  This article was also featured in a prior edition of the RMS newsletter. Have you ever wondered, “Do I really understand how our customers perceive our company?  Read more

Customer satisfaction research is one of the most basic forms of market research.  It’s a course of research that virtually all businesses have considered, and in a lot of cases implemented.  Customer satisfaction surveying is a linchpin in process improvement, offers a portal to customer feedback, and is used to evaluate products and services.  Yet there are many Read more

The Bunker discusses customer loyalty and why you should measure it with market research. Satisfied customers are more loyal, they buy more frequently, they are less price sensitive, and they offer good word of mouth. If you choose to do any market research whatsoever, choose to at least measure your customer satisfaction.