This past Monday I moderated a panel of thought leaders in market research to ponder the question: “How Will Social Media Change Customer Satisfaction and Loyalty Research?” The event was sponsored by the American Marketing Association, and included participants from GfK, Maritz, MARC, SAS, Market Tools, and Versta Research.
One of the fascinating insights to emerge from our discussion was that social media is not only a new channel of information and data, but that it is fundamentally different from previous channels of data. (more…)