The discounted customer experience - Bathroom Blogfest 2009

The bathroom blogfest started a couple of years ago with - a bunch of global women bloggers narrating their good…bad…and ugly experiences around restrooms.

The theme this year is a bit more inclusive - ‘Flushing the Recession and Plunging into Forgotten Spaces.’

There is not much more I could add around the bathroom customer experience. I have not been actively following that category in my research work nor has the public restroom facilities in India changed a great deal in the last couple of years.

Flushing the Recession...did bring to mind customer experience of a different kind. Earlier in the year when most retail brands had seen a steep drop in sales – the reaction was to announce large discount sales to get back the foot-falls. Their game plan worked and people did rush back. Though the experience at most stores was disappointing to say the least.

All I could remember of my visits to retail outlets during that phase was – brands being reduced to an untidy heap of merchandise…one had to really sift through the pile to get something that matched one’s size or taste. Sales staff were either missing or chatting way in corners and worst of all the discounts were far from attractive. Trial rooms were cramped, with disheveled clothes strewn around the place. And the experience was consistent across brands – whether one stepped into global brand outlet like UCB / Levis or a local brand outlet – it all felt the same. It did really feel like a ‘forgotten space!’ Did sales pick up? I don’t know thought I doubt it. However what such an experience does – is dilute the experience / image that a ‘brand’ creates for a long time to come.

A brand that stood out at that time was one that offered a consistent in-store experience to what it would offer on a ‘non-discount’ day – well stocked, well organized merchandise, courteous...helpful staff, the trial room was spacious, tidy and pleasant.

Brand owners often think that customers never fail to notice a discount in price…what they forget is - the customer will also never fail to notice a discounted experience.

Participating bloggers for the Bathroom Blogfest ’09 include:

• Susan Abbott at Customer Experience Crossroads
• Shannon Bilby at From the Floors Up
• Shannon Bilby and Brad Millner at My Big Bob’s Blog
• Jeanne Byington at The Importance of Earnest Service
• Becky Carroll at Customers Rock!
• Leslie Clagett at KB Culture
• Katie Clark at Practical Katie
• Iris Shreve Garrott at Checking In and Checking Out
• Julie at Julie’s Cleaning Secrets Blog
• Marianna Hayes at Results Revolution
• Maria Palma at People To People Service
• Professor Toilet at Professor Toilet’s Blog
• David Reich at My 2 Cents
• Bethany Richmond at The Carpet and Rug Institute Blog
• Carolyn Townes at Becoming a Woman of Purpose
• Stephanie Weaver at Experienceology
• C.B. Whittemore at Flooring The Consumer and Simple Marketing Blog
• Linda Wright at Lindaloo.com: Build Better Business with Better Bathrooms

Links to the Bathroom Blogfest’s official Blog and Facebook Fan page

#ladiesroom09

The impact of mergers on Qual Research : Bricolage to standardisation

Earlier this year Martin Sorrell won his latest battle when the merger was announced between TNS and RI, an event that seemed to indicate a growing trend: the creation of market research behemoths.

The reason cited for the merger was, as always, to strengthen the value of the offering to the client. But is there a different truth lurking somewhere beneath the surface? The general consensus seems to be that an industry-wide movement towards global research conglomerates will force the smaller merged companies to conform to 'templatisation'. The underlying assumption is that less researcher time spent on customisation translates to greater ROI on projects. It's a tempting assumption – and it could work with quant research – but the qual business plays by a different set of rules.

The effect of restructuring

Susan Abbott, of Canada-based Abbott Research & Consulting, believes that insights from qualitative projects result from the customised research designs and wisdom of senior researchers when interpreting studies. In larger firms, however, these same people would typically be responsible for managing people and bringing in business, not interpretation or analysis.

Sadly, this often prompts a form of 'straight jacketing'. The impetus to look beyond the available toolkit flags. In fact, individuality is discouraged – possibly one reason why clients opt out and go to smaller agencies where thinking out of the box is possible. Susan Saurage-Altenloh, of Saurage Research in the US, confirms this thinking. She believes that, as firms merge, there are economies of scale, but some of the spunky creative abilities and ensuing client benefits get flattened out.

History tells us what we might expect in the future. A senior researcher in France recalls that the merger of Insight, then one of the most sophisticated French qual agencies, with European quant giant IPSOS, prompted the exodus of over 10 research directors. And today? It could be argued that Insight's creative 'savoir-faire' is but a shadow of former days.

Dina Mehta, from Mosoci India, quit one research firm soon after it switched from a bricolage-like approach to one that was more structured, large scale, focusing on quantity rather than quality. With the need for quick turnaround times and high volumes, she found herself behaving more like an administrator chasing targets than a researcher.

Another research consultant, Charukesi Ramadorai, points to what may be the first signs of a more serious issue – that of commoditising the business. Since, within large agencies, a tailored approach is discouraged she observes that those 'brand qualities' differentiating the qual service offering are becoming more and more diffused. Barring projects that involved the use of copyrighted models, which inherently have some degree of differentiation to offer, there is little difference in the way most large agencies work.

Virginia Valentine in her MRS 2001 conference paper 'Repositioning Research: A New MR Language Model' highlighted how the MR discourse currently encodes the old imagery of a researcher as backroom technician while consumption has changed and demands that the researcher takes on the role of a strategic thinker.

The TNS/RI press release talks – on the face of it – about increased capabilities. It mentions 'that both TNS & RI will join forces and use their strength, resources and talent to deliver value to their clients.

The new company will be either the largest or second largest in every major research market giving them 'on the ground' ability to deliver industry knowledge and global protocols to clients.'

But let's take a step back and view this statement in the context of Virginia Valentine's framework for analysing the MR discourse. It might suggest that creating a large, stable information fortress could end up taking the research business in a direction that is not conducive to fostering a strategic forward thinking approach to research.

It could also mean taking qualitative research away from the metaphor model (a nimble, entrepreneurial environment that encourages intuition, creativity) and towards the metonymy model (a stable, predictable environment that emphasises conformance and process led endeavour).

How will qual survive?

Spinach's Helen Taylor observes that, for every big company merger or acquisition, a new crop of small boutique agencies spring up. While some continue to remain small and personality-led, others develop and grow into mid-sized agencies. So, overall, the qual market always offers a choice for research buyers.

Clients entrust large agencies with global projects and regular brand work since many of these organisations have historically conducted research for certain brands. N. Muthukumaran, from The Nielsen Company in India, points out that global outfits also, apart from offering logistical advantages when managing international projects, have access to nuances of what works well in which culture, which enhances a researcher's sensitivity. This is a competitive advantage that some of these large agencies may lose out on in the days to come, thanks to some of the new kids on the block.

The recent past has seen some global niche agencies in the qualitative space. They are nimble yet global, with the marketing focus that comes with multidisciplinary talent – a bunch of passionate individuals who love their craft.

Yet somewhere the line between a boutique agency and a large full service agency is blurring. In the ultimate analysis, it is not so much the size and reach of an organisation that by itself hampers or nurtures the spirit of qualitative research as its culture and orientation to business.

*Featured in InBrief May-June 2009

Digital Media – is destination the over-riding decision?

Your brand needs a digital media presence. That is the new medium. That is what people read, watch, where the new gen consumers hangout these days. If you don’t have a Facebook page and don’t send tweets to your 340 friends or consumers, then you must surely be from another planet. Everyone including my grandfather is on facebook…aren’t you?

Some such spiel by a digital media ‘expert’ typically leads to a flight (I don’t how to get on to this social media space and so I’ll just stand back and watch) or fight (let me find out the most popular social media tool and create a page there) response.

Lately, the utterly butterly delicious Amul decided to get itself a digital media presence and how? Through Second Life!

There was buzz around Second Life a few years ago and predictions how half the world is going to have a second life id by 2019 but then one day the buzz waned. Second Life expected me to download an application once I created an account and buy linden dollars. I wanted to do neither. Besides I didn’t see much sense in creating and avatar and hanging around second life.

It is surprising then that Amul’s foray into digital media ‘to be seen where it mattered’ happened via Second Life. Amul for sure has a digital presence thanks to that, though how it would enhance the brand’s visibility is a question I grapple with.

Its topical witty campaigns are so popular that I have often come across those campaigns do several rounds of my mailbox. And like a good sitcom each time I see them, I enjoy them. Converting these hoardings to virals or creating virals afresh would have been a natural extension of making the brand visible in the digital world. Refreshing their site, bringing it to date, making it more interactive with users would have made a more meaningful connect with people than a presence on Second Life. There is a lot more that can be done with their orkut page and blog which currently only has information on the Amul Vidyashree Awards – nothing more!

Rather than asking yourself WHERE I need to be in the digital media space, what makes sense to me is to ask yourself WHAT I wish to do while I’m there and then work the digital media strategy backwards from that point.

social media brands, Amul, Amul and second life

Blog URL Update

The blog is back on its parent host - blogger

Please note the updated URL

http://onqualitativeresearch.blogspot.com/

For feeds click here
cheers :)