All Posts under Category: Customer experience

Do They “Like” Me?

April 27, 2010  Author: Brianna

Since the first product or service was sold, an effective sales and marketing campaign became a necessity. How these items were advertised could make or break the future of that particular product. Certainly, in the case of similar products, it is the one that positively influences the most consumers that will sell the most products. [...]


Two Ways Companies Obstruct Their Ability to Hear their Customers

April 20, 2010  Author: Brianna

I’ve recently come across a great report called “The Consumer’s Voice–Can Your Company Hear It?” It’s a benchmarking study that Boston Consulting Group (BCG) conducted in the spring of 2009 to analyze best practices and gaps in companies’ capabilities for doing consumer insights. Forty global companies–each with at least $1.5 billion in sales and many [...]


Customer Experience Matters

April 13, 2010  Author: Andrea

I’ve been looking for a new coffee table for quite some time. The ones I liked were either too expensive or they didn’t look so great in person. Until last month I found the Modular Coffee Table at West Elm. I first saw it at their new store in Chicago [...]


How not to botch customer service

February 24, 2010  Author: Brianna

I fly a lot. And despite loyalty perks I still feel like I’m one cow among a herd being shepherded into the barn from the moment I get to the airport to the time I arrive at my destination. (For those that find the analogy strange, I grew up in rural American in a county [...]


What’s the benefit of innovation research?

February 8, 2010  Author: Brianna

A few weeks back I wrote about how I was feeling uncomfortable with a recent thread in the industry stating that the way to get ahead in the marketplace is to stop listening to your customer and to focus on your competition.
If you’ve taken any time to peruse our website, you can understand why I’m [...]


Three interesting tidbits from my morning reading

January 28, 2010  Author: Brianna

When time permits, I like to start my mornings reading all the daily newsletters, publications, etc. that have accumulated in my inbox from the day before. I had that time this morning and came across a few really interesting things. I thought I’d share…
1. Vicon Revue-A new camera that could revolutionize remote research
It’s worn around [...]


Hudson’s Intranet Redesign is a Success and Sylver Helped to Make It That Way

November 11, 2009  Author: Brianna

It’s with great pleasure that I get to share the success of a past project that we’ve worked on.
Three years ago, Hudson, an international staffing, recruitment and talent management company, started an initiative to redesign their intranet, believing that it should and could be a productivity tool for the organization. To help define which [...]


Going Deep into Customer Data

October 21, 2009  Author: Brianna

At Sylver Consulting we’ve always been committed to extracting deep insight from the research data that we collect. To do this, we leverage a number of analytic models and frameworks, in addition to putting considerable time into the up-front planning processes associated with any project. But recently, we’ve surprised even ourselves with how much deeper [...]


Digital coupons are failing at customer experience

September 24, 2009  Author: Brianna

I love getting a deal. And when I score a product for $5 when it should be $7.99 for instance I’m elated and euphoric. So, needless to say, the idea of coupon cutting is a practice that I endorse and engage in avidly.
So, this morning when I read the NY Times article, “A Clip-and-Save Renaissance,” [...]


Mobile Literacy: Redesigning the mobile phone for low-income, emerging markets

May 20, 2009  Author: Brianna

If you’re interested in designing new services and products (particularly those tech-based) for individuals living in low-income, Bottom of the Pyramid (BoP) communities, then you need to check out the recent work of Adaptive Path. Last Fall they kicked off their Mobile Literacy project, sending two researchers into rural India to get a better grasp [...]