This paper describes Coca-Cola's Real-Time Intelligence platform, built together with the System 1 Market Research agency BrainJuicer and brand consultants Talk Inc. Through this initiative, Coca-Cola gained access to real-time insights into its consumers' engagement with the brand, to anticipate and quickly act on opportunities, positively impacting Coca-Cola equity. The platform, initially developed for the World Cup 2014, is now a reality within Coke and perhaps the richest legacy left by the event. This case proposes an important question to all marketers: How ready are we to face the new reality of empowered consumers wielding the power of technology and media to produce unprecedented velocity of brand interactions? Real-time intelligence is essential for this new reality.
How mobile mass ethnography and online communities can offer a more accurate, holistic picture of consumer behaviour is illuminated by allowing stories to unfold rather than pre-framing the context. in a recent project with Kellogg's, BrainJuicer successfully used these approaches to create engaging insights for the Special K brand. Kellogg's knew that in order to unlock penetration growth, it would need a more emotional communications and NPD strategy for its target segment. By using mobile and digital platforms, BrainJuicer helped Kellogg's gain a deeper understanding of the role Special K could play in the target group's lives and discern insights that would inform the 2013 brand planning process.
A world without questions imagines a world where directly asking questions is banned. How research is shifting from interrogation to observation is explored in this wide-ranging and entertaining, interactive presentation. Researchers are adjusting to the challenge of a data-rich world. The message will be both a celebration of research innovation, and a focused and practical guide to the emerging methodologies of a 'post-respondent' world.
This paper addresses the role of games in market research.It provides a working definition of what a game is and why the role currently assigned to games by market research misses the broader opportunity that they offer. Research games can be used to get us closer to real-life mindsets. Market research can learn from game designers and how we might create great games and research experiences that can be enormously beneficial to clients seeking to understand and predict behaviour.
Traditional economists would have us believe that people are rational, utility-maximizing, cost-minimizing and socially isolated individuals with stable preferences. This view also pervades market research and our practices but is being challenged by a relatively new field in the social sciences, known as Behavioural Economics (BE). This paper provides a new framework for understanding BE and identifies some of the influences on behaviour the research industry regularly overlooks. It shows how BE has been used to develop a new mass ethnographic approach: The Behavioural Detectives.
This paper addresses the shopper's emotional response to the shopping experience. It will show how we might listen in to the shopper's internal emotional dialogue as they pass through a store. Referencing a pilot study undertaken for the Marketing Store, it will demonstrate just how emotional a shopping experience is, identify how emotions can change from one moment to the next during the course of a store visit, map out the emotional zones of different types of store, and even reveal how this might differ between different demographics. Emotional understanding of the shopper experience can open up new opportunities for both brand owners and retailers.
Philips transformed its business from being technology driven to consumer driven, recognizing that this was their best strategy to create breakthrough products and winning communications programs. This presentation shares how Philips, in changing their organization, crafted a completely new platform through collaborative efforts with BrainJuicer that could redefine and validate consumer insights effectively, ensuring that only the most potent would be carried through to guide new product development.
This paper reveals an exciting new approach to customer satisfaction tracking, one that takes a proven and intuitive device for measuring emotion and uses it to provide highly actionable, real-time customer feedback for clients. With reference to a pilot study conducted with HSBC, this paper will show how a completely new measurement system for customer satisfaction has uncovered new insights for management and customer-facing staff, and proved to be a great deal more valuable than traditional customer satisfaction research.
As part of the &'Me-to-We' research movement launched at Congress 2009, this paper will focus in on 'Mass Ethnography' or 'NetNography' and reveal how a revolutionary new approach can distil and bring to life the mass of readily available data on the internet. The author will share a highly innovative technique that uses synthetic and robotic researchers called 'DigiViduals' to generate insights into target audiences, brand persona's or any profile a brand cares to explore, from internet posts and Tweets.
Philips Healthcare engaged BrainJuicer to set up a project in which patients with serious pulmonary conditions were able to share their experiences. This case study demonstrates the use of an innovative methodology: a project within a multi-client online community environment to create a channel for extremely sick people to make themselves heard, and for a major medical equipment manufacturer to hear what they were saying. Philips Healthcare was able to derive a more holistic appreciation of patient needs, and a key learning from the project was the extent to which the participants themselves benefitted from taking part.
This presentation provides an overview of the online community platforms that are being used for product and service innovation. The presentation introduces a new form of online platform: the multi-client market research online community and includes a case study showing how this type of community environment has been used to derive insights from people suffering from serious pulmonary illnesses.