Made a resolution this year? Or already broken one? Regular contributor Simon Wood, head of Stakeholder Management Research at TNS suggests this year’s resolution should be making 2013 ‘the year of managing emotions’. Here he tells us why.

The end of the year often brings new targets from customers. Here, regular contributor Simon Wood, talks about the best practices around setting those targets and measuring them.

The Olympics has provided some great inspiration for some of our bloggers, here Simon Wood of TNS looks at the challenges in representing the satisfied customers that, for one reason or another, won’t purchase again.

Inspired by Research Live’s recent poll of top twitterers in market research, Simon looks at Simon Cowell’s impressive research credentials and the importance of understanding the customer journey before we look at a customer experience project.

Regular RW Connect contributor Simon Wood sees a lot of metrics used in satisfaction surveys, but how are those key metrics chosen? Are companies doing enough research? And are they taking into account the consumer when they chose? What is the best way to pick a metric?

Resident blogger on all things customer experience, Simon Wood talks about the absence of ‘brand’ being one of the of the bigger mistakes we’ve made in how we handle customer experience research.