“The best time to increase customer loyalty is when a customer is pissed off at you,” highlights a great, though counterintuitive, truth of marketing. Companies should spend more time studying their consumers than their products. Here Michael Lieberman shows us that some of the best marketing principles are counterintuitive.

This month, regular RW Connect commentator Simon Wood, talks about a recent experience with a robot and whether IVR (interactive voice response) is an acceptable tool to use in market research data collection.

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.