Tom Fishburn recently ran this Marketoonist comic which hits close to home, particularly during holiday season. We teach students the importance of making market-based decisions and getting direct consumer feedback is an important part of that process. However, companies now inundate consumers with surveys. The volume of surveys increases which leads to surveys being ignored which only leads to reminder messages and more aggressive survey tactics.
Marketing week ran a recent article by Tom Goodwin talking about this issue. In the article, he talks about this dynamic and suggests the issue is rooted in a desire to gather easy to measure KPIs rather than really digging in to understand customer needs. Electronic addiction is making it easier for marketers to gather information on consumers but we don’t always know how to properly interpret that information. Marketing data analytics is an emerging need for companies to learn what information is worth gathering, how to interpret that information, and how to use that knowledge to drive strategy.