Case Studies & Sector Articles

E-commerce & E-services

Case Studies:

• Grants.gov: Using Market Research to Develop an Award-Winning e-Government Portal

Sector Articles:

• Designing an E-service: Moving a Traditional Service to an Online Environment

Financial Services

Case Studies:

• Creating Dynamic Online Satisfaction Tracking

Sector Articles:

• Banking on Green: Responding to Consumer Concerns about the Environment ( PDF version)

Technology & Consumer Electronics

Case Studies:

• Using Online Depth Interviews to Identify Why Customers Abandon an Online Ordering Process

Sector Articles:

• One Size Doesn't Fit All: How a Segmentation Approach Can Help Guide Consumer Electronics Product Strategy

Media

Case Studies:

• Identifying A Loyal Television Audience

Associations

Sector Articles:

• The Future is Now: Adapting Association Communications and Content to a New Tech Reality ( PDF version)
• The Path to Excellence: A Gaps-Based Approach to Building Member Loyalty (Forum, September 2004)

• Associations:  Creating a Positive Brand Image to Increase Market Share