Market Force Perspectives

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As we go into what feels like week 7,462,318 of the pandemic, I think it is fair to say that most of us have gone through every emotion possible. For me, I will readily admit to feeling exhausted, anxious, scared, angry, and nervous. All the titles I hold – Leader, Employee, Mom, Wife, Daughter, Sister, and Friend – have been challenged in ways they never have been before. Because we ideally bring our “whole self to work”, Employers have to assume the environment has limited...
Consistent with historical findings, our latest Consumer Sentiment Study, indicated that consistently satisfying consumer expectations and building trust is the best way to achieve resilience, in any market. This is easy to say, and incredibly hard to do at scale. Based on years of assessing customer and employee experience measures, we find there are common strategies that successful brands adopt that enable them to become leaders in their respective industries. Four...
The results of Market Force Information’s annual US Grocery Competitive Benchmark study are in, and it is good news for brands that offer digital grocery shopping services. No doubt, the COVID-19 outbreak has transformed the grocery shopping experience as we know it. If a brand had operational challenges pre-pandemic, reduced staff and safety restrictions amplified longer than normal lines, out of stock products due to product hoarding, and increased business volume. Our...
As parts of the nation still find itself locked down by the COVID-19 pandemic, consumer expectations and behaviors are changing! As this new normal is likely to last well past the current health crisis, Market Force wanted to understand these new marketplace dynamics. To better understand consumers, how they are feeling, and what they are doing, we surveyed almost 4,000 US consumers. We wanted to see how they perceive restaurants responding to infection control, attitudes...
Are you opening soon?If you are in a region that is opening soon, now is the time to finalize your re-launch plan and ensure you are ready to meet the expectations of your customers and most importantly, your employees. There is still time to consider your game plan, but time is of the essence. We invite you to take advantage of our valuable COVID-19 toolkit including a free employee health and wellness study and affordable brand trust audits to evaluate how well you are...
On a state-by-state basis, shelter in place mandates are being lifted as non-essential businesses are starting to reopen. States like Georgia and Texas have opened with limited capacity requirements based on published guidelines for businesses to follow. But while each state’s guidelines are different, there are universal characteristics for reopening that are largely based on guest preferences. As consumer expectations have changed as a result of the pandemic, Market Force...
The patience of the public is waning as there are mixed opinions about how and when to re-open businesses, schools, and public recreation areas. While many feel it is still too soon, there is a growing movement to end shelter-in-place orders. With the controversy comes increasing pressure to re-open the US economy and provide the public with access and ability to work, shop, and live their lives with some semblance of normalcy.In this environment, businesses face an enormous...
Trained and knowledgeable people are what make companies succeed – in these challenging times; do you know how your employees are doing? Employees are your most critical asset, are they able to stay productive with new stress and general concerns about their futures? Much of our workforce is currently under tremendous strain; do you believe your employees will stick around when the pandemic is over? To help multi-location businesses find the answers to these questions, we are...
At Market Force Information, we measure the customer experience on behalf of some of the world’s most recognizable brands and as a provider of customer experience management consulting, we’ve witnessed first-hand the transformation in what consumers are concerned about over the past month. When consumers contact a brand providing feedback on their experience, we typically see a variety of questions combined with reports of product and service issues. Through our work, we help...
Market Force Information conducted a comprehensive study of consumer sentiment over the last two weeks during this COVID-19 pandemic. With precautionary government restrictions in place, we see consumer expectations and behaviors changing in real-time. To ensure we can effectively consult our multi-location clients through this challenge, we wanted to understand the new dynamics of the marketplace. As expectations and behaviors are likely to last well past the current crisis...

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