What's New

Testing the value behind value propositions
How valuable is your proposition? Value propositions are a two-way street. From the company they are a promise of value to be delivered and from the customer’s perspective they are a belief that value...Read More >
Registration is Open: Five Steps to Measuring Hotel Guest Satisfaction
Guests don’t just bring luggage when they stay at a hotel; they bring a certain level of expectations as well. And if those expectations are not met, they typically won’t return for a future visit....Read More >
[Infographic]: Customer Retention Facts
We’ve all heard that organizations who increase customer retention rates by 5% can increase profits by as much as 95%, but did you know that a 2% increase in retention is similar to a 10% increase in...Read More >
Inspiring Leaders: What’s the Secret?
Employee engagement is a hot topic these days and not in a good way. A recent study by Gallup uncovered that seven out of 10 employees have “checked out” and/or are "actively disengaged."...Read More >
Comment Card Fail: Restaurants
I was listening to the radio this morning and the show hosts were talking about a comment that was left on a comment card. If you’ve ever been to an Outback Steakhouse (locations worldwide), you...Read More >
Aberdeen Report Download -- Voice of the Customer: Empowered Customers Bring a Wealth of Business Insight
Crimes in Design Webinar

What's New

Testing the value behind value propositions
How valuable is your proposition? Value propositions are a two-way street. From the company they are a promise of value to be delivered and from the customer’s perspective they are a belief that value will be experienced. These all important...
Registration is Open: Five Steps to Measuring Hotel Guest Satisfaction
Guests don’t just bring luggage when they stay at a hotel; they bring a certain level of expectations as well. And if those expectations are not met, they typically won’t return for a future visit. Guests have high standards to measure a hotel’s...
[Infographic]: Customer Retention Facts
We’ve all heard that organizations who increase customer retention rates by 5% can increase profits by as much as 95%, but did you know that a 2% increase in retention is similar to a 10% increase in costs? Or a 10% increase in customer retention...
Testing the value behind value propositions
How valuable is your proposition? Value propositions are a two-way street. From the company they are a promise of value to be delivered and from the customer’s perspective they are a belief that value will be experienced. These all important...
Registration is Open: Five Steps to Measuring Hotel Guest Satisfaction
Guests don’t just bring luggage when they stay at a hotel; they bring a certain level of expectations as well. And if those expectations are not met, they typically won’t return for a future visit. Guests have high standards to measure a hotel’s...
[Infographic]: Customer Retention Facts
We’ve all heard that organizations who increase customer retention rates by 5% can increase profits by as much as 95%, but did you know that a 2% increase in retention is similar to a 10% increase in costs? Or a 10% increase in customer retention...
Inspiring Leaders: What’s the Secret?
Employee engagement is a hot topic these days and not in a good way. A recent study by Gallup uncovered that seven out of 10 employees have “checked out” and/or are "actively disengaged." This statistic is alarming ‒ only about 30% of your workforce...
Comment Card Fail: Restaurants
I was listening to the radio this morning and the show hosts were talking about a comment that was left on a comment card. If you’ve ever been to an Outback Steakhouse (locations worldwide), you know it is an Australian themed restaurant, most famous...
Survey Crime: Unlawful Use of Bias
Most surveyors are constantly looking for ways to reduce survey bias that naturally sneaks into their questionnaires. One way to help reduce bias is to randomize survey question answer choices. Failure to randomize answer choices can result in order...

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