Not long ago, I learned some startling statistics: The loyalty of employees who work for small businesses has dropped by almost 20% since 2008, and currently stands at a paltry 50%. Although I have never experienced any serious turnover in my own venture, I decided to take preemptive action by...read more

Collecting feedback from employees and asking the right questions can be difficult. And, let's be honest, sometimes it's downright awkward! But it's critical if you want to improve employee satisfaction, loyalty and retention. Couple those goals with the fact that employee engagement is the next...read more

I read a great article by Donna Fluss in CRM Magazine recently, Surveys Alone Are Not the Answer. What really hooked me was this statement: After years of analyzing exceptional service organizations, it's clear to me that the organizations that deliver great service do something that others...read more

Effective training sessions are critical to your business's success, and today's companies are dealing with the realization that a one-time onboarding session, or even annual training events, are not sufficient to keep up with an ever-changing environment. Not only that, but most companies are no...read more

I recently posted a blog about the new social media feature we added to our web survey tool. This week, I came across a great infographic that supports and proves why having social media integration is so essential. These numbers illustrate the value and importance social media integration brings to...read more

In the world of marketing, it’s common for reports to be swarming with data and benchmarks drawn from hundreds of different touch points like email, website, search, social, mobile, reviews, comments, and more. However, even with the plentiful amount of data we collect, insights are hard to develop....read more

Recent statistics once again reinforce that customers are looking for exceptional customer service, and if they don’t find it one place, they will look elsewhere—customers have the power. According to research by Oracle in their 2012 CX Index Report ‘Why customer satisfaction is no longer good...read more

Knowing the reasons why someone has bought your product or service is valuable consumer insight, which applies to both consumer and certainly B2B marketing research. Having this data handy makes it easy to answer those nagging questions from your creative team or advertising agency. Knowing the...read more

After analyzing numerous case studies over the past three years, Nucleus Research came up with some pretty impressive numbers to quantify the effect certain marketing and management investment decisions can have on a company. These numbers take into account both hard returns, such as cost savings,...read more

Customer experience is a new(er) practice within the enterprise. There's no degree. There's no How-To manual. But there are events like the Forrester Customer Experience Forum in New York this week designed around sharing new ideas and practices for effective customer experience management. So far,...read more