by May 14, 2013
Greg's most recent post, Get Back to the Trenches, reminded me of a
session I attended at the recent Mid-Atlantic Marketing Summit.
Where Ken Chow, CMO at LogiAnalytics, Tom Kohn, Former EVP of
Digital at Cygnus Business Media, Bob London, Founder &
President of London Ink, and Bob Ragsdale, VP of...read more
by May 10, 2013
Ok so just what is a Likert scale anyway? If you have been in
market research, or any form of survey research, for any length of
time you have no doubt come across the ubiquitous Likert scale and
its strongly agree to strongly disagree framework. In the years I
have been involved in constructing...read more
by April 25, 2013
A study recently conducted by the CMO Council and SAS brought up an
interesting question…Who owns the customer? The overall thrust of
the study was to highlight the gaps and opportunities for CMOs to
partner with their colleague in arms the CIO. In this day of ever
increasing data it is critical for...read more
by April 16, 2013
The number of true monopolies in the global economy is not that
large. What this means to the rest of us is that we have to compete
to sell our products and services. Competition can come from both
global competitors and those homegrown in your back yard.To grow in
a soft economy companies must be...read more
by March 28, 2013
If there were one industry that could truly benefit from consumer
insight research, it is the restaurant industry. Granted there are
the giants of the industry, e.g. McDonalds or Chik-fil-A, that have
teams dedicated to dissecting every aspect of the customer
experience, but the biggest gains can...read more
by February 26, 2013
There is another side to the ‘one percent’ debate. This presented
itself in fine fashion recently thanks to two emails from LinkedIn.
In the past year the business networking site surpassed 200 million
profiles. In 2012, I received an initial email stating that I was
one of the first one percent of...read more
by February 22, 2013
According to a recent Business Insider article, “American adults
are invited to take surveys 7 billion times each year, with 24% of
respondents indicating they were asked to take part in more surveys
this year than in previous years.”Customer surveys are an excellent
tool to gauge satisfaction and...read more
by February 21, 2013
LinkedIn can be an excellent platform not only for networking, but
also for holding meaningful discussions with others in your line of
work. A member of the Customer Experience Management LinkedIn Group
posed this discussion question to her fellow CRM-minded members:
How are we actually defining...read more
by February 15, 2013
Think about your own experiences, when you are unhappy with a
product or service and tell the company, what do you expect to
happen? If you're thinking, "Nothing. Companies don't listen to
customer feedback" I wouldn't blame you. But I hope you're more
like me: I expect a response. But not a generic...read more
by January 31, 2013
At some point throughout the year, you need to reach out to your
stakeholders to increase your organizations’ understanding of their
opinions, knowledge and attitudes in order to optimize
success. “A survey is the natural way to go about this, but
while the survey concept is straightforward,...read more
