by January 7, 2013
While we highlight the most popular posts from a given month in our
newsletter, one of my favorite activities is to look back and see
what posts were the most popular overall each year. Keeping with
tradition, here's a look back across the 20 most popular posts of
2012! Customer Loyalty Month: 25...read more
by December 28, 2012
Even healthcare practitioners need to understand that choice exists
in the market! This is why I strongly prescribe a healthcare
satisfaction survey. This should be taken quarterly, at a minimum,
for the full effects to be seen. Customer satisfaction measurement
is well known in the consumer and B2B...read more
by October 24, 2012
When we ask for customer feedback on a survey our focus is almost
entirely on a specific product or service in question. Quite often
it involves measuring customer satisfaction, brand awareness or
some other variable directly impacting the 4Ps. However there seems
to be a trend toward concluding...read more
by October 18, 2012
Building on a previous entry about exceeding market expectations,
this post will look at a particular type of survey, the planning
survey. If you are in B2B market research you are likely familiar
with the requests of internal clients who need to budget and
schedule for the coming year. The timing...read more
by September 11, 2012
Customer satisfaction is often considered to be a fairly soft
measurement, relying on such markers as client feelings and
industry leanings. Zack Urlocker, a guest contributor for Forbes,
has provided an interesting formula for quantifying customer
satisfaction in this article, and with the effects...read more
by August 28, 2012
As someone involved in B2B market research, I am often asked by my
internal and external clients a very simple question “Why do
customers buy from us?” As simple as this question may seem it is
not always the easiest to answer. Most clients, especially those in
the C-Suite, expect this to be...read more
by August 17, 2012
When we have passed through survey data collection phase and have
moved onto survey data analysis the questions really begin to pop
up. I have had the pleasure of completing several projects recently
both in the consumer and B2B market research and have spent a great
deal of time writing. I believe...read more
by August 9, 2012
Just how long is too long for a survey? This is a critical question
that we market researchers must ask ourselves when we design
surveys. What makes this critical is that society is becoming (or
has become) fixed on instant gratification. The days of 30-60
minute surveys are long gone! Yet some...read more
by July 10, 2012
To surprise and delight should be the goal of all marketers. As a
philosophy it is bound to increase customer satisfaction and
ultimately lead to increased customer retention and quite
potentially enhanced profitability. I had such an experience at the
grocery store recently. After agonizing over...read more
by July 6, 2012
What are your intentions? In today’s fast paced world it is all too
easy to fall into the trap of marching forward without taking time
to consider the direction we need to go. Market researchers are
certainly not immune to the “hurry up and get it done yesterday”
demands of the market. I am not sure...read more
