Steve Jobs: Customer Service Agent

Today, Apple – Live introduced the next line of Apple products to the world from their home base in Cupertino, California. Products that seem…a little familiar.  It’s not exactly outrageous to say Apple’s innovation streak has cooled in the years since Steve Jobs left us, but in many ways he still...read more

Fantasy Football and Customer Feedback

Last night, the NFL opened its 2014 season with a matchup pitting the defending Super Bowl Champion Seattle Seahawks against the Green Bay Packers. Millions of viewers tuned in to get their first taste of football season. While a small contingent of fans probably watched because of an allegiance to...read more

Part 2: How to Recruit 3 Types of Survey Support

  In Part 1 of this two-part blog series, we discussed the importance of recruiting the support necessary for your survey programs to succeed. The first part focused on recruiting executive buy-in and a project owner. The final type of support you need is from your survey respondents. Here is how...read more

Learn from other’s mistakes: customer service fail

We’ve all been there. Whether it’s a cable company, your phone company, an airline, etc. there’s most likely been a time where you’re put on hold for what seems like forever, then when you do reach someone you’re transferred to and from departments until you reach the person you actually need to...read more

Radio Buttons vs. Dropdown Menus

Don’t push that button! Or should we? Research conducted by Marketing Experiments sheds interesting light on this design question. In this example there was a direct comparison in the form of an A/B factorial test of radio buttons versus drop down menus on an order form. The research question was...read more

5 Types of Employee Surveys (You Might Not Know About)

When you think about employee surveys most times you think about conducting surveys to understand employee satisfaction and engagement. However, there are many other types of employee surveys that you could be conducting to get a better understanding of all aspects of the employee lifecycle. These 5...read more

Divide and Conquer the Market with Segmentation

If one truth exists in the market it is that all customers are not the same. They do not consume products and services in the same manner, nor do they feel the same about your company. Their media habits are not constant, nor will they always recommend you to their friends and colleagues. Dividing...read more

Cash for Culture: Would You Quit Your Job for $5,000?

Recently, Amazon made headlines for its unorthodox approach to tackling a challenge every company faces. It’s the question haunting senior management and human resources professionals everywhere: How do you find out which employees are bringing your company down and what can you do to stop them?...read more

How secure is your customer base?

How do you define loyalty? This is a concept marketers have pondered on for as long as there has been competition in the marketplace. As a topic loyalty has been thoroughly researched by academics and practitioners alike. A few things that we know about loyal customers: They tend to be satisfied...read more
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