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

Some days as a B2B market researcher, and in my previous lives in consumer research, I find myself becoming more intimate with SPSS files and questionnaires than with our customers. Ah, you might say, such is the life of a quant junkie. Well that may be true, as I do love working with the data that...read more

Some experts believe that digital technology is going to be the next big thing in improving customer experience (CX). Companies are using the latest technology to cater to their customers while helping out their marketing department at the same time. In an Oracle survey of over 1300 senior execs,...read more

Not all surveys will be applicable to all potential respondents. Targeting our survey efforts to those most likely to respond will increase our engagement levels and in theory provide a more interesting experience. How do we know who is most likely to respond? This is a question for the ages, but in...read more

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

There was a day not long ago that advertising testing involved sitting large numbers of people in a room and showing them ads embedded in pilot television shows with a pre-exposure survey and a post-test assessment following the programming and ad exposure. My how things have changed! With the...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

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

Those in the behavioral economics field hold onto the mantra of trust in what people do, not what they say. Can consumer insights professionals gain from this, and if so how can it be applied? The short answer is yes, those of us in the consumer and B2B market research space can benefit from...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