Sample Survey Thursday: Customer Satisfaction

  Today’s focus: customer satisfaction surveys The proof is in the numbers. According to Gartner Group, a 5% increase in customer retention can increase a company’s profitability by 75%. Therefore, it truly pays off to listen to your customers. Most companies today say they are customer centric in...read more

How to Avoid Survey Fatigue

Ever get tired of eating leftovers for three days in a row? Well, just like leftover fatigue, your customers can also get survey fatigue. With so many companies sending out surveys looking for feedback on a product that was just purchased or a service that was just completed, companies need to find...read more

You're Not Lucky with Data Alone: Acting on Your Survey Data

You’ve set up a survey program. Good. You’ve sent out your survey. Great. You’ve received an overwhelming amount of responses. Even better. But just because your responses are overflowing doesn’t mean you’re lucky and can just start thinking about your next survey. Now you need to put your data into...read more

Worldwide Employee Engagement

The number 13 is typically an unlucky number. And in the case of employee engagement, only 13% of employees are engaged worldwide, according to Gallup’s State of the Global Workplace report. Quite astounding to think that 87% of the workforce is not engaged with their job. What defines a disengaged...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

How to Recruit 3 Types of Survey Support: Part 1

All successful survey programs have one thing in common—they need multi-tiered support to truly flourish. If you take a minute to think about the survey lifecycle, you can see why recruiting support on several different levels is important. Launching surveys takes time and money, especially during...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

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

Keys to Organizational Effectiveness: The importance of engaged employees [Upcoming Webinar]

Engaged employees are an organization’s most important asset. When there are high levels of employee engagement, employees are more productive, customers are happier, turnover is lower and profits are higher. However, there are an alarming amount of employees who are disengaged. Did you know that of...read more

Customers Keep No Secrets

In this day and age, customers keep no secrets—word spreads like rapid fire, fueled by social media and technology. A 2013 Customer Rage Study found that since 2011, the percentage of dissatisfied customers who rant about poor customer service on social-networking sites has almost doubled, from 19...read more
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