Webinar Q & A: The Value of Employee Engagement on Customer Metrics

On Thursday, we sponsored an eWorkshop about the value of employee engagement on customer metrics with Demand Metric. We had great quetsions come in that we unfortunately did not have enough time to get to, but have answered below! If you missed the eWorkshop or would like to watch it again, the...read more

Retention Management Begins with Listening

Bob Seger once said “old friends good for the soul.” This thought has been weighing heavily on my minds as I prepare for a trip home, my first in several years. Old friends are also important to marketers and should be considered part of any organization’s retention management program. When I say...read more

What Was Missing at Content Marketing World (And 5 Content Suggestions)

What was missing from this week's Content Marketing World?  Data and Feedback Collection! I don't mean that they didn't collect feedback from attendees. They had a survey for every session in their mobile app. They incentived attendees to complete the surveys by gamifying them. Attendees were...read more

When Twitter Customer Support Goes Too Far

This last weekend I was moving the final things from the house we're selling into a storage unit. We rented a van to help us move so we didn't have to make a ton of trips back and forth. When picking up the van, the woman behind the counter was extremely rude to the person in front of us. It came...read more

Key Driver Analysis vs Industry Benchmarking

While we do not dispute that comparison to competitors and other organizations within your own industry is important, we have found that starting with feedback from within your own organization is the most beneficial place begin. Companies share many of the same industry challenges, and even...read more

Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

5 Benefits of Online Employee Surveys to Improve Your Small Business

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

Attitudes Drive Behaviors or is it the Reverse?

In a previous post we examined the fundamentals of Likert scale development. In case you missed it, Likert survey questions are designed to measure attitudes using a five or seven-point scale agreement scale (e.g. strongly disagree to strongly agree). These scales and their derivatives continue to...read more

Philosophers & Market Researches, One in the Same? Dancing in the Consumer's Shoes

Just who we are is a question that has been asked by philosophers since time immemorial. Market research professionals are no different than those wise men from ancient Greece in this regard. Our task is to create an understanding of the consumer’s mind in which we can shape our brand positioning...read more

Measuring Work Personalities

Survey research can be used to assess the attitudes and opinions of virtually any group or sub-group. Most of my work has been in the areas of consumer and B2B market research, but from time to time my focus has shifted toward surveying employees. This makes perfect sense as our employees are the...read more
Crimes in Design Webinar
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