[Infographic]: Customer Retention Facts

We’ve all heard that organizations who increase customer retention rates by 5% can increase profits by as much as 95%, but did you know that a 2% increase in retention is similar to a 10% increase in costs? Or a 10% increase in customer retention levels can result in a 30% increase in the value of a...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

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

Engage for Success: Get Engaged!

I came across this video from Engage for Success recently, and thought it was worth a share! What I love about this video is the statement "Engagement isn't something extra. It's what you do and how you do it." Simply put, employee engagement is all your culture. Creating a culture where people are...read more

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

Registration is Open: The Value of Employee Engagement on the Customer Experience

Business leaders agree that employee engagement is an important issue, but now more than ever, they’re starting to realize that an engaged, satisfied staff impacts more than just workplace culture. I’m excited to announce that Cvent is sponsoring a Demand Metric eWorkshop, ‘The Value of Employee...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

Reading the Lay of the Land: Demographics and Awareness

Those of us involved in B2B market research are often called upon to provide a “lay of the land” through survey data, focus groups and competitive intelligence. This approach provides decision makers with a view of marketing opportunities by key target segment. In addition to survey results, this...read more

Employee Retention is the New Black

When the word retention comes to mind we often turn to customer retention first. After all, retention management programs are a key component to successful growth of the customer base. However, as the economy continues to slowly move out of the depths, another version of retention is becoming...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
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