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

Framing the Research Question

Previously I spoke about the iceberg principle which states that only 10% of a problem’s true nature is visible to decision makers. It is the 90% that lies below the surface that offers market researchers the greatest opportunity to do good for our organizations.In order to reach a comprehensive...read more

Understanding the Decision

Making decisions can be a challenging process. Understanding how customers navigate their decision process is a key function for both consumer and B2B market research professionals. One technique that is useful for understanding the decision matrix is CHAID analysis or known formerly as Chi-Square...read more

Timely Response is Critical

In the voice of the customer world it is our role as market researchers to listen and follow through on what the customers are saying. Quite often this puts us in the position of ‘middle men’ between the customers and internal groups (e.g. sales, marketing, finance, customer service, etc.) ...read more
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