by March 28, 2013
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
by March 7, 2013
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
by February 15, 2013
Think about your own experiences, when you are unhappy with a
product or service and tell the company, what do you expect to
happen? If you're thinking, "Nothing. Companies don't listen to
customer feedback" I wouldn't blame you. But I hope you're more
like me: I expect a response. But not a generic...read more
by January 17, 2013
It is January and an excellent time to begin listening the voice of
the customer (VOC). Regardless of whether or not your focus is
consumer-based or B2B market research your customers (both existing
and prospective) have something to say. Are you listening?If you do
not have a formal VOC program you...read more
by January 9, 2013
A customer testimonial is a great way to gather feedback that you
can share with others, whether they are current customers or
prospects. The idea is to share happy customers’ experiences and
praises, ultimately influencing others. Social networking and word
of mouth are so important today, that...read more
by January 7, 2013
While we highlight the most popular posts from a given month in our
newsletter, one of my favorite activities is to look back and see
what posts were the most popular overall each year. Keeping with
tradition, here's a look back across the 20 most popular posts of
2012! Customer Loyalty Month: 25...read more
by December 26, 2012
Recent statistics once again reinforce that customers are looking
for exceptional customer service, and if they don’t find it one
place, they will look elsewhere—customers have the power. According
to research by Oracle in their 2012 CX Index Report ‘Why customer
satisfaction is no longer good...read more
by December 11, 2012
Question: When should you start engaging employees? Answer: During
the hiring process. It’s important that a potential hire is aware
that an organization’s cares about their success and that they
understand the work environment and culture right from the get-go.
If a potential hire knows what’s...read more
by November 13, 2012
The end of 2012 is quickly approaching, so it’s time to think about
your New Year’s resolutions! Increasing operational efficiency is
the number one 2013 priority among decisions makers, followed most
closely by improving customer satisfaction, according to a recent
study by Customer Management IQ. ...read more
by October 24, 2012
When we ask for customer feedback on a survey our focus is almost
entirely on a specific product or service in question. Quite often
it involves measuring customer satisfaction, brand awareness or
some other variable directly impacting the 4Ps. However there seems
to be a trend toward concluding...read more
