by May 24, 2013
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
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 13, 2010
As a freelance writer, I have to work for a lot of different
clients who have a wide variety of needs. So, it occurred to me one
day that I might need to create a survey of my own to send out to
past and present clients. Although I sometimes have editors, I
don't have a supervisor or manager to give...read more
by June 22, 2010
It's probably safe to say that employees hate job performance
appraisals because their bosses hate them. Giving someone bad news
is painful; receiving it is even worse. But there doesn't seem to
be a better way for bosses to help employees learn and grow and
better serve the companies where they...read more
by April 12, 2010
In an earlier post, I discussed the need for banks to monitor
customer satisfaction levels as a troubled financial climate
worries many account holders about the security of their money. But
a recent Better Business Bureau study shows that banks aren't doing
nearly enough to please their customers....read more
by April 5, 2010
Companies today must constantly evaluate their marketing and
advertising efforts to remain competitive. But how do you stand out
when consumers are being bombarded by more messages, in more ways
than ever? It starts with knowing what is and isn't working for
your particular brand or service. Here...read more
by March 22, 2010
Ever since I got a new phone in November, I've been having problems
with it. I cant count how many times the tech support team has
reset my phone and made me reprogram everything. Rarely have these
experiences been good ones, but at the end of every phone call or
visit to the store, the rep would...read more
by March 11, 2010
Do you need all the data you collect? Is every piece of it valuable
and used? Or do you simply collect data and report on it just for
the sake of doing it? Chances are, you don't need every piece of
data you ever collected. A good example is website forms. Often I
see forms that ask me for my fax...read more
by January 27, 2010
Net Promoter Score is a management tool that can be used to gauge
the loyalty of an organization’s client base. It serves as an
alternative to traditional customer satisfaction measurements. Net
Promoter Score (NPS) is a metric developed by Fred Reichheld, Bain
& Company, and Satmetrix to measure...read more
by January 12, 2010
“Two heads are better than one.” This age-old saying has stood the
test of time because it is so true. Even if you are the only person
at your organization working on creating web surveys and using the
online survey application, please realize that our Survey Support
team and your Cvent Relationship...read more
