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: Crimes in Survey Design

Last Thursday, I hosted the Crimes in Survey Design webinar. We had many great questions come in that we unfortunately did not have time to get to, but have answered below! If you missed the webinar or would like to watch it again, the recording is available here. What is the ideal rating scale: 5...read more

Customers Keep No Secrets

In this day and age, customers keep no secrets—word spreads like rapid fire, fueled by social media and technology. A 2013 Customer Rage Study found that since 2011, the percentage of dissatisfied customers who rant about poor customer service on social-networking sites has almost doubled, from 19...read more

5 Things Customers Want to Hear in 2014

It’s 2014! Let’s start off the year doing what we should be doing all year round – making our customers happy! What customers really want is help: when they want it and when they need it. Don’t make customers seek out answers to problems or questions on their own. Be there and make it easy on them....read more

Top 15 Blog Posts of 2013

I can’t believe 2013 is almost over! There are so many great blogs that we’ve posted over the past 12 months, that I wanted to keep up with tradition and give all of our readers a recap of the most popular blog posts of 2013! Enjoy! Samples at Random Sometimes being random is exactly what your...read more

A Little Touch of RFM

When is the best time to promote your service or product offering? This is a core question that all marketers ask themselves, and one that those of us in consumer and B2B market research should be able to answer. We can typically get to such an answer with a combination of transactional and survey...read more

Getting the customer service house in order

Customer satisfaction can often be a tale of two cities. I was reminded of this on a recent trip to Los Angeles. My flight was uneventful, but I was not so lucky with the car rental process. The vendor of choice was one of the low cost providers, which given the wide range of prices listed online I...read more

The Customer Conversation: Setting the Stage for Effective Engagement

Increasingly, there is a lot of talk by experts about the need to collaborate with employees and customers; to have a conversation that leads to mutual benefit.  And these stakeholders want to talk, make no mistake about it. What they don't want to do, however, is to answer long lists of questions...read more

Incentives: What Works?

Survey incentives are must unless you are working with an extremely devoted audience such as a political group or cause-related organization such as a charity. Even with these groups in order to reach response targets we may have to provide an incentive in exchange for their time and opinions. How...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
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