Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

Course Correcting the Direction for MR

There comes a time when all professions begin to question their purpose. Consider it therapy for the profession. Market research is no different. Since the new millennium started, the MR profession has seen the rise of data mining, social media, online survey platforms, big data, gamification, The...read more

Fast Follow Up Matters (Best in Class Secret is Instant Alerts)

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

Make a Survey That Stands Out From the Crowd

According to a recent Business Insider article, “American adults are invited to take surveys 7 billion times each year, with 24% of respondents indicating they were asked to take part in more surveys this year than in previous years.”Customer surveys are an excellent tool to gauge satisfaction and...read more

What Did You Expect? Customer Service Satisfaction Measurement Tips

Customer satisfaction with a product or service is a function of expectations. Are they met or better yet are they exceeded? This is the playing field that marketers have to navigate on a daily basis. What makes it especially challenging is that we have to often rely on forces and people outside of...read more

The Mathematics of Customer Satisfaction

Customer satisfaction is often considered to be a fairly soft measurement, relying on such markers as client feelings and industry leanings. Zack Urlocker, a guest contributor for Forbes, has provided an interesting formula for quantifying customer satisfaction in this article, and with the effects...read more

Features and Benefits

Within the realms of consumer and B2B marketing, there is a space where features dance with benefits and customer needs are met or exceeded. It is easy to see a product’s features, e.g. size, shape, colors, accessories, etc., however it can be a bit more complicated to assess the features built into...read more

Assessing the Value in Value Propositions

According to Wikipedia “A value proposition is a promise of value to be delivered and a belief from the customer that value will be experienced. A value proposition can apply to an entire organization, or parts thereof, or customer accounts, or products or services.” Value props are typically the...read more

Employee Engagement to Boost ROI

Many organizations are big fans of publicizing slogans about how their people are their number one priority, yet constantly increasing shareholder value is more often their biggest concern. Luckily for most of the workforce, recent studies have found that actively engaging (and not just satisfying)...read more

Shift Out of Neutral Using Customer Feedback & Insights

Even if you seem to be doing everything right, sometimes it just seems like your marketing campaign is stuck in neutral. Maybe you're not getting any responses, or maybe you're getting the same old responses. Either way, your current marketing campaign doesn't seem to be getting you anywhere. One of...read more
Crimes in Design Webinar
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