How to Recruit 3 Types of Survey Support: Part 1

All successful survey programs have one thing in common—they need multi-tiered support to truly flourish. If you take a minute to think about the survey lifecycle, you can see why recruiting support on several different levels is important. Launching surveys takes time and money, especially during...read more

The Open-Ended Possibilities of Survey Text Analysis

Surveys are powerful research tools for collecting feedback. When crafted correctly, they illuminate valuable firsthand insights that would not have otherwise been discovered. Whether your organization uses surveys to measure customer satisfaction, gauge employee engagement or conduct training and...read more

How secure is your customer base?

How do you define loyalty? This is a concept marketers have pondered on for as long as there has been competition in the marketplace. As a topic loyalty has been thoroughly researched by academics and practitioners alike. A few things that we know about loyal customers: They tend to be satisfied...read more

What Was Missing at Content Marketing World (And 5 Content Suggestions)

What was missing from this week's Content Marketing World?  Data and Feedback Collection! I don't mean that they didn't collect feedback from attendees. They had a survey for every session in their mobile app. They incentived attendees to complete the surveys by gamifying them. Attendees were...read more

Collecting Employee Feedback that Matters: How Are You Doing?

According to a recent study by AON Hewitt & Mercer, 50% of employees characterize themselves as passively engaged or actively disengaged. Additionally, one disengaged employee can drain $10,000 from your company’s bottom line annually. These statistics are alarming! And because of this, HR...read more

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

Extending the Brand Through Research

Brands are living entities. They rise and fall according to consumer interest in them, which is driven in part by marketing’s efforts to extend the life of the brand. This is where market research comes into play. Whether you are a brand manager for a multi-million dollar consumer brand or the owner...read more

Attitudes Drive Behaviors or is it the Reverse?

In a previous post we examined the fundamentals of Likert scale development. In case you missed it, Likert survey questions are designed to measure attitudes using a five or seven-point scale agreement scale (e.g. strongly disagree to strongly agree). These scales and their derivatives continue to...read more

Where the Wild Things Are

Seldom is there a customer experience that doesn’t have an underlying emotional dimension. Harnessing this fact is an issue that Big Data has yet to fully resolve. However, for decades those in the consumer behavior camp have understood this. The emotional component to a decision or experience is...read more

The Power of Segmenting the Market by Usage

In a recent post, I covered segmentation basics and briefly examined the debate around which variables are best used for the project. The point to remember is that marketing organizations can often benefit from multiple segmentations depending upon the end user (e.g. direct marketing, sales,...read more
Crimes in Design Webinar
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