by January 30, 2013
Are products services and vice versa? There is a bit of confusion
in the marketing waters nowadays about this issue. Essentially,
from my humble perspective, there is little difference between a
product and a service. Yes, it is difficult to load a service into
your car and install it in your...read more
by December 20, 2012
'Tis the season for major purchases. It is also the season of
events that can trigger either deep satisfaction and joy or
dissatisfaction and regret. Let’s look at this latter emotional
state. How we feel about a purchase, after we have got it home and
in the coming weeks is critical to our...read more
by August 2, 2012
We talk a lot on this blog about how your customers are arguably
your best source of information on your brand image, service
offerings, and overall customer experience. Taking advantage of
this resource to have an honest conversation with your target
audience is referred to as utilizing "Voice of...read more
by April 9, 2012
Pitney Bowes recently released the results of a survey of 6,000
consumers asking what common business practices they find
irritating, as well as a few they deem generally acceptable. Here
are some ways you can really annoy your clientele! Send weekly
emails. AKA giving them one more listserv they...read more
by September 20, 2011
Twice in the last week I have experienced what might be considered
exceptional customer service. The element that ties these
experiences together was an employee stopping to say thank you for
my patronage. The added buzz came from the fact that these were not
the employees who directly served me. In...read more
by September 14, 2011
More and more research is being done utilizing panels to drive
response to an online survey. I have spoken to this issue on
several occasions. There are panels designed to reach general
consumers, and consumers with special interests based on hobbies,
religious pursuits, sexual orientation, etc. The...read more
by July 7, 2011
In the days of mailed surveys, which were not that long ago, it was
common practice to send a pre-notification to your prospect list to
let them know a survey was coming. This advanced notification
allowed the survey author to build up a sense of importance around
the survey. Raising the perceived...read more
by February 8, 2011
Over the past decade, the use of online methods for market research
has skyrocketed. Due to ever-increasing technological
advances, it has become possible for do-it-yourself researchers to
design, conduct and analyze their own surveys for literally a
fraction of the cost and time it would have...read more
by December 9, 2010
Whether surveying your customers, surveying your employees, or
surveying your colleagues using electronic survey software is an
easy and simple solution for your survey needs. As someone who
works in a client service industry, the importance of internal and
client surveys and direct feedback is...read more
by September 9, 2010
Some employers worry that they may lose their best employees to
their competitors. Others fear they may lose a lot more. It's not
uncommon to hear someone say that he took a stapler or pack of
Post-It notes or other office supplies when he quit or was fired
from his job, but according to a survey...read more
