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. more

Tips for Building a Better Product or Service

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 more

Minimizing Buyer's Remorse

'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 more

Benefits of VOC Programs

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 more

How to Annoy Your Customers

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 more

Saying Thanks

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. more

Media Panels to Support Advertising Research

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. more

Pre-notification of Surveys

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 more

Advantages and Disadvantages of Online Surveys

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 more

Make it Simple: Using Electronic Survey Software

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 more
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