by May 24, 2013
Not long ago, I learned some startling statistics: The loyalty of
employees who work for small businesses has dropped by almost 20%
since 2008, and currently stands at a paltry 50%. Although I have
never experienced any serious turnover in my own venture, I decided
to take preemptive action by...read more
by April 17, 2013
Survey research can be used to assess the attitudes and opinions of
virtually any group or sub-group. Most of my work has been in the
areas of consumer and B2B market research, but from time to time my
focus has shifted toward surveying employees. This makes perfect
sense as our employees are the...read more
by April 9, 2013
Collecting feedback from employees and asking the right questions
can be difficult. And, let's be honest, sometimes it's downright
awkward! But it's critical if you want to improve employee
satisfaction, loyalty and retention. Couple those goals with the
fact that employee engagement is the next...read more
by March 7, 2013
I read a great article by Donna Fluss in CRM Magazine recently,
Surveys Alone Are Not the Answer. What really hooked me was this
statement: After years of analyzing exceptional service
organizations, it's clear to me that the organizations that deliver
great service do something that others...read more
by February 25, 2013
There comes a time when those of us in consumer and B2B market
research realize that we are not just the messengers, the conduit
for the voice of the customer, but we also are the change agents.
This realization came to me some time ago, but was reaffirmed while
reading the book Outside In by Harley...read more
by February 15, 2013
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
by February 11, 2013
In the course of survey research several topics have developed a
reputation for being ‘sensitive’. In short this means the topical
areas are perceived to be just short of off limits by the culture
we live in. Examples include cultural diversity, recreational drug
use, sexual activity, alcohol use,...read more
by January 17, 2013
It is January and an excellent time to begin listening the voice of
the customer (VOC). Regardless of whether or not your focus is
consumer-based or B2B market research your customers (both existing
and prospective) have something to say. Are you listening?If you do
not have a formal VOC program you...read more
by January 7, 2013
While we highlight the most popular posts from a given month in our
newsletter, one of my favorite activities is to look back and see
what posts were the most popular overall each year. Keeping with
tradition, here's a look back across the 20 most popular posts of
2012! Customer Loyalty Month: 25...read more
by January 3, 2013
Your business doesn't have an end date, so why should your CRM
system innovation? Christopher J. Bucholtz authored a piece for CRM
Buyer about recognizing the need to continue cultivating your CRM
even after the initial implementation phase has ended. Bucholtz
offers a two-part path to successful...read more
