The Motivation Gap: How to Keep a Multi-Generational Workforce Engaged

Inter-generational differences between Baby Boomers, Generation X, and Generation Y are especially pronounced in the workplace. It’s not hard to see why. The sheer range of communications styles, skill sets, aspirations, and values of different employees sitting side-by-side, confined within the...read more

Learn from other’s mistakes: customer service fail

We’ve all been there. Whether it’s a cable company, your phone company, an airline, etc. there’s most likely been a time where you’re put on hold for what seems like forever, then when you do reach someone you’re transferred to and from departments until you reach the person you actually need to...read more

5 Types of Employee Surveys (You Might Not Know About)

When you think about employee surveys most times you think about conducting surveys to understand employee satisfaction and engagement. However, there are many other types of employee surveys that you could be conducting to get a better understanding of all aspects of the employee lifecycle. These 5...read more

Cash for Culture: Would You Quit Your Job for $5,000?

Recently, Amazon made headlines for its unorthodox approach to tackling a challenge every company faces. It’s the question haunting senior management and human resources professionals everywhere: How do you find out which employees are bringing your company down and what can you do to stop them?...read more

The Customer Conversation: Setting the Stage for Effective Engagement

Increasingly, there is a lot of talk by experts about the need to collaborate with employees and customers; to have a conversation that leads to mutual benefit.  And these stakeholders want to talk, make no mistake about it. What they don't want to do, however, is to answer long lists of questions...read more

Heard It On The X(tab)

There are a few go to techniques that we use for survey data analysis. The primary tool used for analyzing survey data is the crosstab. There are fancier multivariate techniques, and those have their place, but for everyday use the crosstab is the preferred method for analyzing nominal and ordinal...read more

5 Most Hated Customer Service Sayings

Dealing with customer service representatives, particularly those stationed on phones in call centers, can be a frustrating experience. I always picture an episode of the television show Friends, where Phoebe takes a job as a call center operator selling toner. She's given a huge binder of scripts...read more

Tracking Trends with Annual Studies

It is that time of year where the major annual project for my employer is about to be released to the masses. This annual study focuses on skills, training, and certification in the IT space, although this year questions were included for non-technical professionals. It is decidely a B2B marketing...read more

Let's Simplify Jargon!

While searching for this week's TedTalk inspiration, this title jumped out at me: Let's Simplify Legal Jargon! I agree 100%. Let's just speak in plain English that's understood by everyone, not just those with law degrees. During this talk, Alan Siegel discusses how difficult it is to understand...read more

Questions Gone Bad

Questions, like people can go bad. When they do, the quality of your data will suffer significantly. What do I mean by questions gone bad? There are three primary areas, according to Professor Joseph Hair, et. al. in the book Essentials of Marketing Research. They are:   Unanswerable questions...read more
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