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

Hypothesis Testing 101

There is a bit of mad scientist in all researchers, even those of us whose primary tool is a survey. To that point, let’s chat about a common element of the scientific process known as the hypothesis. Unknowingly, we incorporate hypothesis testing in our daily lives, e.g. if I wear this new cologne,...read more

HR Evolution: Getting Engagement & Loyalty

According to a recent LinkedIn poll, 44% of respondents said the top priority for their HR department over the next 12 months is employee engagement and loyalty. In my opinion, this is a pretty big deal—and quite the mentality shift! I'm encouraged by these poll results. But it certainly leads to...read more

Hotel Satisfaction: Maximizing Customers' Experience

I was recently away on business and was impressed with how my hotel solicited customer feedback.  Here are some ideas for your hotel survey to ensure you get the most out of your customer feedback: The survey at the hotel was different than the one delivered to my email after my stay.The hotel,...read more

A New Twist on Personnel Evaluations

Over the weekend, I was shopping for some much needed items for my house.  As I was browsing the curtain aisle, I heard someone speaking to the man who was stocking the area near me.  She was asking him a series of questions about his work environment, his department, and his likes or dislikes with...read more
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