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 25, 2013
Customer satisfaction measurement can be best described as part
art, part science, and part intuition. Regardless of how you view
it there are several moving parts to this equation. Satisfaction,
as a measure itself, is part of a larger equation centered on
profitability. When designing a...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 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 December 12, 2012
What are you wishing for this holiday season? Clothes? World peace?
A stronger connection to your customers? Fantastic. Us? We’re
hoping more companies see the value of customer feedback! So
inspired, we wrote a song (sing it to NSYNC’s “Merry Christmas,
Happy Holidays”): Merry Christmas and Happy...read more
by November 28, 2012
What are your annual, quarterly or monthly reviews based on? Sales
numbers? Goals? Campaigns executed? Leads generated? Probably
something along those lines, right? Well, things might be different
in the near future: employee reviews could be based on
organizational influence. Last spring,...read more
by November 26, 2012
Does your company have a customer experience strategy? Yes? No?
Maybe? The surprising truth is most companies don’t. Chances are
it’s overlooked because it most likely never crossed their mind to
have one. Marketing teams spend so much time developing strategic
plans to increase brand awareness and...read more
by June 27, 2012
Customer experience is a new(er) practice within the enterprise.
There's no degree. There's no How-To manual. But there are events
like the Forrester Customer Experience Forum in New York this week
designed around sharing new ideas and practices for effective
customer experience management. So far,...read more
