by April 25, 2013
A study recently conducted by the CMO Council and SAS brought up an
interesting question…Who owns the customer? The overall thrust of
the study was to highlight the gaps and opportunities for CMOs to
partner with their colleague in arms the CIO. In this day of ever
increasing data it is critical for...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 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 21, 2013
The season of Valentine’s brings out the best in some and the worst
in others. Many of us find ourselves reminiscing about first dates
and whether or not the date led to a meaningful relationship. The
same romantic wonderings can be applied to the customer – company
relationship. When cast in this...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 12, 2013
In one of Ozzy Osbourne’s songs he uses the phrase “going forward
in reverse.” Little did the singer know that his lyrics would also
apply to survey research, specifically to the area of questionnaire
design. One of the key concerns facing researchers today is
data quality. It is all too easy for...read more
by February 1, 2013
One the primary purposes of marketing research (both for consumer
and B2B market research) is to mitigate risk. Often I am asked what
I do for a living and invariably my response is I quantify
executives gut feelings. This is exactly where market research as a
function needs to be. When we bring our...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 October 19, 2012
The Survey Blog turned 4 this month! Reflecting back over the last
year, we wanted to share some of our favorite posts from the last
year. Enjoy! ABC's for Trainers Sarah has tips for every letter of
the alphabet from ADDIE to Metrics aren't evil to Perceptions are
not always Reality to Zinc. Pick a...read more
