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 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 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 December 11, 2012
Question: When should you start engaging employees? Answer: During
the hiring process. It’s important that a potential hire is aware
that an organization’s cares about their success and that they
understand the work environment and culture right from the get-go.
If a potential hire knows what’s...read more
by December 10, 2012
Poor customer service could land you a prime time spot filled with
bad reviews on various social media channels for everyone to see.
Customers have power, which means they can and will publicize both
good and bad experiences, so exceptional customer service is
necessary. You probably already know...read more
by July 27, 2012
What goes into a score? In a previous post, it was relayed that one
of the primary differences between a survey and an assessment is
that questions are scored. There are other differences of course,
but assessments, be they employee assessments or knowledge checks
before a training course, typically...read more
by July 26, 2012
What is the difference between a survey and an assessment? The
short answer is not much. If you think back to your days in school,
the tests you took were nothing more than a scored survey. Chances
are the survey design had both structured and unstructured
questions with the intent of measuring your...read more
by May 8, 2012
Continuing on with question types and their relationship to the
data generated let’s take a peak at the allocation problem. Asking
respondents to illustrate how they allocate time and/or resources
is a common process in both consumer and B2B marketing research. We
may have interest in how customers...read more
