by June 28, 2012
Harley Manning kicked off the last day of the Forrester Customer
Experience Forum by reviewing some of the key takeaways from the
day before, and this AWESOME song recorded by Ed Hadley and his
team at Neolane: The presentations yesterday spent a lot of time on
design, governance and culture. While...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
by January 24, 2012
Performance reviews are a necessary evil in the workplace. The good
news is that the one-way, annual performance evaluation where an
employee gets to hear about the all things she did wrong over the
past year, and maybe a few that she did right, isn't the be all and
end all of the review process....read more
by January 17, 2012
On a fundamental level, the surveys we author for our clients are
nothing more than data collection platforms. It is the astute
researcher that realizes there are many ways to capture data
through the questions asked. The question we must ask ourselves is
who is our audience?Knowing your audience...read more
by January 12, 2012
Almost three years ago, I wrote an article on how to analyze
open-ended questions faster with a quick excel trick. It is still a
very popular post, and I answer a lot of questions every month
(particularly on Step 2!) about how to do it affectively. The main
reason it's so popular is because...read more
by January 5, 2012
Yesterday, I shared Step 1 of our three step workout plan for
achieving business agility and crushing your compition in 2012.
After internalizing and formulating a plan to start a feedback
regime, it's time to talk about what you do with the data after you
collect it and how you start benchmarking...read more
by December 9, 2011
If the lines from the Christmas classic, You're a Mean One, Mr.
Grinch, describes any of your employees, you may be in danger of
losing customers. Unfortunately, unlike the Grinch who has a change
of heart at the end and is also overcome with spirit of Christmas,
your employee can continue to...read more
by November 10, 2011
On occasion I get out of the cage and get involved with some good
old-fashioned training. In this case, the class was an essentials
course for business analysis. BA work is less about crunching
numbers and more about supporting the success of enterprise-level
projects. Not all business analysis work...read more
by July 15, 2011
Cvent is excited to announce our upcoming July 2011 release! Guided
by the suggestions and feedback of our clients, this release
includes great new features for our web survey and enterprise
feedback management solution, online registration and event
management software, and the Cvent Supplier...read more
by March 1, 2011
Many of my recent posts have been about the various analytical
techniques and question strategies used in online surveys, but
today I am putting on my marketing hat. With the advent of online
survey platforms, such as the Cvent Web Surveys and Enterprise
Feedback Management tool, you can customize...read more
