by May 10, 2013
Ok so just what is a Likert scale anyway? If you have been in
market research, or any form of survey research, for any length of
time you have no doubt come across the ubiquitous Likert scale and
its strongly agree to strongly disagree framework. In the years I
have been involved in constructing...read more
by March 28, 2013
If there were one industry that could truly benefit from consumer
insight research, it is the restaurant industry. Granted there are
the giants of the industry, e.g. McDonalds or Chik-fil-A, that have
teams dedicated to dissecting every aspect of the customer
experience, but the biggest gains can...read more
by February 22, 2013
According to a recent Business Insider article, “American adults
are invited to take surveys 7 billion times each year, with 24% of
respondents indicating they were asked to take part in more surveys
this year than in previous years.”Customer surveys are an excellent
tool to gauge satisfaction and...read more
by February 19, 2013
Verbal communication is complicated. So much of a person's meaning
is derived not from the actual words they're saying, but the way
they're saying them. Verbal cues such as sarcasm or sighing play a
huge role in determining the emotion and intent behind a sentence.
Wouldn't it be great if the person...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 October 18, 2012
Building on a previous entry about exceeding market expectations,
this post will look at a particular type of survey, the planning
survey. If you are in B2B market research you are likely familiar
with the requests of internal clients who need to budget and
schedule for the coming year. The timing...read more
by August 31, 2012
The last week of August is Be Kind to Humankind Week. As the
week comes to a close and we head into a holiday weekend, I thought
this list couldn't be more appropriate! Answer the phone Be polite
Listen Be helpful Ask how you can help Resolve the issue Keep your
promises Say "Yes" Personalize the...read more
by August 28, 2012
As someone involved in B2B market research, I am often asked by my
internal and external clients a very simple question “Why do
customers buy from us?” As simple as this question may seem it is
not always the easiest to answer. Most clients, especially those in
the C-Suite, expect this to be...read more
by July 25, 2012
In the course of a recent conversation with a colleague the
question was asked “How do you define what your best customers look
like?” There are several definitions that could be employed and
depending upon the data sources you have available you could have
multiple definitions. This indeed a...read more
