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

Effective training sessions are critical to your business's success, and today's companies are dealing with the realization that a one-time onboarding session, or even annual training events, are not sufficient to keep up with an ever-changing environment. Not only that, but most companies are no...read more

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

A customer testimonial is a great way to gather feedback that you can share with others, whether they are current customers or prospects. The idea is to share happy customers’ experiences and praises, ultimately influencing others. Social networking and word of mouth are so important today, that...read more

In the world of marketing, it’s common for reports to be swarming with data and benchmarks drawn from hundreds of different touch points like email, website, search, social, mobile, reviews, comments, and more. However, even with the plentiful amount of data we collect, insights are hard to develop....read more

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

The end of 2012 is quickly approaching, so it’s time to think about your New Year’s resolutions! Increasing operational efficiency is the number one 2013 priority among decisions makers, followed most closely by improving customer satisfaction, according to a recent study by Customer Management IQ. ...read more

While teenagers and celebrities are embracing social media more than ever before, many companies are still afraid to make the leap into the Twitterverse, Facebooksphere, or any other social sharing gathering place. Of the 250 organizations that have taken the Harvard Business Review's Social...read more

The choice is yours as the survey creator. How we phrase a question impacts our ability to gather feedback and conduct survey data analysis. I was reminded of this recently when looking at a question regarding annual spend per employee on training. There are two basic options we as survey authors...read more

I’m very excited to share some new findings on the customer feedback management space that were just uncovered by an Aberdeen Group research study! Cvent has sponsored a new study from Aberdeen, titled “Customer Feedback Management: Leveraging Voice of the Customer to Amplify Business Results,” that...read more