Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

Customer [Self] Service

Your cell phone can be used for just about everything these days, from paying bills or finding a place to eat, to ensuring you locked your front door - from the other side of the country. Can it also help strengthen your customer relationship management strategy? Erika Morphy at CRM Buyer wrote a...read more

90% of Businesses Don't Know What Customers Want

Do you know what your customers want? Jaynie L. Smith, author of Relevant Selling, says that 90% of businesses do not. Smith believes that those businesses that focus on finding out what the customer wants and providing it are those that will fair best in the current economic recession. To obtain...read more

Hotel Personnel Evaluation Forms

If you want to see how well your hotel personnel is performing and do not want to use a typical hotel survey, then try using a hotel peronnel evaluation form to assess your staff.  Using surveys or market research to assess your varied hotel staff is a great, unique way to see how integrated an...read more

Address Book Sampling: Improve Customer Relationships

Proving to be a relational online survey provider, Cvent continues to further itself from basic survey providers by adding additional features over the weekend. Thanks to the development of the new Address Book Sampling, survey author’s can now conduct an advanced search based on a contact’s last...read more

3 Questions to Ask in your Next Help Desk Survey

The internal help desk can be a critical department in a company as it provides resources to resolve employee issues and ensures that employees' needs are met in order to do their jobs as well as get access to employee and business portals. Ensuring that your help desk is serving its function well...read more

Sometimes, the Best Survey is a Personal Conversation

While mail, email, and phone surveys are all great ways of getting in-depth reviews for your business, sometimes a good old fashioned conversation is the best way to survey your audience.  I was recently at a hotel where the personnel asked the survey questions and I answered.  Here is why this...read more

Focusing on the Wrong Things: Employee Engagement

A friend of mine has been growing more and more dissatisfied with her current position. She is more or less the office greeter and receptionist but is not empowered to help client's and their customers. Her organization offers virtual offices, meeting rooms and office space. She describes it as a...read more

Keeping Survey Projects on Course

Survey research projects, like any projects, run the risk of running off course. There isn’t a researcher currently in the business that hasn’t had to face scope creep and question creep. This is particularly true if the survey was designed by cross-functional groups. In these cases, group members...read more

Help Desk Satisfaction and the Virtual Experience

I recently went onto a website to order some food containers, as I am starting my own business. I was feeling a bit overwhelmed and unsure what I needed or even what some of the terminology meant. I have been working in corporate America for almost a decade, so starting my own food business is a...read more
Crimes in Design Webinar
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