by February 15, 2013
Think about your own experiences, when you are unhappy with a
product or service and tell the company, what do you expect to
happen? If you're thinking, "Nothing. Companies don't listen to
customer feedback" I wouldn't blame you. But I hope you're more
like me: I expect a response. But not a generic...read more
by February 1, 2013
One the primary purposes of marketing research (both for consumer
and B2B market research) is to mitigate risk. Often I am asked what
I do for a living and invariably my response is I quantify
executives gut feelings. This is exactly where market research as a
function needs to be. When we bring our...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 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 November 28, 2012
What are your annual, quarterly or monthly reviews based on? Sales
numbers? Goals? Campaigns executed? Leads generated? Probably
something along those lines, right? Well, things might be different
in the near future: employee reviews could be based on
organizational influence. Last spring,...read more
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 April 13, 2012
This week I read a few discussion boards that were discussing the
differences between observations and perceptions and it got me
thinking about how these two ideas apply in
the classroom. As a trainer, you are often asked to
provide assessments(your perceptions) of staff’s ability to do
perform....read more
by March 2, 2012
Tips for increasing survey response rates are always
popular—everyone wants to increase their participation! There's a
variety of methods that will help reach your response goals.
Changes to your email marketing is one of the easiest ways to give
your response rates a boost! Let's throw back to a...read more
by February 10, 2012
Performance reviews are no fun. Whether they’re annual reviews with
a manager or 360 peer reviews, they’re unwelcome aspects of any
job. Although 360 reviews seem like they would be the perfect
complements to standard annual reviews, they have the potential to
wreak havoc on morale, productivity and...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
