Why You Need a Feedback Program: A Lesson from #TheDress

On a night, seemingly just like any other, the internet spun into a frenzy of discord. The culprit was a photograph of a dress, and not just any dress—#TheDress. Some people looked at the photograph and saw white and gold; others saw blue and black. The resulting confusion and disbelief from those...read more

Cash for Culture: Would You Quit Your Job for $5,000?

Recently, Amazon made headlines for its unorthodox approach to tackling a challenge every company faces. It’s the question haunting senior management and human resources professionals everywhere: How do you find out which employees are bringing your company down and what can you do to stop them?...read more

What Was Missing at Content Marketing World (And 5 Content Suggestions)

What was missing from this week's Content Marketing World?  Data and Feedback Collection! I don't mean that they didn't collect feedback from attendees. They had a survey for every session in their mobile app. They incentived attendees to complete the surveys by gamifying them. Attendees were...read more

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

National Survey Supports Workplace Levity

The workplace can seem like such a serious place, and sometimes it should be. Research from fall 2011 that was conducted for Accountemps found that nearly 60 percent of chief financial officers thought that having a sense of humor helped an employee fit in with the companies' culture. That's right,...read more

Employee and Customer Satisfaction Correlation

Is customer satisfaction strictly a function of the product or service the consumer purchased? The short answer is no. Is it solely dependent upon the context of the purchase situation? Again, no. From the depth of customer satisfaction research we can glean that customer satisfaction is a...read more

Let's Simplify Jargon!

While searching for this week's TedTalk inspiration, this title jumped out at me: Let's Simplify Legal Jargon! I agree 100%. Let's just speak in plain English that's understood by everyone, not just those with law degrees. During this talk, Alan Siegel discusses how difficult it is to understand...read more

5 Steps for Including Social Media in your Survey Strategy

Next week, Cvent is hosting a webinar, in conjunction with MeetingsNet and industry experts, to discuss Event Marketing 2.0. So it's no surprise we're all a flutter with social media strategy discussions. I've been inspired to share five secrets about how to effectively use social media in your...read more

It's All in the Semantics

I took my wife out for an early Valentine Day lunch at a new restaurant yesterday. It was a much anticipated meal at a new restaurant, well new for us anyway. Our expectations were exceeded on all dimensions. I have written many posts on loyalty and customer satisfaction as of late, but this time...read more

CRM Integration, Why its Vital

Customer relationship management (CRM) systems are a great way to keep track of your history with clients and prospective clients.  Honestly, I don't know how people survive in the business world without them.  CRM tools allow you to track of every touch point, from phone calls to emails to drip...read more
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