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 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 July 23, 2012
Within the realms of consumer and B2B marketing, there is a space
where features dance with benefits and customer needs are met or
exceeded. It is easy to see a product’s features, e.g. size, shape,
colors, accessories, etc., however it can be a bit more complicated
to assess the features built into...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 May 10, 2012
It's a good idea to manage employee turnover to minimize HR and
onboarding costs and maximize employee happiness, but
self-proclaimed Customer Service Management Coach Flavio Martins
believes it's also a critical piece in providing a quality customer
experience. Preventing premature employee...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 24, 2012
My name is Jonathan Wilson and I am a Product Consultant supporting
the Web Survey tool. The Open Ended - Comment Box question can be
one of the most effective means of collecting respondent
feedback. However, analyzing these comments can often be an
overwhelming process for survey authors,...read more
by January 18, 2012
Some people take surveys right away because they like it. Taking
surveys gives them an opportunity to share their opinions with
the people who really matter. Others, who aren't so keen, tend
to drag their feet, and as a result, miss out on a valuable
opportunity to give feedback. Surveys are kind of...read more
by January 12, 2012
Almost three years ago, I wrote an article on how to analyze
open-ended questions faster with a quick excel trick. It is still a
very popular post, and I answer a lot of questions every month
(particularly on Step 2!) about how to do it affectively. The main
reason it's so popular is because...read more
by January 6, 2012
Having created and worked with in-house panels for several years I
can certainly say there are as many pitfalls as there are benefits.
To start, let’s take a look at a few ways to create a panel. As we
get deeper into the month I will pull together thoughts on
techniques for effectively managing the...read more
