The Importance of Customer Feedback

Being in business means more than just selling your services or goods. According to a study, being in business today means selling, monitoring, engaging, social sharing, online reviewing, reputation managing, generating, and -- most importantly -- listening. Surveying your customers regularly and in...read more

Internal vs. External Benchmarking: The Saga

I hate to do it, but I'm going to rely on a tried-and-true metaphor to drive home the importance of setting realistic benchmarks for your survey program. Here we go. I constantly see walls of magazines in grocery stores with headlines like, “20 minutes to lose five pounds!” or “Slim down two sizes...read more

Sample Survey Thursday: Customer Satisfaction

  Today’s focus: customer satisfaction surveys The proof is in the numbers. According to Gartner Group, a 5% increase in customer retention can increase a company’s profitability by 75%. Therefore, it truly pays off to listen to your customers. Most companies today say they are customer centric in...read more

How to Avoid Survey Fatigue

Ever get tired of eating leftovers for three days in a row? Well, just like leftover fatigue, your customers can also get survey fatigue. With so many companies sending out surveys looking for feedback on a product that was just purchased or a service that was just completed, companies need to find...read more

Sample Survey Thursday: Meeting Planner Satisfaction Surveys

Today’s focus: post event meeting planner surveys According to Frost and Sullivan, the estimated hotel revenue associated with meetings and events totals $103 billion. Therefore, it’s critical that hotels provide meeting planners with a flawless and memorable experience that will make them want to...read more

Measuring Frequency of Usage

Usage frequency is a critical variable to marketers. Frequent users of our products and services tend to look and feel different than lower frequency users. Understanding these differences can help guide strategy that maximizes revenue and profitability. The question at hand then becomes how do we...read more

Fantasy Football and Customer Feedback

Last night, the NFL opened its 2014 season with a matchup pitting the defending Super Bowl Champion Seattle Seahawks against the Green Bay Packers. Millions of viewers tuned in to get their first taste of football season. While a small contingent of fans probably watched because of an allegiance to...read more

Learn from other’s mistakes: customer service fail

We’ve all been there. Whether it’s a cable company, your phone company, an airline, etc. there’s most likely been a time where you’re put on hold for what seems like forever, then when you do reach someone you’re transferred to and from departments until you reach the person you actually need to...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

The Open-Ended Possibilities of Survey Text Analysis

Surveys are powerful research tools for collecting feedback. When crafted correctly, they illuminate valuable firsthand insights that would not have otherwise been discovered. Whether your organization uses surveys to measure customer satisfaction, gauge employee engagement or conduct training and...read more
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