Marketing Profs Guest Post: The Changing Face of Feedback

Survey Innovation Series Part 1 It used to be that paper and postcard surveys were the way to go for gathering event feedback. The challenge with this approach? Receiving attendee feedback after the fact when the excitement has worn down and specific details are faded from memory. These days, thanks...read more

Sample Survey Thursday: Guest Satisfaction

Today’s focus: Guest satisfaction surveys. It’s critical that hotels treat their guests like family. It’s also important to understand what guests want and need so a hotel can provide each and every guest with a personalized, unique and memorable experience. But how do you tap into your guests?...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

Superior Data Through Closed Doors

Have you ever caught yourself telling a white lie? If you have, it probably wasn’t during a situation where you felt anonymous. Let’s face it, anonymity fosters honesty and candor. A quick scan of any Internet message board or review site could tell you that. When people aren’t tied to their...read more

Latest Aberdeen Report: Big Data as a Strategic Advantage

As customers increasingly use new technology tools and interaction channels to engage businesses (and one another), the role of Voice of the Customer (VOC) programs has elevated to new heights. This recent Aberdeen Group report, sponsored by Cvent Web Surveys, addresses how increasing customer...read more

Webinar Registration is Open – Voice of the Customer: Big Data as a Strategic Advantage

As customers increasingly use new technology and interaction channels to engage businesses, the role of Voice of the Customer (VOC) programs has elevated to new heights, and adopting a multi-channel customer engagement strategy is no longer just an option for businesses. Join us for this webinar,...read more

Tying Up Loose Ends in Customer Data

Sometimes it is difficult to tie the loose ends together, but as market researchers this is what we do for our colleagues in marketing, sales and customer service. A recent new vehicle purchase has made this abundantly clear to me. Major purchase transactions, as far as milestone events go, generate...read more

3 Types of Employees & 4 Ways To Curb the Not-Engaged and Actively Disengaged Problem

Employee engagement (or lack thereof) has been a popular topic of conversation recently, as this issue is not something companies can afford to take lightly when 70% of Americans don’t show up to work committed to delivering their best performance, according to Gallup. I’ve wrote about the poor...read more

34 Ways to Increase Customer Survey Response Rates

Every once in awhile, it's a good idea to step back and examine our response rates. Here are a few ideas to get you started.  Switch up your subject lines Change the from name Check in on the ease of use of your survey Shorten your survey Tell people how long your survey is in the email (and don't...read more

The Customer Conversation: Setting the Stage for Effective Engagement

Increasingly, there is a lot of talk by experts about the need to collaborate with employees and customers; to have a conversation that leads to mutual benefit.  And these stakeholders want to talk, make no mistake about it. What they don't want to do, however, is to answer long lists of questions...read more
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