Getting the customer service house in order

Customer satisfaction can often be a tale of two cities. I was reminded of this on a recent trip to Los Angeles. My flight was uneventful, but I was not so lucky with the car rental process. The vendor of choice was one of the low cost providers, which given the wide range of prices listed online I...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

Timely Response is Critical

In the voice of the customer world it is our role as market researchers to listen and follow through on what the customers are saying. Quite often this puts us in the position of ‘middle men’ between the customers and internal groups (e.g. sales, marketing, finance, customer service, etc.) ...read more

Measuring Work Personalities

Survey research can be used to assess the attitudes and opinions of virtually any group or sub-group. Most of my work has been in the areas of consumer and B2B market research, but from time to time my focus has shifted toward surveying employees. This makes perfect sense as our employees are the...read more

Keeping your Survey Reporting On-Track

Creating reports from your online survey platform can be both a blessing and a curse. There are numerous pre-designed report options available which can easily shave hours of time off a project. Reports follow several themes including: Answer Summaries and Details – individual frequency counts for...read more

Keeping your eye on the end game

The key to success in market research is to ask the right questions. This sounds easy, however in reality it is not. There are numerous examples where projects have gone wrong because we sought answers to the wrong questions. In full disclosure this has happened to me on more than one occasion in my...read more

Making Customer Retention a Goal

Marketing as we know it is comprised of two primary functions – customer acquisition and customer retention. Much of the effort skews toward acquisition and its numerous strategies for lead generation, nurturing and eventual hand-off of qualified leads to sales. The volume of companies selling CRM...read more

Collecting Customer Feedback: Make it a Priority in the New Year

The end of 2012 is quickly approaching, so it’s time to think about your New Year’s resolutions! Increasing operational efficiency is the number one 2013 priority among decisions makers, followed most closely by improving customer satisfaction, according to a recent study by Customer Management IQ.  ...read more

Was this Survey Enjoyable?

When we ask for customer feedback on a survey our focus is almost entirely on a specific product or service in question. Quite often it involves measuring customer satisfaction, brand awareness or some other variable directly impacting the 4Ps. However there seems to be a trend toward concluding...read more

Tell me what you think

As market researchers, we are frequently asked to assess the opinions of our constituents. In the process of questionnaire creation, this can take the place of asking one group directly about their sentiment, but there are other options. It is equally common to ask one group about their perceptions...read more
Crimes in Design Webinar
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