Be Thankful for Feedback: Good, Bad and Indifferent

The ebbs and flows of sales in the retail world, specifically during the holidays, can keep a lot of store owners up all night. What worked once in the past might be a disaster today. This goes for both large chains, and small businesses. Recently, we’ve seen many large retailers make big more

Are your Surveys Creating Dissatisfaction?

Tell me how you really feel. Up to 95% of customers will give you a second chance if you handle their complaint successfully and quickly, but actually getting those responses is one of the biggest challenges survey planners face. Feedback is a staple of the customer experience and the very best more

Why NPS is Used as an Internal Benchmark

  Organizations are becoming smarter. More tools are available than ever before to measure your performance and the experience for your customers and employees. But why do organizations often look to their competition to see if they are on par with the market average? Why not look inside your more

Are reward program members loyal?

  Think about rewards programs that you are enrolled in. Best Buy? CVS? The café in your building? What attracts you to the program? It is your loyalty toward the brand or is it because of the discount or free offer you might receive? For instance, if you have a CVS reward card, does that more

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 more

The Final Question: Likelihood to Recommend

The third and final iteration of the customer funnel story involves a topic we should be both aware of and familiar with. That is how likely is the respondent to recommend us to family, friends and colleagues? If you thought this sounded a bit like net promoter score then you are correct. There more

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 more

New School Ad Testing with Market Research Surveys

The old school for ad testing involved bringing large numbers of people of various demographics together and showing them ads embedded in pilot television show. This was coupled with two surveys, a pre-exposure survey and a post-test assessment following the programming and ad exposure. Enter more

Three Tips to Keep Customers Satisfied During the Holiday Shopping Rush

With the holidays in full swing, retail stores are experiencing their biggest rush of the year with holiday shoppers looking for the perfect gifts for their family and friends. And retailers are hoping for a major uptick in their sales. But, in order for that to happen, they need to ensure they more

[Webinar] The Holistic View of Measuring Customer Engagement

Date: Wednesday, October 8, 2014Time: 2:00pm ETDuration: 1 hour The current Customer Experience Management (CXM) concept is the product of a long evolution of database marketing, customer relationship management, Net Promoter Score and now managing the overall customer experience through a myriad more
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