Preventing Respondent Frustration

This post applies to consumer and B2B market researchers as well as those who design questionnaires for measuring employee satisfaction and engagement. Multiple response questions where the respondent can select any or all options are a valuable question format. However, if not handled correctly...read more

Raise your Survey Response Rates

Organizations use surveys to achieve many different goals. Whether they want to measure employee satisfaction, conduct market research, administer training assessments or gauge customer satisfaction, a well-executed survey is an important business tool for making more informed decisions. However,...read more

Top 15 Blog Posts of 2013

I can’t believe 2013 is almost over! There are so many great blogs that we’ve posted over the past 12 months, that I wanted to keep up with tradition and give all of our readers a recap of the most popular blog posts of 2013! Enjoy! Samples at Random Sometimes being random is exactly what your...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

What Was Missing at Content Marketing World (And 5 Content Suggestions)

What was missing from this week's Content Marketing World?  Data and Feedback Collection! I don't mean that they didn't collect feedback from attendees. They had a survey for every session in their mobile app. They incentived attendees to complete the surveys by gamifying them. Attendees were...read more

When Twitter Customer Support Goes Too Far

This last weekend I was moving the final things from the house we're selling into a storage unit. We rented a van to help us move so we didn't have to make a ton of trips back and forth. When picking up the van, the woman behind the counter was extremely rude to the person in front of us. It came...read more

Who's Responsible for Employee Engagement and Satisfaction?

Over the last few months, we've seen a trend. An increase in the number of organizations who are looking to measure employee satisfaction and engagement levels. While I've always believed employee satisfaction is the key to the ultimate customer experience goal of delighting the customer, it seems...read more

Employee Retention is the New Black

When the word retention comes to mind we often turn to customer retention first. After all, retention management programs are a key component to successful growth of the customer base. However, as the economy continues to slowly move out of the depths, another version of retention is becoming...read more

Unexpected Expectations

I recently had the pleasure of taking my wife to the Umstead Hotel and Spa in Cary NC to celebrate our wedding anniversary. Now I have not stayed in many five-star resorts in my life, but this experience has certainly whetted my appetite. During our stay I had the opportunity to reflect on what...read more

Collecting Employee Feedback that Matters: How Are You Doing?

According to a recent study by AON Hewitt & Mercer, 50% of employees characterize themselves as passively engaged or actively disengaged. Additionally, one disengaged employee can drain $10,000 from your company’s bottom line annually. These statistics are alarming! And because of this, HR...read more
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