by February 21, 2013
The season of Valentine’s brings out the best in some and the worst
in others. Many of us find ourselves reminiscing about first dates
and whether or not the date led to a meaningful relationship. The
same romantic wonderings can be applied to the customer – company
relationship. When cast in this...read more
by February 12, 2013
In one of Ozzy Osbourne’s songs he uses the phrase “going forward
in reverse.” Little did the singer know that his lyrics would also
apply to survey research, specifically to the area of questionnaire
design. One of the key concerns facing researchers today is
data quality. It is all too easy for...read more
by February 11, 2013
In the course of survey research several topics have developed a
reputation for being ‘sensitive’. In short this means the topical
areas are perceived to be just short of off limits by the culture
we live in. Examples include cultural diversity, recreational drug
use, sexual activity, alcohol use,...read more
by January 26, 2013
On occasion a survey comes my way that illustrates, either with
excellence or lack of vision, good online survey design. The
illustration below comes from a customer satisfaction survey
provided by a regional grocery store to their online community. The
table speaks to one dimension of the...read more
by January 17, 2013
It is January and an excellent time to begin listening the voice of
the customer (VOC). Regardless of whether or not your focus is
consumer-based or B2B market research your customers (both existing
and prospective) have something to say. Are you listening?If you do
not have a formal VOC program you...read more
by January 7, 2013
While we highlight the most popular posts from a given month in our
newsletter, one of my favorite activities is to look back and see
what posts were the most popular overall each year. Keeping with
tradition, here's a look back across the 20 most popular posts of
2012! Customer Loyalty Month: 25...read more
by December 10, 2012
Poor customer service could land you a prime time spot filled with
bad reviews on various social media channels for everyone to see.
Customers have power, which means they can and will publicize both
good and bad experiences, so exceptional customer service is
necessary. You probably already know...read more
by November 14, 2012
Incentives have become the necessary evil in marketing and other
forms of survey research. In the days of old it was common to send
out a single dollar with a mailed survey to encourage participants
to complete their survey. As data collection methods have evolved
toward online survey platforms the...read more
by August 10, 2012
How do we know what is important to our customers and those we wish
to do business with? This is the $64,000 question. In survey
research especially that which focuses on consumer or B2B marketing
research this question becomes even more critical in these
slow-growth economic times. This line of...read more
by May 2, 2012
Money can't buy happiness, or so we've been told. Michael Norton
calls the bluff in this TED Talk saying if you believe this, you're
spending wrong. If you don't have time right now to watch this
video, I'll give you the secret to buying happiness: Be
Prosocial. Spend the money on someone else. It...read more
