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 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 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 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
by April 12, 2012
Those running social media campaigns can take a tip from
presentation and meeting professionals: If you want people to
remember your pitch and your product, focus on the beginning and
end. For example, you well know that first impressions matter, and
if you've ever attended a conference, it's often...read more
by April 11, 2012
The workplace can seem like such a serious place, and sometimes it
should be. Research from fall 2011 that was conducted for
Accountemps found that nearly 60 percent of chief financial
officers thought that having a sense of humor helped an employee
fit in with the companies' culture. That's right,...read more
by April 10, 2012
The folks over at Young, Fabulous, and Self-Employeed are offering
up some tips on how to make customers want you. Even though the
magazine is geared toward entrepreneurs, their customer
relationship management ideas are great for all types of
businesses. Keep it simple. Don't assume that because a...read more
by March 30, 2012
Is customer satisfaction strictly a function of the product or
service the consumer purchased? The short answer is no. Is it
solely dependent upon the context of the purchase situation? Again,
no. From the depth of customer satisfaction research we can glean
that customer satisfaction is a...read more
