Webinar Q & A: The Value of Employee Engagement on Customer Metrics

On Thursday, we sponsored an eWorkshop about the value of employee engagement on customer metrics with Demand Metric. We had great quetsions come in that we unfortunately did not have enough time to get to, but have answered below! If you missed the eWorkshop or would like to watch it again, the...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

Level III Evaluation Part II: Learning Objectives and Measurement

Before we move to defining the criteria for measurement for different training programs and methods of assessment at Level III, let us look at the relation between the learning objectives and assessment. This is because to do any evaluation, especially Level III, an understanding of the learning...read more

Level III Evaluation Part I: Transfer of Training

In the last blog, we considered Level II Evaluations, which focus on measuring the gain in knowledge after training. This can be done through pre and post training tests. We can also assess this by comparing the results of participants who have been through training to those who have not been...read more

Level II Evaluaiton 3: Level II Evaluation: Constructing Your Own Tests

Here we will consider the points to consider when you are creating your own tests. Define WHAT you want to measure: In Level II you are dealing with knowledge. It is simple to design tests that assess knowledge. However, there are several factors other that affect the validity of the test as we...read more

Best Practices for 360 Peer Reviews

Performance reviews are no fun. Whether they’re annual reviews with a manager or 360 peer reviews, they’re unwelcome aspects of any job. Although 360 reviews seem like they would be the perfect complements to standard annual reviews, they have the potential to wreak havoc on morale, productivity and...read more

Imporance of Qualitative Feedback

The survey is one of the most important means of collecting data. The advantage is that it can be given to a large sample that may ensure a reasonable rate of return. However, the survey has disadvantage—it may not yield the finer details for what you are seeking data. For example, you have designed...read more

Training Evaluations: Who is Responsible?

In times when every penny counts, there is more demand on training managers to “prove” that training has paid off. Most organizations follow Kirkpatrick’s 4 Levels of Evaluation: The immediate feedback: The smiley sheets at the end of the training program where participants respond to questions on...read more

Surveys Are Not Just for Marketing Anymore

Most of my posts have centered on marketing research or the use of survey techniques to measure marketing phenomena. However, survey research has applications well beyond the measure of customer satisfaction, brand awareness or even employee relations. The use of surveys to gather opinions, usage...read more

Let's Simplify Jargon!

While searching for this week's TedTalk inspiration, this title jumped out at me: Let's Simplify Legal Jargon! I agree 100%. Let's just speak in plain English that's understood by everyone, not just those with law degrees. During this talk, Alan Siegel discusses how difficult it is to understand...read more
Crimes in Design Webinar
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