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

Retention Management Begins with Listening

Bob Seger once said “old friends good for the soul.” This thought has been weighing heavily on my minds as I prepare for a trip home, my first in several years. Old friends are also important to marketers and should be considered part of any organization’s retention management program. When I say...read more

Reading the Lay of the Land: Demographics and Awareness

Those of us involved in B2B market research are often called upon to provide a “lay of the land” through survey data, focus groups and competitive intelligence. This approach provides decision makers with a view of marketing opportunities by key target segment. In addition to survey results, this...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

Understanding the Decision

Making decisions can be a challenging process. Understanding how customers navigate their decision process is a key function for both consumer and B2B market research professionals. One technique that is useful for understanding the decision matrix is CHAID analysis or known formerly as Chi-Square...read more

Timely Response is Critical

In the voice of the customer world it is our role as market researchers to listen and follow through on what the customers are saying. Quite often this puts us in the position of ‘middle men’ between the customers and internal groups (e.g. sales, marketing, finance, customer service, etc.) ...read more

Heard It On The X(tab)

There are a few go to techniques that we use for survey data analysis. The primary tool used for analyzing survey data is the crosstab. There are fancier multivariate techniques, and those have their place, but for everyday use the crosstab is the preferred method for analyzing nominal and ordinal...read more

Who Owns the Customer?

A study recently conducted by the CMO Council and SAS brought up an interesting question…Who owns the customer? The overall thrust of the study was to highlight the gaps and opportunities for CMOs to partner with their colleague in arms the CIO. In this day of ever increasing data it is critical for...read more

AWKWARD! Avoiding Awkward Moments in Employee Feedback

Collecting feedback from employees and asking the right questions can be difficult. And, let's be honest, sometimes it's downright awkward! But it's critical if you want to improve employee satisfaction, loyalty and retention. Couple those goals with the fact that employee engagement is the next...read more

A new twist on the one percent concept

There is another side to the ‘one percent’ debate. This presented itself in fine fashion recently thanks to two emails from LinkedIn. In the past year the business networking site surpassed 200 million profiles. In 2012, I received an initial email stating that I was one of the first one percent of...read more
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