Not long ago, I learned some startling statistics: The loyalty of employees who work for small businesses has dropped by almost 20% since 2008, and currently stands at a paltry 50%. Although I have never experienced any serious turnover in my own venture, I decided to take preemptive action by...read more

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

It is rare that as a marketing researcher I get to take a survey. That may sound odd, but more often than not one’s occupation is used as a screener. Most researchers don’t want other researchers taking their survey, even though they may be qualified on all other accounts. The rare occasion is the...read more

Measuring customer loyalty and satisfaction is a primary task for both consumer and B2B market research professionals. Today’s question is a matter of time as in a snapshot (one period in time) or a trend (measurements over a period of time.) Should satisfaction, awareness or other measures be...read more

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

Making the connection between survey data and information stored in transactional data warehouses or CRM systems allows the consumer or B2B market researcher to exponentially grow the value of the customer insights they deliver. As with most survey-related topics, there is more than one way to make...read more

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

Even healthcare practitioners need to understand that choice exists in the market! This is why I strongly prescribe a healthcare satisfaction survey. This should be taken quarterly, at a minimum, for the full effects to be seen. Customer satisfaction measurement is well known in the consumer and B2B...read more

For many larger companies, non-profits and governmental organizations the need for market research is thoroughly understood, valued and budgeted for. Marketers and strategists within these entities realize that market-driven consumer insights are essential to maintaining or expanding their position...read more

Question: When should you start engaging employees? Answer: During the hiring process. It’s important that a potential hire is aware that an organization’s cares about their success and that they understand the work environment and culture right from the get-go. If a potential hire knows what’s...read more