How Much is your Customer's Voice Worth

A good customer experience is worth its weight in gold. As consumer and B2B market researchers we know this and it is our job to share the word with our colleagues in other departments. Two recent experiences reminded me of the importance of post-event satisfaction measurement. Recently I rented a...read more

10 Tips for Writing Emails that Will Yield Higher Survey Response Rates

We’ve all been there before:  you have an email with a specific call to action (in this case a survey) that you’ve perfected and polished and are sure that it will have high open and participation rates. You push send and study the email stats over the next few hours. A response to your survey...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

Time is an Element Worth Considering

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

Linking House Files to Survey Data

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

20 Most Popular Posts of 2012

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

Building a Practice with Patient Satisfaction

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

Early Bird Gets the Worm

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

It's Never Too Late to Start an MR Program

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

A Twist on the Mean

When it comes to metric data you have the ultimate flexibility in the analytical strategy you can employ. Examples of metric data include population, age, years of education, income, monthly sales, etc. Certain forms brand awareness and customer satisfaction measures can also be considered metric....read more
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