Webinar Q&A: Crimes in Survey Design

Last Thursday, I hosted the Crimes in Survey Design webinar. We had many great questions come in that we unfortunately did not have time to get to, but have answered below! If you missed the webinar or would like to watch it again, the recording is available here. What is the ideal rating scale: 5...read more

NPS Needs a Little Help from its Friends

The Net Promoter Score (NPS) continues to receive a large volume of press coverage in the business and financial media. Originally, it was touted as the one number businesses needed to grow. However, time has not bared that out. Brand managers that focus solely on NPS often receive a wake-up call...read more

Customer Experience ≠ Customer Satisfaction

There comes a time when those of us in consumer and B2B market research realize that we are not just the messengers, the conduit for the voice of the customer, but we also are the change agents. This realization came to me some time ago, but was reaffirmed while reading the book Outside In by Harley...read more

Customer Profitability Requires a Good First Date

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

What is Loyalty?

LinkedIn can be an excellent platform not only for networking, but also for holding meaningful discussions with others in your line of work. A member of the Customer Experience Management LinkedIn Group posed this discussion question to her fellow CRM-minded members: How are we actually defining...read more

Adding Questions to the Matrix

On occasion a survey comes my way that illustrates, either with excellence or lack of vision, good online survey design. The illustration below comes from a customer satisfaction survey provided by a regional grocery store to their online community. The table speaks to one dimension of the...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

Knowing when to pull the trigger

The ability to respond in a timely fashion is one of the primary advantages of an online survey platform. Most projects do not have the level of sensitivity that customer satisfaction surveys do therefore in most cases immediate attention is not required. However, when assessing a customer’s level...read more

Keeping Retail Customers Satisfied

Measuring customer satisfaction is as much art as it is science. The mix of art and science varies, but one thing is for sure as we enter the 2012 holiday shopping season a great deal of attention will be paid to how satisfied customers are with their shopping experience. Retail surveys will be...read more

Think (and Conduct Research) Before Major Strategy Shifts

Survey research is often used to ‘quantify’ an executive’s gut feeling. This is one of consumer and B2B marketing research’s primary functions, and certainly one that it excels at. With that said it is still possible to go down a path that provides accurate data that answers the wrong...read more
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