Close the Screen Door

Living in the Southeast one has to accept that mosquitoes will be a big part of your spring and summer equation. However, the smart individual who invented screening for windows and doors really had a brilliant idea. This simple product makes it easy to keep creatures out of your living spaces. We...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

Understanding when to survey

The who, the what, the how, the why and the when. Let’s take a look at “the when” for establishing a timeframe for measuring customer satisfaction. Companies, organizations and governmental entities invest heavily in attempting to understand the drivers underlying customer satisfaction and...read more

Answering: Why do they Buy?

As someone involved in B2B market research, I am often asked by my internal and external clients a very simple question “Why do customers buy from us?” As simple as this question may seem it is not always the easiest to answer. Most clients, especially those in the C-Suite, expect this to be...read more

Survey Scales: Turning the Volume Up to 11

In the movie Spinal Tap one of the characters goes to say that he likes to turn his guitar up to 11. There is nothing magical about 11 in the mundane sense, but it certainly does have application in the realm of marketing research and specifically in attitudinal measurement. The scales survey...read more

Measuring Awareness

As marketers, we spend a great deal of time and money attempting to make consumers aware of our products and services, essentially creating a niche in the clutter of the market. Creating awareness in the minds of the consumers is step one in the long process of filling the sales pipeline. As such,...read more

Divide and Conquer…Segmentation 101

Market segmentation, or dividing your customers and prospects into meaningful sub-groups, has been an accepted marketing practice for generations. In my last post I illustrated how virtually all markets can be segmented, even the markets for commodities and the public sector. This post will drill...read more

How Do I Create Online Customer Survey?

Most organizations want a customer perspective on product and services. Typically, you also want to know about customers' buying habits, their choices and preferences, likes and dislikes and overall customer satisfaction. A very easy way to gather all these opinions is through a customer survey....read more

Surveying Customers: Is Sampling Needed?

The production background to satisfaction also comes into focus when you look at what should be sampled. For statistical quality control of production machines, you take a sample of items that have been produced and test each for conformance. For customer satisfaction, the equivalent is sampling by...read more

Export Values Increase the Accuracy & Effectiveness of Data Analysis

Most survey poll creators will agree that while respondents always prefer to have choices explained clearly in words and phrases, numbers are much easier and far more effective when drawing inferences from the data collected. Take this typical sample customer service satisfaction survey question:...read more
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