by March 28, 2013
If there were one industry that could truly benefit from consumer
insight research, it is the restaurant industry. Granted there are
the giants of the industry, e.g. McDonalds or Chik-fil-A, that have
teams dedicated to dissecting every aspect of the customer
experience, but the biggest gains can...read more
by January 31, 2012
As I was doing some New Year cleaning, I found the beginnings of a
post based on tweets shared during a 2011 customer experience
workshop. Even though the event is over, some of the messages are
still relevant: Research needs to evolve from insight to foresight.
I recently heard a story from someone...read more
by January 12, 2012
When online surveys came on the scene for the first time in 1999,
there was initial hesitation. Was online really going to replace
phone and mail surveys? As online has become the norm over the last
decade, we've learned there's still a place for multi-mode feedback
collection. In fact, with social...read more
by January 12, 2012
Almost three years ago, I wrote an article on how to analyze
open-ended questions faster with a quick excel trick. It is still a
very popular post, and I answer a lot of questions every month
(particularly on Step 2!) about how to do it affectively. The main
reason it's so popular is because...read more
by January 12, 2012
Technology is making it easier than ever to expand into new markets
and collaborate across cultures. With clients in over 50 countries,
we understand the need to want to collect feedback in multiple
languages. As such, we added the ability to conduct surveys in
languages other than English to the...read more
by December 28, 2011
Last week I shared my favorite feedback management blog posts that
fell outside the Top 25 Most Popular Posts of 2011. After crunching
the analysis for most read articles, most shared and clicked posts,
I've narrowed down our 476+ posts to just the Top 25.Please share
your thoughts below on any...read more
by December 21, 2011
Tis the season for looking back and looking forward, makes you feel
a bit like Janus, the Roman deity of beginnings and transitions.
Thinking back over the course of the year one phrase seemed to
capture lion’s share of the headlines…“Big Data.” All things mobile
were in the public eye as well. What...read more
by November 9, 2011
As Thomas Friedman taught us, The World Is Not Flat. We operate in
a global economy. As such, we’re often required to field surveys in
multiple languages. Creating surveys in languages other than
English is not a new Cvent feature. In fact, Cvent Web Survey users
have been able to do this for a few...read more
by August 24, 2011
One of the key components in any customer satisfaction measurement
program is the ability to assess a respondent’s satisfaction with a
variable (e.g. quality of the food served) and that variable’s
perceived importance. It would be an inefficient allocation of
marketing resources to attempt to...read more
by May 10, 2011
Recently, while working on research about value co-creation, I came
across interesting literature, ideas and diversity of views on
crowd-sourcing. This term was originally coined by Wired’s Jeff
Howe in 2006. Despite some doubts and skepticism about this idea,
the term and practice of crowdsourcing...read more
