[Webinar] The Holistic View of Measuring Customer Engagement

Date: Wednesday, October 8, 2014Time: 2:00pm ETDuration: 1 hour The current Customer Experience Management (CXM) concept is the product of a long evolution of database marketing, customer relationship management, Net Promoter Score and now managing the overall customer experience through a myriad of...read more

What Was Missing at Content Marketing World (And 5 Content Suggestions)

What was missing from this week's Content Marketing World?  Data and Feedback Collection! I don't mean that they didn't collect feedback from attendees. They had a survey for every session in their mobile app. They incentived attendees to complete the surveys by gamifying them. Attendees were...read more

Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

Fast Follow Up Matters (Best in Class Secret is Instant Alerts)

Think about your own experiences, when you are unhappy with a product or service and tell the company, what do you expect to happen? If you're thinking, "Nothing. Companies don't listen to customer feedback" I wouldn't blame you. But I hope you're more like me: I expect a response. But not a generic...read more

Goal Setting Makes for Better Projects

Goal setting and strategies for achieving them is an industry unto itself. Marketers, in general, and marketing researchers specifically, need to embrace goal setting before launching into any campaign. Prior to launching a survey project we need to gain clarity about the types of questions the data...read more

Using Technology to Effectively Conduct Text Analysis

My name is Jonathan Wilson and I am a Product Consultant supporting the Web Survey tool. The Open Ended - Comment Box question can be one of the most effective means of collecting respondent feedback. However, analyzing these comments can often be an overwhelming process for survey authors,...read more

Introducing: My Reports Download

All it takes is one trip to the mall during the holiday season for me to realize that my patience level has decreased substantially. I catch myself tapping my shoe, looking at my watch or, more recently, firing up a game of Words with Friends. I can see the front of the line but no matter how many...read more

How to Do Persisent Surveys The Right Way

If you are doing a web-based survey and want it to get maximum exposure and maximum participation, one of the best ways to achieve this is through a web-based survey.  If you are like most companies, you have some sort of web presence - a website, or portal, or email system that people can access. ...read more

Commonly Asked Questions

This week I will cover a few commonly asked questions that clients have been asking lately. When I am assisting clients on the phone I like to make a note of questions I get asked frequently so I can share them with our blog readers. Sometimes these topics are areas our readers may have questions on...read more

Importance vs. Satisfaction

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
Crimes in Design Webinar
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