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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...
View ArticleCustomer 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...
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Make a Survey That Stands Out From the Crowd
According to a recent Business Insider article, “American adults are invited to take surveys 7 billion times each year, with 24% of respondents indicating they were asked to take part in more surveys...
View ArticleThe New Officer In Town: The Rise of the Chief Customer Officer
There is a new C-level position taking shape. According to work published in the Harvard Business Review blog the next generation of C-level executive is likely to be the Chief Customer Officer (CCO)....
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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...
View ArticleA new twist on the one percent concept
There is another side to the ‘one percent’ debate. This presented itself in fine fashion recently thanks to two emails from LinkedIn. In the past year the business networking site surpassed 200...
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Are You Using More Than One Barrel? Tips for Question Writing
When is two not better than one? In survey design two is certainly not better than one. In this case it refers to the use of double-barreled questions. Those with little research training often do not...
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The Importance of Question Randomization
Looking to get the most useful data out of your surveys? If so, consider randomizing your survey questions to eliminate bias and ultimately deliver more actionable survey results. Oftentimes, the...
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Keeping your Survey Reporting On-Track
Creating reports from your online survey platform can be both a blessing and a curse. There are numerous pre-designed report options available which can easily shave hours of time off a project....
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Timing Is Everything...
...when it comes to social media, anyway. When you're responsible for running a corporate Facebook or Twitter account, when do you post content? When you first come in in the morning? When you need to...
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Where the Wild Things Are
Seldom is there a customer experience that doesn’t have an underlying emotional dimension. Harnessing this fact is an issue that Big Data has yet to fully resolve. However, for decades those in the...
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Using Qualitative and Quantitative Question Formats
In both consumer and B2B market research we are often faced with questions from clients that require both quantitative research methods as well as the deeper insights that come from unstructured or...
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Do Something Others Dont—Listen to Your Customers
I read a great artilce by Donna Fluss in CRM Magazine recently, Surveys Alone Are Not the Answer. What really hooked me was this statement:After years of analyzing exceptional service organizations,...
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Keeping Market Insights on the Edge
Those in the behavioral economics field hold onto the mantra of trust in what people do, not what they say. Can consumer insights professionals gain from this, and if so how can it be applied? The...
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Using Invitation Forwarding to Grow Your Responses
As winter winds its way down and spring looms on the horizon, I was reminded recently of a sampling technique used in the old days that has taken on a new spin. It used to be called snowball sampling....
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How Social Media + Survey Software = More Customer Endorsements
One of the biggest complaints people have about the net promoter score is that respondents don't need to put their money where their mouth is, so to speak. We ask the, how likely they are to recommend...
View ArticleHey You! Feeling a Bit Irrelevant?
Is market research becoming irrelevant? If you follow the published works of Forrester Research then you may be tempted to believe that we should scrap our career path and pursue something different....
View ArticleMaking the Right Choice
As consumer insight professionals we are often tasked with assessing how our consumers and prospects make a choice when selecting a product or service. This is not an easy task regardless of whether...
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Customer Satisfaction + Importance
Customer satisfaction measurement can be best described as part art, part science, and part intuition. Regardless of how you view it there are several moving parts to this equation. Satisfaction, as a...
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Survey Data in a New York Minute: When to use Online Polls vs Surveys
The concept of a New York minute can be applied to market research. For those who do not know a New York minute is an instant, which is infinitely shorter than the 60-second minute you and I work...
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