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Steve Jobs: Customer Service Agent
Today, Apple – Live introduced the next line of Apple products to the world from their home base in Cupertino, California. Products that seem…a little familiar. It’s not exactly outrageous to say...
View ArticleSurvey Crime: Unlawful Use of Bias
Most surveyors are constantly looking for ways to reduce survey bias that naturally sneaks into their questionnaires. One way to help reduce bias is to randomize survey question answer choices.Failure...
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Comment Card Fail: Restaurants
I was listening to the radio this morning and the show hosts were talking about a comment that was left on a comment card. If you’ve ever been to an Outback Steakhouse (locations worldwide), you know...
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Inspiring Leaders: What’s the Secret?
Employee engagement is a hot topic these days and not in a good way. A recent study by Gallup uncovered that seven out of 10 employees have “checked out” and/or are "actively disengaged." This...
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[Infographic]: Customer Retention Facts
We’ve all heard that organizations who increase customer retention rates by 5% can increase profits by as much as 95%, but did you know that a 2% increase in retention is similar to a 10% increase in...
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Registration is Open: Five Steps to Measuring Hotel Guest Satisfaction
Guests don’t just bring luggage when they stay at a hotel; they bring a certain level of expectations as well. And if those expectations are not met, they typically won’t return for a future visit....
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Testing the value behind value propositions
How valuable is your proposition?Value propositions are a two-way street. From the company they are a promise of value to be delivered and from the customer’s perspective they are a belief that value...
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Sample Survey Thursday: Guest Satisfaction
Today’s focus: Guest satisfaction surveys.It’s critical that hotels treat their guests like family. It’s also important to understand what guests want and need so a hotel can provide each and every...
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Make Time for Employee Feedback
The cost estimates for replacing an employee vary widely depending upon the nature of the role. Regardless, it is an expensive and time-consuming task to recruit and onboard a new employee. Just as we...
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Swipe Right: Survey Lessons from Tinder
Tinder, the prolific online dating app that found its way onto the phones of millions of Americans searching for romance in one form or another, has revolutionized the dating scene for better or worse....
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Redirecting Traffic Using the Reference IDs
Which way did he go?As professional market researchers we spend a great deal of time and energy focused on getting participation for our surveys, and ensuring they have a positive experience, all the...
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Put Your Happy Guests on TripAdvisor
What is the first thing you do before booking a hotel? If you’re like me, I always go to TripAdvisor to see how other travelers rate the hotel. Cleanliness is my big thing, so if there’s negative...
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Should We Use Incentives for Survey Response?
We seem to need an incentive nowadays before we are willing to do anything. As our lives have become busier, taking even a few minutes for a survey can be perceived as time wasted. This has led to an...
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Make Time for Employee Feedback
The cost estimates for replacing an employee vary widely depending upon the nature of the role. Regardless, it is an expensive and time-consuming task to recruit and onboard a new employee. Just as we...
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Zero to 100 - Using Numeric Scales in Survey Design
When considering the type of data needed from a survey question we have several choices; nominal, ordinal, interval and ratio. In addition to the type of data, most survey platforms offer the survey...
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[Infographic] Free Survey Tools vs. Paid Survey Solutions
If you’re looking to build a survey to collect feedback, you might find yourself searching phrases online such as ‘free survey creation,’ ‘free survey tools’ or something along those lines. And...
View ArticleGap v. Lincoln a.k.a. Matthew McConaughey & the VOC
Alright, alright, alright,. In case you missed it, there were two advertising campaigns launched around the same time that recently garnered a lot of interest in the ad world, and they both have pretty...
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The Top 20 Consumer Market Research Questions
Over the past few years, market research has taken off and become an industry norm, from start-ups to fortune 500 companies. It is in such demand there are businesses that operate exclusively to...
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Survey Email Alerts: Vital for Hotel Management
With hotel guests always on the move, it’s can be challenging to know how their stay is going. However, at some point during their stay or while they’re checking out, it’s critical to survey them. This...
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[Webinar] The Holistic View of Measuring Customer Engagement
Date: Wednesday, October 8, 2014Time: 2:00pm ETDuration: 1 hourThe current Customer Experience Management (CXM) concept is the product of a long evolution of database marketing, customer relationship...
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