VIEW ARTICLES FROM AUTHOR

Your Resolution: Conduct these Key Surveys in 2016

  • December 17 2015
  • Resource: Loyalty Today

Lose 10 pounds (15?). Finally quit smoking. Travel to exotic far-off lands. Be less stressed. Yes, these are among the most commonly-broken New Year’s Resolutions. Hey, stuff happens. We all know this. At Inquisium we’re not here to...Read More

Be Thankful for Feedback: Good, Bad and Indifferent

  • November 18 2015
  • Resource: Loyalty Today

The ebbs and flows of sales in the retail world, specifically during the holidays, can keep a lot of store owners up all night. What worked once in the past might be a disaster today. This goes for both large chains, and small businesses. Recently...Read More

Are Your Surveys Creating Dissatisfaction?

  • October 30 2015
  • Resource: Loyalty Today

Tell me how you really feel.Up to 95% of customers will give you a second chance if you handle their complaint successfully and quickly, but actually getting those responses is one of the biggest challenges survey planners face. Feedback...Read More

The Value of Happy Employees

  • October 27 2015
  • Resource: Loyalty Today

The modern professional journey depends heavily on engagement, both for the employee and employer. Fostering success and satisfaction often falls on senior employees, which means organizational disengagement soon becomes a question of leadership...Read More

Back to the Future: Why Planners Need Feedback at Every Stage

  • October 25 2015
  • Resource: Loyalty Today

Wednesday, October 21, 2015 was “Back to the Future Day.” If you’ve not seen the movies, in “Back to the Future Part II,” Marty McFly and Doc Brown travel to this date to save his future children, who weren’t...Read More

Trick or Treat: Avoiding a Mixed Bag of Feedback

  • October 23 2015
  • Resource: Loyalty Today

Ahhh Halloween. The time of year when neighborhood kids dressed in costumes come in droves, knocking on your door looking to fill their little bags with sugary sweets. All for free. BUT, don’t deliver on the promise (fun size?!, apples...Read More

Dark Data: Why You Need Scary Feedback

  • October 08 2015
  • Resource: Loyalty Today

As surveys from your customers or employees begin to pour in, both good and evil reviews join forces to create a bubbling stew of untapped power. Negative feedback can blind your judgement and unearth inner demons by highlighting imperfections...Read More

Are Your Promoters Really Promoting You?

  • September 24 2015
  • Resource: Loyalty Today

The new corporate buzzword everyone has been talking about is NPS or Net Promoter Score. NPS is being hailed as the new way to measure customer satisfaction--it has proven to be one of the most accurate predictors of revenue growth. As a result...Read More

Why NPS is Used as an Internal Benchmark

  • September 21 2015
  • Resource: Loyalty Today

Organizations are becoming smarter. More tools are available than ever before to measure your performance and the experience for your customers and employees. But why do organizations often look to their competition to see if they are on par with...Read More

Correlating Bad Sales Calls to Bad Surveys

  • September 19 2015
  • Resource: Loyalty Today

Have you ever received a bad sales call? Surprisingly, bad surveys are one in the same.I read an article a few weeks ago on LinkedIn, and it covered a very important topic--how to better network and make connections. The article came with a huge...Read More

Are Reward Program Members Loyal?

  • September 07 2015
  • Resource: Loyalty Today

Think about rewards programs that you are enrolled in. Best Buy? CVS? The café in your building? What attracts you to the program? It is your loyalty toward the brand or is it because of the discount or free offer you might receive? For...Read More

Using Research to Craft Brand Strategy

  • September 04 2015
  • Resource: Loyalty Today

Market research is all about supporting the brand. Companies with a defined brand strategy are better suited to dealing with the vagaries of the marketplace. In a recent article by HubSpot they identified seven core practices necessary for...Read More

The Time Machine

  • September 02 2015
  • Resource: Loyalty Today

If we only had a machine that allowed us to effortlessly travel back and forward in time. The concept of time is as important to marketers as it is scientists. The company that is late to the market will indeed miss the sales opportunity.This...Read More

Getting into the Trenches: Why Observing Customers is a Must

  • August 28 2015
  • Resource: Loyalty Today

One of the lessons I learned early on as a market researcher is the need to get down into the trenches. It is absolutely necessary if you want to be able to understand the journey a prospect takes to become a customer. This is especially true...Read More

Research with Agility

  • August 25 2015
  • Resource: Loyalty Today

The agile methodology has become a de facto standard in software development, but now has found its way into the market research arena. The advantage agile brings to the table is its ability to better manage the unplanned events, such as a needed...Read More

Internal vs. External Benchmarking: The Saga

  • August 23 2015
  • Resource: Loyalty Today

I hate to do it, but I'm going to rely on a tried-and-true metaphor to drive home the importance of setting realistic benchmarks for your survey program. Here we go.I constantly see walls of magazines in grocery stores with headlines like...Read More

The Importance of Customer Feedback

  • August 22 2015
  • Resource: Loyalty Today

Being in business means more than just selling your services or goods. According to a study, being in business today means selling, monitoring, engaging, social sharing, online reviewing, reputation managing, generating, and -- most importantly --...Read More

It’s All About Semantics

  • August 21 2015
  • Resource: Loyalty Today

There are numerous ways to measure attitudes and beliefs. Many have been covered in this blog previously. One of my favorites is the semantic differential. Unlike Likert scales, which measure level of agreement, the semantic differential exposes...Read More

Why Netflix is Upping the Employee Satisfaction Game

  • August 19 2015
  • Resource: Loyalty Today

I’m sure you read the headlines last week. In an unprecedented move, Netflix announced that employees can nowtake unlimited parental leave in the first year that a child is born. Queue the Hallelujah Chorus.This is huge. This is a game...Read More

Concept Testing: Which Path to Choose

  • July 29 2015
  • Resource: Loyalty Today

Testing 1,2,3Online survey platforms have enabled both B2B and consumer market researchers the ability to conduct concept tests with a greater degree of ease than found in previous generations. Gone are the days of filling auditoriums to test...Read More

What’s in It For Me? How to Use Survey Incentives Correctly

  • July 27 2015
  • Resource: Loyalty Today

You’ve heard it all before: Fill out our survey and receive a gift card. Tell us about your experience and be entered to win a free iPad. Rate our product and we’ll send you a free T-shirt. The concept is simple and widely used by...Read More

Managing Brand Reputation

  • July 13 2015
  • Resource: Loyalty Today

In the previous installment we discussed the basics of assessing brand reputation by deriving it using factors important to the purchase decision and a likelihood to recommend measure, although this later component could be overall satisfaction or...Read More

Measuring Brand Reputation

  • July 12 2015
  • Resource: Loyalty Today

In both consumer and B2B marketing research there comes a time when it is critical to understand what drives the choice in a consumption scenario. We have to get down into the weeds with the consumers or business decision makers and ascertain what...Read More

What Are Your Plans for That Data?

  • June 22 2015
  • Resource: Loyalty Today

What will you do with those results? If there was ever a question to be asked, this would be it. If there is a likelihood that the results you generate will not be acted upon, then why would you conduct the survey to begin with?During my time in...Read More

Is Your Data Quality Suffering?

  • June 20 2015
  • Resource: Loyalty Today

How long is too long?This is a question being asked more frequently in market research circles. It is certainly a topic I have devoted much time to, for the simple reason that lengthy and complex surveys make it more difficult for all researchers...Read More

Avoiding the Yes Men

  • May 28 2015
  • Resource: Loyalty Today

As market researchers, and survey researchers in general, it is our job to ensure the instruments we create are as free of potential bias as possible. This is accomplished through diligence in survey and sample design. Yet, as hard as we try it is...Read More

Further Engage Guests with Branding

  • May 27 2015
  • Resource: Loyalty Today

During your hotel guests’ stay, you want to make them feel at home. After all, they chose to spend money at your property instead of staying in the comfort of their own home. Every interaction you have with a guest during their stay is a...Read More

Staying on Point: The Art of the Invite Part 2

  • May 25 2015
  • Resource: Loyalty Today

If you have crafted a subject line that is compelling and mitigates any potential trust issues, then it is up to the invitation to convert them from prospect to survey respondent. Opening the invitation is the job of the subject and from lines...Read More

Getting to Know You

  • May 22 2015
  • Resource: Loyalty Today

I heard a recent episode on NPR that referred to the importance of social media for promoting “mom and pop” businesses. It has been a long held belief of mine that smaller organizations, even solo practitioners, can benefit from the...Read More

Collapsing Data

  • May 20 2015
  • Resource: Loyalty Today

In a previous post we examined the nature of the dichotomous question, one with two response options. This format is certainly easier for the respondent to complete. In my many years of data analysis experience I can say that as a researcher it is...Read More

Reaching the Constant Sum

  • May 18 2015
  • Resource: Loyalty Today

Increasingly, the constant sum question format is becoming one of my go to question styles. It allows the respondent to divide their “sum” across a fixed number of categories creating metric data. To clarify the “sum&rdquo...Read More

Getting the Clickthrough: The Art of the Invite – Part 1

  • May 14 2015
  • Resource: Loyalty Today

Let’s face it, qualified respondents who have nothing better to do than to complete our survey accurately, truthfully and in a timely fashion are a rare breed. In today’s crowded email inbox our survey invitations are competing for...Read More

Merging the Streams of Market Research and Business Analytics

  • April 22 2015
  • Resource: Loyalty Today

As a trend watcher in the IT space I have noticed a consistent drumbeat over the last few years. CIOs and their interest in analytics and business intelligence has been consistent if not increasing. This makes perfect sense as companies realize...Read More

Scales Based on Multiple Response Questions

  • April 21 2015
  • Resource: Loyalty Today

Not all scales in market research need be of the Likert, Semantic Differential, or Constant Sum variety. They don’t have to involve Bayesian theory like the extensions of Maximum Difference Scaling do. In fact, sometimes the simplest...Read More

The Final Four: Ways to Collect Data in Survey Research

  • April 07 2015
  • Resource: Loyalty Today

When we strip away the glamor, the surveys we create and administer are nothing more than data collection platforms. Novice researchers may focus on basic question types, but as we expand our skills the more astute researcher realizes there are...Read More

Sorting the Wheat from the Chaf: Determining Significance in Survey Data

  • April 03 2015
  • Resource: Loyalty Today

As market researchers it is our task to sort the wheat from the chaff. Whether the data is from a survey or customer transactions it is our function to extrapolate meaning and educate those who can do something with it. When we dig into the...Read More

Uncovering the Sins of the Top Box Score

  • April 02 2015
  • Resource: Loyalty Today

There comes a time when a direct marketing piece catches your eye. I was cleaning out some files recently and came across a white paper that covered one of my favorite topics - the use of the top box as a measure for conveying scale scores. If you...Read More

Creating Categories from Open-end Responses

  • April 01 2015
  • Resource: Loyalty Today

It is an alchemist’s blend of art and science when it comes to qualitative marketing research. The analysis of open-ended questions found on most surveys is indeed a qualitative endeavor. At its core this is an iterative process, even with...Read More

Say, Just What is a Likert Scale Anyway?

  • March 28 2015
  • Resource: Loyalty Today

If you have been around survey research for any length of time you have come across the ubiquitous Likert scale. But, do you ever wonder what the Likert scale really is? This question format and its strongly agree to strongly disagree framework is...Read More

Keep it Short and Simple: A Guide to Respondent Engagement

  • March 27 2015
  • Resource: Loyalty Today

My interest as of late as turned to surveys that support employee loyalty, however, today’s topic applies just as well to consumer or B2B market research. As a research professional I find it useful to keep my feet on the ground and...Read More

Know Your Rows and Columns: How to do a Cross Tabulation Analysis

  • March 27 2015
  • Resource: Loyalty Today

Data can be analyzed in numerous ways. There are a few go to methods that every researcher needs to be proficient with. The tool of choice for diving into survey data is the crosstabulation. There are fancier multivariate techniques, and those...Read More

Sliding Down the Funnel

  • March 26 2015
  • Resource: Loyalty Today

Following up on a previous post regarding measuring awareness and familiarity there are other questions that need to be addressed if we are to create a funnel. Why a funnel you ask? Funnels are commonly employed in brand tracking studies. This...Read More

Awareness Questions in Surveys

  • March 24 2015
  • Resource: Loyalty Today

Hey there…have you heard of me?In consumer and B2B market research circles we are often asked to assess market awareness and/or familiarity with brands, products and spokespeople or causes. These two related, but separate constructs...Read More

How Does My Sample Compare to Reality: Ensuring Representative Samples

  • March 21 2015
  • Resource: Loyalty Today

When it comes to sample selection we want to ensure that our respondents are representative of or look like the population of interest. How do we make sure this is the case? A keystone method in market research is to use Census data as a point of...Read More

The Final Question: Likelihood to Recommend

  • March 20 2015
  • Resource: Loyalty Today

The third and final iteration of the customer funnel story involves a topic we should be both aware of and familiar with. That is how likely is the respondent to recommend us to family, friends and colleagues? If you thought this sounded a bit...Read More

You're Not Lucky with Data Alone: Acting on Your Survey Data

  • March 19 2015
  • Resource: Loyalty Today

You’ve set up a survey program. Good. You’ve sent out your survey. Great. You’ve received an overwhelming amount of responses. Even better. But just because your responses are overflowing doesn’t mean you’re lucky and...Read More

Always Check Your Survey Logic!

  • March 11 2015
  • Resource: Loyalty Today

There comes a time when all researchers have a bad day and craft a questionnaire that misses the mark. This can come in the form of a poorly worded question or logic that skips respondents off into the universe. To help mitigate these moments...Read More

Why You Need a Feedback Program: A Lesson from #TheDress

  • March 05 2015
  • Resource: Loyalty Today

On a night, seemingly just like any other, the internet spun into a frenzy of discord. The culprit was a photograph of a dress, and not just any dress—#TheDress. Some people looked at the photograph and saw white and gold; others saw blue...Read More

How to Make Your Survey Data Easier to Understand and Act On

  • February 25 2015
  • Resource: Loyalty Today

Data is really having a moment right now. Not only has “big data” become a regular buzzword in business circles, data scientists are in high demand, and companies are becoming more reliant on analytics to make decisions. We're...Read More

Sample Survey Thursday: Meeting Planner Satisfaction Surveys

  • February 23 2015
  • Resource: Loyalty Today

Today’s focus: post event meeting planner surveysAccording to Frost and Sullivan, the estimated hotel revenue associated with meetings and events totals $103 billion. Therefore, it’s critical that hotels provide meeting planners with a...Read More

Millennials and the Customer Experience

  • February 22 2015
  • Resource: Loyalty Today

We’ve talked before about how important it is to understand the generational gaps in the workforce because what keeps Generation X engaged, doesn’t necessarily keep Millennials (born between 1980 and 2000) engaged. And the same thing...Read More

New School Ad Testing with Market Research Surveys

  • February 18 2015
  • Resource: Loyalty Today

The old school for ad testing involved bringing large numbers of people of various demographics together and showing them ads embedded in pilot television show. This was coupled with two surveys, a pre-exposure survey and a post-test assessment...Read More

Compare Your Survey Sample to US Census Data with Data Ferrett

  • January 26 2015
  • Resource: Loyalty Today

The US Census is the go to source for data which allows us to compare our sample to larger populations to ensure representativeness. The Census Bureau has created a tool in Data Ferrett which will make this process significantly easier...Read More

The Keys to the Good Life - How to Survey Lifestyle Elements

  • January 24 2015
  • Resource: Loyalty Today

There is more to life than work! Marketers in the entertainment, culinary and travel industries do their job with vigilance to remind us what the good life really is all about. Surveys are ideal for measuring the importance of lifestyle elements...Read More

Measuring Frequency of Usage

  • January 21 2015
  • Resource: Loyalty Today

Usage frequency is a critical variable to marketers. Frequent users of our products and services tend to look and feel different than lower frequency users. Understanding these differences can help guide strategy that maximizes revenue and...Read More

Survey Programs vs. Survey Projects [[Comparison Infographic]]

  • January 10 2015
  • Resource: Loyalty Today

As you think about everything your company has planned for the year, there are probably numerous initiatives that you’ll want to collect feedback on to help gauge their success: campaigns, events, product enhancements, employee benefits...Read More

Low to High or High to Low - Scale Design

  • January 08 2015
  • Resource: Loyalty Today

Scales in market research share a similar purpose with those devices found in bathrooms, gyms and doctors offices. They are both designed to measure. In one case it may be our physical weight, while in the other it may be the importance of an...Read More

7 Items on Your Survey Respondents’ Wish Lists

  • December 20 2014
  • Resource: Loyalty Today

We’re in the thick of the holiday season, and everyone has a wish list. While it may not resemble a handwritten letter to the North Pole, it’s safe to assume that most people are hoping they get something on their list this season.On...Read More

Three Tips to Keep Customers Satisfied During the Holiday Shopping Rush

  • December 19 2014
  • Resource: Loyalty Today

With the holidays in full swing, retail stores are experiencing their biggest rush of the year with holiday shoppers looking for the perfect gifts for their family and friends. And retailers are hoping for a major uptick in their sales. But, in...Read More

Don’t Click Send Just Yet

  • December 10 2014
  • Resource: Loyalty Today

What’s the last thing you should do before you send out your survey to the masses? TEST! This is the most important step so you can double check your work to ensure everything looks and is running A-okay. After you’ve been looking at...Read More

Sample Wisely when Populating Research Panels

  • December 08 2014
  • Resource: Loyalty Today

Panels represent opinions waiting to be shared. The question of the day is whom do we want to invite to the party? If your goal for 2015 is to create, manage and leverage a survey panel then careful thought needs to be given to deciding whose...Read More

6 Surveys You Need to Conduct this Holiday Season

  • November 28 2014
  • Resource: Loyalty Today

Just 34 days make up the commerce-laden holiday season bookended by Thanksgiving and New Year’s Day. It’s a short window of time representing billions of dollars in consumer spending, weeks of time off from work, countless miles on the...Read More

Surveying Seniors and Other Difficult to Reach Populations

  • November 26 2014
  • Resource: Loyalty Today

Much of the change in the market research industry revolves around moving data collection online. Tools such as Cvent are excellent at collecting survey data interactively, yet they are also capable of producing easy to read print surveys. Why in...Read More

Making the Most of Your Training Initiatives

  • November 18 2014
  • Resource: Loyalty Today

Employee learning (training and development) initiatives are no small piece of the pie when it comes to organization’s budgets. According to ATD’s 2013 States of the Industry report, organizations spent $164.2 billion on employee...Read More

Worldwide Employee Engagement

  • November 11 2014
  • Resource: Loyalty Today

The number 13 is typically an unlucky number. And in the case of employee engagement, only 13% of employees are engaged worldwide, according to Gallup’s State of the Global Workplace report. Quite astounding to think that 87% of the...Read More

Hotel Customer (and Staff) Feedback can be Hell

  • November 06 2014
  • Resource: Loyalty Today

Filthy rooms, paint peeling from the walls, inedible food in the dirty restaurant, and an overall lack of accountability from leadership and staff. These are just a few of the wonderful surprises in store for world renowned chef Gordon Ramsay on...Read More

Marketing Profs Guest Post: The Changing Face of Feedback

  • November 01 2014
  • Resource: Loyalty Today

Survey Innovation Series Part 1It used to be that paper and postcard surveys were the way to go for gathering event feedback. The challenge with this approach? Receiving attendee feedback after the fact when the excitement has worn down...Read More

A Simple Segmentation Method

  • October 30 2014
  • Resource: Loyalty Today

Segmentation is the process of dividing the market into homogenous groups which can then be marketed to differentially. There are numerous bases that can be used for dividing the market everything from batteries of attitudinal questions to...Read More

The Price is Right

  • October 27 2014
  • Resource: Loyalty Today

How as market researchers can we help our brethren in marketing, sales and product development assess whether or not our price in the ballpark? There are numerous ways to test price including market experiments designed to measure elasticity up...Read More

Measuring the Top and Bottom

  • October 24 2014
  • Resource: Loyalty Today

When we present survey data we have choices in how that data is presented. As survey analysts it is our role to present the facts in an unbiased manner which facilitates decision making. When we work with scaled questions, “e.g. How likely...Read More

Digging the Most Out of the Qualitative Data Mine

  • October 20 2014
  • Resource: Loyalty Today

Data quality is directly related to question quality. Nowhere is this truer than with open-ended questions. Qualitative research draws deeply from the well of consumer thought. The use of unstructured questions on surveys is an attempt to elicit...Read More

Question: Are Your Samples Representative?

  • October 16 2014
  • Resource: Loyalty Today

For both B2B and consumer market researchers the question that lies in the back of our minds is to what degree is our sample a reasonable measure of the population(s) we are interested in? All aspects of our projects can be spot on, but if the...Read More

Going, Going, Gone to Mobile

  • October 09 2014
  • Resource: Loyalty Today

Pete Townshend once sang about goin’ mobile. Now marketers and researchers are singing the same tune. The trend toward all things mobile continues unabated. This is one of those trends I certainly agree with, but as researchers we need to...Read More

Survey Email Alerts: Vital for Hotel Management

  • September 30 2014
  • Resource: Loyalty Today

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 will help you know how they...Read More

Gap v. Lincoln a.k.a. Matthew McConaughey & the VOC

  • September 29 2014
  • Resource: Loyalty Today

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 similar themes.Gap recently went through a...Read More

Should We Use Incentives for Survey Response?

  • September 24 2014
  • Resource: Loyalty Today

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 increasing reliance on incentives to motivate...Read More

Swipe Right: Survey Lessons from Tinder

  • September 23 2014
  • Resource: Loyalty Today

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. And it’s really a simple concept. The...Read More

Make Time for Employee Feedback

  • September 22 2014
  • Resource: Loyalty Today

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 are concerned with customer acquisition and...Read More

Testing the Value Behind Value Propositions

  • September 19 2014
  • Resource: Loyalty Today

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 will be experienced. These all important...Read More

[Infographic]: Customer Retention Facts

  • September 17 2014
  • Resource: Loyalty Today

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 costs? Or a 10% increase in customer...Read More

Inspiring Leaders: What’s the Secret?

  • September 16 2014
  • Resource: Loyalty Today

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 statistic is alarming ‒...Read More

Comment Card Fail: Restaurants

  • September 13 2014
  • Resource: Loyalty Today

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 it is an Australian themed restaurant...Read More

Steve Jobs: Customer Service Agent

  • September 10 2014
  • Resource: Loyalty Today

Yesterday 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 Apple’s...Read More

Fantasy Football and Customer Feedback

  • September 08 2014
  • Resource: Loyalty Today

Last night, the NFL opened its 2014 season with a matchup pitting the defending Super Bowl Champion Seattle Seahawks against the Green Bay Packers. Millions of viewers tuned in to get their first taste of football season. While a small contingent...Read More

The Truth is Out There. You Just Have to Listen

  • September 07 2014
  • Resource: Loyalty Today

The louder an audience’s voice, the better. Listening to your customers is a key to success. One audience that is particularly efficient at getting their voices heard is nerds. They’re a big audience (herd of nerds?), and are the...Read More

Part 2: How to Recruit 3 Types of Survey Support

  • August 27 2014
  • Resource: Loyalty Today

In Part 1 of this two-part blog series, we discussed the importance of recruiting the support necessary for your survey programs to succeed. The first part focused on recruiting executive buy-in and a project owner. The final type of...Read More

Testing Ads Before they Launch

  • August 20 2014
  • Resource: Loyalty Today

One of the major advances offered by online survey platforms, such as Cvent, is the ability to incorporate multi-media. In days gone by you would have had to recruit members of your target market(s), invite them to attend an event and then expose...Read More

The Motivation Gap: How to Keep a Multi-Generational Workforce Engaged

  • August 19 2014
  • Resource: Loyalty Today

Inter-generational differences between Baby Boomers, Generation X, and Generation Y are especially pronounced in the workplace. It’s not hard to see why. The sheer range of communications styles, skill sets, aspirations, and values of...Read More

Learn from Other’s Mistakes: Customer Service Fail

  • August 13 2014
  • Resource: Loyalty Today

We’ve all been there. Whether it’s a cable company, your phone company, an airline, etc. there’s most likely been a time where you’re put on hold for what seems like forever, then when you do reach someone you’re...Read More

Surveying with The King (of Comedy)

  • August 08 2014
  • Resource: Loyalty Today

All right team, name a popular game show in which surveys are central to its premise. Survey says… Family Feud! That’s right, the game show that dominates most of the Game Show Network’s programing has been collecting and...Read More

Building a Research Community

  • August 08 2014
  • Resource: Loyalty Today

Building community is an integral component of a successful life. Such is definitely the case when considering ways to capture and leverage input from customers, prospects, donors or just about any other group of interest. Online survey platforms,...Read More

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