Insider Blog
Superior customer experience is being touted as the key competitive advantage for businesses in the future. Some estimate that by the year 2020, customer experience will be more important than price and product in creating brand differentiation. Even now, 86% […]
Technology is a wonderful thing, and it can be quite fairly stated that it and people’s nearly ubiquitous access to the internet have completely – and rapidly – transformed survey research. Marketing researchers and social scientists can field surveys across […]
Employee engagement is big business. Companies spend over $700 million annually in employee engagement programs and a lot that is spent on measuring and tracking employee attitudes and behaviors. So, it is surprising, and disappointing, that some employee surveys either […]
Solvvy, the AI and machine learning customer service platform, recently commissioned a survey and produced an infographic titled “The Building Blocks of Customer Experience.” In this infographic, Solvvy shows how four areas drive the customer experience: Brand Perception, Brand Interaction, […]
Have any of these situations ever happened to you? You’re reading an article and are just getting interested when – BAM! – you’re asked to pay to finish the article. You’re playing a free online game, and you’re so close […]
Everyone, at some level and perhaps despite what they will tell you, wants to be recognized for a job well done. It’s a universal human desire. Moreover, employee recognition delivers a strong ROI: increased productivity, increased engagement, reduced attrition, and […]
Ray Poynter is the author of The Handbook of Mobile Market Research, The Handbook of Online and Social Media Research, the IPASOCIALWORKS’ The Guide to Measuring not Counting, Editor of ESOMAR’s Answers to Contemporary Market Research Questions and content provider […]
During the last great recession, we worked with a hospitality company who had a severe morale problem. The Chief People Officer recommended to the CEO that we conduct an employee engagement survey to determine the causes and potential solutions. The […]
Low unemployment, rapidly changing technology, changing demands from different segments of the workforce, the demand for transparency, allegations of sexual harassment, outsourcing, offshoring, and contract workers. Today’s employment environment is fraught with change, tension, and challenges. Employee compensation and software […]