Employee Benefits: How to Make Your Employees Happy
The tech companies in Silicon Valley have brought us a new trend: extreme employee benefits. Think free gourmet lunches and trendy organic snacks. Round-the-clock designer coffees and Red Bull. Onsite yoga classes. Free massages. Housing assistance. Free haircuts. And even death benefits. Yes, talent competition has gone to an even greater extreme. Forbes’s reports: “Should […]
Plugging the Hole in the Bucket with Employee Engagement and Customer Satisfaction
I used to work for a Chief Marketing Officer who would talk about the “hole in the bucket.” He was of the opinion that, no matter how wonderful our marketing was, it would always be defeated by poor service quality. “Marketing pours customers into the bucket, and poor service quality makes the hole that lets […]
What You Might Be Missing From Measuring Customer Satisfaction?
Many companies make the mistake of measuring customer satisfaction in isolation. However, new research from Washington State University suggests that that employee engagement is directly linked to customer satisfaction, Because financial success is directly linked to customer satisfaction, employee engagement is indirectly, yet importantly, linked to financial performance. If you are only measuring satisfaction and loyalty among […]
REI Black Friday Disrupter: Will it Pay Off?
REI (Recreational Equipment Inc.) announced it would be closed on both Thanksgiving and Black Friday, urging customers to enjoy their families in the great outdoors. And they are even giving employees a paid holiday. They initiated a social media campaign using the hashtag, #OptOutdoors, to encourage posts of outdoor adventures. REI shoppers know that REI […]
Survey Design: Get Off the Grid!
No, we’re not talking about the electric power grid. We’re talking about grid questions, one of the most commonly used question formats in survey research. The grid question format is simple to use. The response options (such as a level of agreement scale, from strongly agree to disagree strongly) are listed across the top of […]
Your Engaged Employees Hold the Keys to Business Success [eBook Download]
Employee Engagement measures employees’ commitment to your organization’s goals and values, their motivation to contribute to its success, and their perceived ability to also enhance their own career goals and sense of well-being. Research has shown that Employee Engagement is a critical metric with high correlations to business success and profitability. There are many reasons […]
Five Branding Mistakes Marketing Research Can Help You Avoid
Who owns your brand? You? Your customers? No one? Branding can be a tricky business. Too many organizations leave their brand ownership and management unclear, hoping that they won’t do anything to hurt their brand. But that is a far cry from actually helping your brand. Brands, as much as buildings, machines, and people, are corporate […]
Infosurv’s 5 Steps for a Great Customer Experience
While cars have evolved over the past decades, not much has evolved when it comes to the actual retail buying process at a dealership. Just last month I was in the market to buy a new car (RIP 2003 Honda Accord), but knew for certain I was not going back to Honda due to the […]
Writing a Survey Questionnaire from Scratch? Begin with the End in Mind
The second habit of The Seven Habits of Highly Effective People according to Stephen Covey is “Begin with the End in Mind”. This principle was taught to me early in my career, even before Covey published the idea. I was working in my first job in Marketing Research and had a client who needed to […]
Survey Incentives: To Use or Not to Use?
As little as two decades ago, leading researchers would only offer an incentive in surveys where the interview length was more than 45 minutes. How times change! Today, response rates for even the best designed and managed surveys are dropping and using incentives is commonplace. However, there is still debate about when to use incentives, […]