Just as Turner Classic Movies’ program “The Essentials” focuses on iconic films over time, there are also essential questions for measuring customer satisfaction. But we call our essentials KISS: Keep … Read More
Read Your Customers’ Minds using Derived Importance Analysis
Why measure customer satisfaction? So you can improve it! The benefits of strong satisfaction are well documented in terms of business success. So the important thing is not just measuring … Read More
Is Your Human Resources Department Something You Can Do Without?
Most medium to large sized companies have some assemblance of a HR department and in our economic heyday, this department recruited, trained, and developed many individuals for their organization. They were considered … Read More
Your Customer Sat Scores May Not Tell You the Whole Truth
New research suggests high customer satisfaction scores may be worthless if you’re not measuring customers’ emotions. Researchers from one of Europe’s leading institutes, Hogeschool-Universiteit Brussel (HUB), recently conducted a study that … Read More
Monetary Incentives Not the Only Factor in Boosting Survey Response Rates
Many companies that conduct surveys among their customers or employees are very concerned with maximizing the response rates to the survey. Offering monetary incentives for a survey respondent’s time is … Read More
Using the Right Tools for Research – Don’t Skate on Thin Ice
Published February 2007 in Overdrive, The Entrepreneur’s Organization eNewsletter by Jared Heyman Ice skaters who change direction on a dime demonstrate how effective talent can be when coupled with the … Read More