If you’re a B2B marketer, here’s what you need to know about Customer Satisfaction (C-Sat) and why you should be wary of NPS as a sole measure of customer experience.
In Market Research, there is a certain flow to how projects get defined. Early on, a project is defined as a quant project, a qual project, or maybe a combination of elements. Often this definitional process is right and good and yield the results for which it was intended.
As companies seek organic growth, launching new products and services makes sense. Innovation is key to long term success and competitive advantage. Opportunities to sell more to current customers is an obvious motivation for creating new offerings.
We all recognize the need to measure it, and almost universally, there’s a program in place.
Yesterday, while waiting for an oil change, the very-new technician asked which wiper blade I wanted. Literally, the question was, “which blade do you want, the $10 one or the $20 one?”
We’ve all head the expression, “Can’t see the forest for the trees.” When you hear this, it usually means that someone has a blind spot. Could that apply to you …
It’s fascinating how business buzz words and phrases pop in and out of use. Here are a few: “At the end of the day”, “core competency”, “think outside the box” and “take ownership”.
In listening to music, we love to follow a great melody. Whether it’s a piece we know or one that’s new to us, we enjoy the return to the “chorus” that the verses inevitably come back to. We do that just by active listening. It strikes a chord in us and connects us to something deep within us.
Why Associations need to be wary of this alarming trend
It’s a trend we all experience. Each day your inbox is carpet-bombed with survey appeals, “Tell us how we did” or the old-school appeal, “Give us your two cents”. It’s almost comical, but sadly is not funny – it presents a major challenge to your feedback loop with members. The more survey requests they receive, the less likely they are to respond to yours. What’s Driving the Issue?
Developing new growth ideas can be exciting, but at the same time fraught with risk. What can be better than leveraging the unique competencies of your organization to solve customer problems in a way that no one in the marketplace is currently doing?