Yes, we live in a "do-it-yourself" world; a world in which we have instant access to such a vast array of information, there is almost no question that cannot be…
What is NOT important in the B2B world is your client's likelihood of recommending your company (as in NPS). What IS IMPORTANT IS YOUR client’s WILLINGNESS to recommend your company…
We’re all familiar with questions that ask us to rate our satisfaction "on a scale of zero of 10″, where zero indicates a state of extreme dissatisfaction and 10 indicates…
How can you make your company stand out from the crowd? This is a question that many business leaders have asked themselves for years. For more than ten years, we…
You do know that a "one size fits all" approach to customer care is unlikely to succeed in building strong relationships with all of your customers - right?
In discussing Customer Care and Retention Research with potential clients, I am hearing comments reflecting 6 specific beliefs about customer research. These beliefs have evolved based on the technologies available…
Companies are conducting more employee surveys in hopes of gaining helpful insights on employee engagement, employee satisfaction and employee retention. Anne Miner offers 10 tips for successful employee surveys whether…