Strengthen Working Relationships With Customer Surveys To Impact Your Business Outcomes

Strengthen Working Relationships With Customer Surveys To Impact Your Business Outcomes

The management of a major retail bank was concerned about statistics that suggested a gradual weakening of customers’ relationships with the bank. Over a six-month period, the percentage of customers who maintained 100% of the total value of their deposits with the bank decreased significantly, from 37% to 29%. The corresponding decrease for personal loans…

Survey Questionnaire Basics

Survey Questionnaire Basics

A questionnaire is the mainstay of survey research, used most often to gather information from large numbers of individuals. The questionnaire contains questions (or items) administered online or through the mail that have been standardized to mean the same thing to everyone so that responses can be compared to one another. It’s always best to generate a…

Survey Solutions to Customer Loss

Survey Solutions to Customer Loss

Businesses lose customers across many industries. While this is a natural market event, more and more companies struggle to find ways to stop their businesses from failing due to high customer loss rates. CNN reported that American Airlines lost many of its most lucrative business passengers due to significant flight delays and cancellations due to…

Surveys from Stakeholders Make Good Business Sense

Surveys from Stakeholders Make Good Business Sense

Businesses around the world have discovered that engaging stakeholders is a competitive advantage and an integral part of business strategy. It takes multiple stakeholders to support the operation of any one business. Businesses have also discovered that all it takes for this engagement to take place is an effective employee survey designed to uncover the…

Taking Your Business to ‘Best in Class’ Success

Taking Your Business to ‘Best in Class’ Success

I wear multiple ‘hats’. I am an organizational consultant, a professor, and a student working on a second Ph.D. As I am writing this paper it is a special month for me as a professor and a student. It is the time of year when universities typically have their recognition ceremonies, honoring their students who…

The Value of Longitudinal Survey Research

The Value of Longitudinal Survey Research

Decision makers in organizations often use questionnaires, interviews, or focus groups to gather information at one point in time.  Opinions and feedback from various stakeholders are gathered, sorted and analyzed before decisions about products or services are made and implemented. This ‘point in time’ data collection is informative and cost efficient.  However, this data is…

The Value of Surveying Employees and Customers

The Value of Surveying Employees and Customers

When you go into the office tomorrow, look around.  How many employees appear to be engaged in their work?  And, how many employees appear to be there just to get a paycheck?  How do you know?  At the other end of the continuum, if someone were to ask you how many of your customers are…

The Winning Business-Employee-Customer Link

The Winning Business-Employee-Customer Link

In recent years, many in the academic and popular business press have grabbed hold of a very impactful business-employee-customer connection: positive work attitudes and greater commitment and loyalty among employees all feed directly into greater customer satisfaction and loyalty. Why? There are several important reasons. First, when top management advocates the importance of focusing on…

Use Customer Surveys to find out What Keeps Us Going Back?

Use Customer Surveys to find out What Keeps Us Going Back?

Have you stayed at a hotel recently?  Was the staff attentive?  Was the room clean?  Were the halls quiet?  How was the food?  Would you stay there again? We decide whether we will continue to patronize our usual haunts based on how we ‘feel’ as a result of doing business with people there.  As is…

Using Applied Science to Prevent Loss of Customers and Profits

Using Applied Science to Prevent Loss of Customers and Profits

Each customer is an investment and represents hours of marketing efforts and expenditures. Each customer lost represents an investment that is no longer reaping dividends. Having customers, not merely acquiring customers, is crucial for business success. In an article in the Journal of Marketing Research titled “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical…

Using Customer Surveys To Keep Your Customers

Using Customer Surveys To Keep Your Customers

Let me ask you a question. What is it that makes your customers decide to purchase from you? I hope you know the answer, it will be different for each of you, and it’s something every business needs to understand to flourish. Just as important though is another question, which, chances are, you won’t know…

Using Root Cause Analyses to Customize Marketing Efforts by Location

Using Root Cause Analyses to Customize Marketing Efforts by Location

It’s all about “Location, location, location!” We’re all familiar with this emphasis on location. We’ve heard it in relation to real estate and business location. In real estate, we know that much of the worth of a piece of property is determined by its location. One acre in a highly desirable and growing area can…

Using Science to Increase Intent to Return for Male and Female Gaming Customers

Using Science to Increase Intent to Return for Male and Female Gaming Customers

Understand the difference between male and female gaming customers and use this information to create more loyal and profitable guests. Player development is important in the gaming industry. Increasing a customer’s average daily theoretical (ADT), or loss to the casino, increases profits. How is this accomplished? How do you get customers to increase their ADTs?…

Value in Surveys: Study Reveals That We Can Survey Anything

Value in Surveys: Study Reveals That We Can Survey Anything

The value of survey research cuts across all industries and disciplines. It’s a tool for collecting information that can improve customer satisfaction, offer insight into a company product, pinpoint the mood of the voter and gauge public opinion on social issues. But definitive research for business or mainstream purposes isn’t the only use for surveys. Occasionally, surveys can come up with some,…

When It Comes to Surveys, Hold the Phone

When It Comes to Surveys, Hold the Phone

Surveys come in all shapes, styles, and sizes, and one of the most important factors in conducting a survey is selecting the survey deployment methodology. The telephone survey has been used for decades, but some of its shortcomings opened the door for other forms of collecting information. When a news network wants to gauge the…

Why Customers Care

Why Customers Care

Research Firm NBRI Gets to the Bottom of Why Customers Care. When Companies Roll Out the Customer Loyalty Survey, Profits Roll In There may be no greater sign of customer loyalty than hundreds of consumers risking a parking ticket for a large yogurt. It’s likely Hyekyung Hwang, owner of a Los Angeles-based frozen yogurt stand…

Would Your Customers Tip You?

Would Your Customers Tip You?

Super Bowl Sunday is known as one of the busiest days for pizza parlors nationwide. Pizza orders increase by 50 to 100% during the Super Bowl compared to a regular Sunday. Some of the large pizza parlors around the country even hold pep rallies to get their delivery people excited. The delivery people will be…