Author Archive
Holding On to Customers During Tough Times
In the current economy, there is a very real and growing concern about how to gain and to keep customers. This was apparent at the 2008 North American Conference on Customer Management (NACCM) this year, with attendance lower than it has been in some time. The irony is that much of what was presented provided […]
Survey Abandonment is like Death to a Researcher - Upshot: Put High-Abandonment Questions at the End
Have you ever noticed that more people start your online surveys than finish them? It’s like they start clicking through the answers and then suddenly they have a heart attack and it’s curtains!
What is happening to those hapless survey takers?
Life insurance actuaries, the Census Bureau, and the Social Security Administration use a tool to understand […]
Observations from BAI 2008: Banking, Innovation and the Current Leadership Gap
There is a real sense of fear in the banking industry right now, and at the 2008 BAI Retail Delivery Conference and Expo, a conference at which we just exhibited last week, that fear was almost palpable.
While in any other year the following statement would have encouraged prospective attendees to pay the registration fee […]
Two Tips to Improve Your Success: Use More Than One Metric and Understand Why Your Customers Buy
I’ve had a bunch of phone calls and conversations about a recent paper I wrote called “Do you know why your customers really buy,” which explores how using attitudinal data is critical to driving real business change. Based on that, I wanted to comment about two things on my mind:
There are a lot of professionals […]
The Right Sized Survey
Without getting into deep research, it seems to me that the average marketing manager should be able to put together a sensible survey simply by using some common sense. Somehow, this is not happening as often as I would expect. My speculation is that people are so hungry for feedback on so many items that […]
Increasing Customer and Employee Engagement
The most expensive things in this world are those that are rare. What you treasure and that you protect the most are those things that cannot easily be replaced. If you think about it, the highest thing you and your customers value in common is the most important element in your company’s products and services.
I […]
