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Why Great Customer Experience Starts with Great Employee Experience
It’s fair to say that when we enjoy doing something, we’re more likely to put our heart and soul into it, and as a result, we get more in return. The same is true at work. The link between engaged employees and successful businesses been researched and proven.
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A Conversation with Nils Stangnes, SEVP, Global Execution
In our latest interview with thought leaders from inside and outside of Questback, Nils talks about his passion for helping companies drive innovation through the power of insight.
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Cultural Integrity is a Prerequisite to Closing the Gender Pay Gap
On Thursday, April 4, 2019, as the clocks struck midnight, final time was called on the second round of UK Gender Pay Gap reporting. The rumors (sadly) have been confirmed: the gap has widened, quite the opposite of what the regulation intended.
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A Conversation with Andrew Cocks, Assessment Psychologist at Conflux
In our latest interview with thought leaders, the tables turned, and we got to pick the brains of an assessment psychologist, Andrew Cocks on his thoughts around big topics such as purpose, gender equality and culture.
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A Conversation with Julia Beizer, Chief Product Officer at Bloomberg Media
In our second interview with thought leaders from inside and outside of Questback, we got to talk to Julia Beizer, Chief Product Officer for Bloomberg Media about digital, diversity and disruption.
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Location, Location, Location: How to Win at Remote Working
Remote working is more widespread than ever before with experts predicting that 50% of the US workforce could soon be working remotely. The benefits for employees and employers are plentiful but only if organizations have an agreed approach in place. In this blog, we discuss the pros and cons of remote working.
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Innovation and Agility in Market Research: What to Check Out at Quirk’s Brooklyn
It all comes down to being agile. Market research has never been more competitive than today. But crucially, it has also never been more important. To survive, we must meet increasing demands for faster, more detailed and more meaningful insight. To thrive, we need to innovate and reinvent.
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A Conversation with David Howland, Chief Marketing Officer
In the first of our NEW interview series with thought leaders from inside and outside of Questback, David shares his perspectives on the changing roles of marketing and insight within companies today.
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The World of Work: 7 Trends to Watch in 2019
This time of year is perfect for poring over the 'tea leaves'. In this blog on HR predictions in 2019, we round-up hot topics from the experts.
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Feedback is at the Heart of B2B Sales Success. Here’s Why.
Customers are much more active and in control of the buying process and armed with preconceived notions regarding expectations and ROI. Consequently, the ways in which businesses approach the sales process must change. Greater feedback from the customer is required not just to ensure you understand and meet their needs but crucially to establish trust and build a relationship.
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Top Lessons Learned From Market Research in 2018
It was an interesting year, both in the world of business and market research. Here are a few reflections and lessons learned from the market research industry and what to look out for as we foray into 2019.
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Engaged Workers Lead to Better Individual Performance Outcomes
Engaged employees bring a host of benefits to the table. When you think about a great customer service experience, the best ones come from those workers that have adequate training, a motivated work ethic, and some degree of enthusiasm or advocacy for what they are selling.
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Data Is The New Oil For Retail
It’s back to work and for many companies the new year means a clean slate, but for most retailers it’s a different story as they near the end of what’s been long and…
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Already planning your Annual Engagement Survey? Five ways to ward off your headaches in 2019
For most of us, January tends to be a time of reflection as we frantically jot down our "New Years Resolutions" ranging from the minor such as drink less caffeine to the major,…
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How Can You Act if You Don’t Listen?
Almost every conversation our team has with business leaders touches on today’s pace of change. That pace often prompts employers to make quick decisions, but the problem is those are not always made with the right data on hand. To counter these issues appropriately, organizations need to be more intentional about listening for problems and acting on them.
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The roller coaster ride of emerging technology and market research
We live in a digitally-charged world. Emerging technology is transforming our daily lives as consumers, and our business lives as market researchers. Today, agility, on-demand consumer insights and data-driven decisions are more important than ever before. And that means brands need to reconsider how they approach market research.
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Why you need Agile Leaders for Agile Teams
Like all things leadership styles evolve over time. Modern leadership takes many forms, but one common trend sees leaders moving away from centralized, hierarchical, command…
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7 Ways Cultural Understanding Holds the Key to Closing the Gender Pay Gap
In the UK, the recent reporting requirements laid out in black and white the scale of the gender pay gap. According to the first UK Gender Pay Gap report, over three quarters…
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Deliver Confidence and Empower Companies with Independent Oversight
The workplace response to reports has understandably come under fire in light of recent high-profile scandals. Incorporating independent oversight into your corporate misconduct strategy brings an additional layer of accountability and assurance to employees (or customers) that reports matter and are being addressed.
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Secrets to 360-Degree Feedback Success
There’s a lot of noise out there about the future of work and industry and it tends to fall into one of two camps. A dystopian view where we are all out of jobs or a utopian…
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Six Inventive Ways to Create an Engaging Survey UX
Whether you’re conducting market research to solve a specific business problem or gathering customer or employee feedback, it’s more important than ever to try and create…
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Five Things You Should Know About Continuous Listening
The employee feedback landscape continues to gather pace with employers (and employees) increasingly recognising the benefits of ‘continuous listening’, alongside more…
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Why High-Performing Teams Need an Agile Culture to Thrive
We’re all familiar with the pressures that modern businesses face. They operate in a globalized and fast-moving landscape. Traditional hierarchical organizational structures…
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Why a Changing Workforce Calls For a Changing Approach to Employee Insight
The world of work has changed more radically in the last five years than in the previous 50. The full-time job for life has been replaced by something altogether more transient.…
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Smart Teams Like Smart Insights
In today’s modern business, the command and control style of management is giving way to a flatter, more agile organizational structure. Rather than relying on rigid, strict…
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The Critical Role of Human Resources in Sexual Harassment Cases
As Tana Session, Forbes Human Resource Council, states, “Human resources professionals are the protectors of the company culture and the purveyors of the corporate conscious. Each employee’s life cycle begins and ends in the HR department.”
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How to create the most engaging surveys?
Engaging surveys are critical to driving these actionable insights. An engaging survey can increase response rates beyond 50% when compared to one that causes problems. It can then, in turn, unlock the feedback that’s invaluable to organizations.
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How Transformative Organizations Turn Headwind into Tailwind
The pace of technological change has brought about unprecedented levels of reinvention the world over. We’ve seen fundamental changes in the workforce, the workplace, the…
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3 Signs Employee Turnover is Hurting your Company
Most companies consider their employer turnover rate a measure of how satisfied and happy their workforce is. Typically, it looks at how many people leave voluntarily over…
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Reporting Workplace Harassment: Companies Must Empower Employees
There’s been no shortage of high-profile sexual harassment scandals. Companies in all industries are grappling with this issue. Convincing employees to come forward is the first challenge organizations must overcome. For that, companies need to truly empower employees. Here are five facets paramount to empowering your employees.
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3 Things to Consider When Looking for a GDPR-Compliant Vendor
When it comes to data and data privacy, how can leaders “future-proof” their business? As with GDPR and similar data privacy regulations, it’s not just internal policy and practice that’s viewed under the magnifying glass. It’s also who you do business with.
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Survival in the face of constant change: 4 key traits of transformative organizations
Transform or Die The pace of technological change has brought about unprecedented levels of reinvention the world over. We’ve seen fundamental changes in the workforce,…
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Fail to Listen, Fail to Change
We’re fortunate to be living in an era of accelerating change, particularly when it comes to business. Even the most traditional of industries are being disrupted by globalization,…
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5 Reasons To Combine Qualitative And Quantitative Research
Combining qualitative and quantitative market research methods delivers deep & powerful market research insight. See the 5 ways it benefits your survey.
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Key Components for an Effective Anti-Harassment Strategy
Anonymity, accessibility, and auditable reporting are imperatives for a reliable anti-harassment strategy. The technology and solutions exist to make this a reality, empowering and transforming both employees and organizations.
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Raising the Standard for Safety and Operational Risk
It is time to rethink our approach to safety and operational risk, merging the standards, policies and processes together with the workers responsible for execution on a day-to-day basis. Organizations need to close the loop between process and person.
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Engagement does not equal productivity, but it can
Most companies don’t have catalytic engagement from their employees. You need to enable your people and ensure they are aligned for engagement to impact productivity. That is what productive engagement looks like.
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What AI means for HR—death or glory?
Artificial intelligence will disrupt every industry and profession—how can HR help create and shape the hybrid workplace, where bots and robots work alongside humans?
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“No One Wants to Work in the Insurance Industry!”
Today, the insurance and reinsurance industry faces a period of unprecedented change.
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GDPR: The Time to Ensure Compliance is Now
Here are four steps for your organization to take towards successful GDPR compliance.
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Best Practices for Whistleblowing
For business leaders, how can you encourage and protect whistleblowers? And how can you leverage their insight to drive higher performing organizations? The following are four best practices recommended as a good place to start.
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An HR Director’s Guide for Unlocking the Positive Effects of Continuous Listening
While there is a clear business case for continuous listening, it can also bring some unique benefits to HR Directors. In this post, we’ll explore three positive effects of introducing a continuous listening program to your business.
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Why you Need to Transform the Speed of Feedback
Whether it is in business or our personal lives, the pace of change is accelerating. News, politics and company fortunes are becoming more and more difficult to predict, meaning…
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Data Privacy: Why GDPR Matters
Facebook CEO Mark Zuckerberg stood before the US Senate in a two-day multi-hour hearing in the aftermath of the Cambridge Analytica debacle. Among a mass of questions on how data and technology has been and will be used, a principal, resounding and reoccurring topic among the questions were around the themes of data privacy, abuse, protection and use.
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Inappropriate Behavior in the Workplace: What Businesses Need to Do Today
Businesses have had their wake-up call. Drug and alcohol abuse, discrimination, health and safety violations, fraud, bribery and financial improprieties—organizations are realizing their responsibility extends far beyond the financial bottom line. As such, the question remains: How do businesses identify, manage and address inappropriate behaviors in the workplace today?
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High-stake Decisions: Establishing Trust in an Incredulous Economy
In today’s hyper-competitive and ever-evolving business landscape, there is a new modus operandi that organizations must not just address but embrace. It's time to build trust.
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Gathering Insight Under the GDPR: What You Need to Know
Customers, employees or market research participants—chances are you gather and value their insight. Are you ready for GDPR?
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Why ESG Insights are Crucial to Your Business
All businesses face risk. In today’s hyper-competitive landscape, environmental, social and governance concerns should be at the forefront of any risk mitigation strategy.
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The Future of HR – 4 Trends to Focus on to Drive Success
People are central to today’s business success. This means that the future of HR should see HR Directors step up and master four key trends to show how they can positively impact the bottom line.
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High-stake Decisions: New Operational Challenges CEOs Need to Address in 2018 and Beyond
It’s no secret. We live in challenging times. In today’s hyper-competitive and evolving business landscape, it’s more important than ever for companies to challenge the status quo.
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What the Fight Against Workplace Harassment Means for Executives:
True leaders protect their employees as well as their profits
144 countries have laws on sexual harassment. Despite this, the fight for a workplace free from discrimination and harassment continues to be an uphill battle. Times are changing, and the conversation is now. Are you listening?
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Whistleblower Solutions are a Win-Win for Businesses and Their Employees
In the last few months the news has been dominated by sexual assault and harassment cases. Though many have been in entertainment and media, every CEO and business owner should be concerned.
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The Quest for Operational Excellence
There is a long-standing gap between strategy and execution, or process and practice. And it is this gap that continues to hinder the quest for true operational excellence for the “3D” (difficult, dirty and dangerous) industries and their operations risk agendas.
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How To Get Honest Feedback From Employee Surveys
Honest employee feedback helps you make truly positive changes to your workplace and employee wellbeing, but getting it isn't always easy. Find out how to.
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ESG Pulse: The Newest Resource to Protect Your Assets
Companies that implement ESG management reap the benefits of a significant return on investment. It is absolutely critical for companies to adopt ESG monitoring. ESG Pulse makes it easy to protect your company and enhance its value in the process.
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Be Thankful Every Day, Not Just Holidays
Thanksgiving is a time of appreciation. But appreciation, trust and authenticity should not be holiday-only ideals; they should permeate an organization from top to bottom. Start today. Show your employees you are thankful for them.
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To Encourage Diversity, Strengthen Dialogue
Companies across industries are finally realizing the value of diversity in the workplace. A diverse workforce doesn’t begin and end with the recruiting process. This type of team is purpose-built on the foundation that employees and their unique insight are a crucial component of a successful business.
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Want to recruit top talent? Start by listening to candidate feedback.
Nearly 8 out of 10 CEOs view the availability of key skills as the biggest threat to their business, ahead of technological and consumer behavioral changes. Recruiting the best talent has never been more important – or more difficult.
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A Survival Guide to Implementing Employee Feedback
After Uber’s Susan Fowler scandal and Google’s recent controversial memo, many companies are tiptoeing around their employees, perhaps more than they had in the past. Fear…
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From Transactional to Transformational Data: A Look into the Future of Business
Industry experts, Dr. Richard Vosburgh, Chairman of HR People + Strategy, and Frank Møllerop, CEO of Questback discuss the future of business and data. Get a sneak peek into their insights.
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Why Every Business Needs a Whistleblowing Solution
Employees deserve a plan for their voice to be heard. Whistleblowing mechanisms ensure trust and prove to employees you are listening and care.
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Seasonal Hiring Cycles: the Perfect Opportunity to Increase Employee Listening
A seasonal shift shouldn’t be the only reason your organization pays more attention to employees, use summer hiring as a reason to kick listening up a notch.Use the hiring season to bring your best to the table for your employees’ sake and your customers’.
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What JetBlue's New Check-in Process Illuminates About Employee Feedback
Employees are the front line of customer experience and can truly make or break an interaction. Consider JetBlue’s recent announcement of revitalizing its boarding process, for example. Since employees will be executing the process, they should be encouraged to provide their insights and experiences.
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How To Bridge the Gap Between HR and Marketing to Engage Employees
Most companies have marketing and HR departments separated, creating an incomplete picture of the customer experience they truly deliver. Learn how forward-thinking companies are eliminating silos between departments to deliver tangible business returns.
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Why My Customers Don’t Come First (Hint - Employees Do)
It’s a counterintuitive statement for some, but those paying attention know that employee insight is what drives a business forward. Not customers. Not landing that big-name account. It’s all about your people.
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Why listening across the employee journey is vital to the bottom line
The world of work is changing fast. The relationship between organizations and skilled talent has shifted...
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Why Improving Your Corporate Culture Starts With Employee Feedback
A high performing culture is at the heart of business success – it starts with employee engagement and listening to employee feedback.
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Taking an Always-On Approach to Employee Engagement
Adopting an always-on approach to employee engagement unlocks new, faster insights and helps improve morale, talent retention and innovation.
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Continuous Employee Feedback Is Essential to Understanding the Employee Journey
Employee feedback helps you understand and optimize the employee journey, improving staff retention, productivity, and decision-making.
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Digital Leadership: Future Management – 4 Skills Today’s Managers Need to Learn Now
Digitalization is radically changing the world of work. Here are 4 lessons for managers if they want to succeed in embracing the opportunities the future holds.
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Digital Customer Experience: Is that all there is?
Customer experience within the financial services and insurance industry is on the cusp of monumental change. How are leading firms systematically linking feedback from experience measurement systems to navigate change in a rapidly evolving customer experience landscape?
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Overcome the Millennial Challenge: How to Adapt Employee Feedback to a New Generation
Millennial employees will be nearly half the workforce by 2020, meaning businesses need to change how they listen and act on feedback to retain them.
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Achieve Excellence in Recruiting, Developing and Retaining Human Capital
Four important considerations to help you achieve excellence in recruiting, developing and retaining human capital.
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Implementing Continuous Innovation Through Continuous Feedback
To gain the maximum business insight from their people, organizations to innovate in how they approach continuous feedback
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How to Integrate Employee Engagement into Day-to-Day Business Operations
Employee engagement is transforming to become central to business operations. Read how these four approaches can embed engagement in your business.
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Four Ways to Make Gamification Central to Customer Feedback
Gamification is a powerful way of boosting your customer feedback program – here’s how to overcome common obstacles when gamifying your feedback methods.
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How to Become a Customer Experience Management Hero
Customer experience management systems can help you deliver a superior customer experience. Here are 8 golden rules to follow to help you become a customer experience management hero.
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Proper Whistleblowing Mechanisms are a Requirement. Just Ask Uber.
Recent high profile cases alleging bad behavior at Uber demonstrate the importance of putting in place robust whistleblowing mechanisms in every organization.
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Why Employee Engagement is Fundamentally Changing
The increasingly complex problem sets and the dependency of solutions on relationships between people have given rise to a new era of business technology – the Internet…
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Is Employee Insight Less Valuable than Customer Insight?
Most firms today place customer insight above employee insight. What can HR learn from the world of customer engagement to enhance employee insight strategies?
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The 7 Stages of the Employee Lifecycle and Why They Matter
The employee lifecycle has 7 distinct stages, each of which provides the opportunity to collect feedback, gain insight and improve performance.
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Leading The Lead Developer to Success when Creating Enterprise Technology Solutions
It is a known truth that the success of any project, technical or otherwise, lies in its implementation. The translation from an idea into reality is a crucial phase; one…
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The Winning Triangle: Benefits of Connecting Customer and Employee Feedback Systems with Business Metrics
The Winning Triangle demonstrates the power of creating an integrated feedback system combining employee and customer feedback with business metrics
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How to Evolve Your Employee Feedback From Tactical to Strategic
How to create a 3-year plan that will help organizations maximize the gains from managing and using employee feedback by achieving foresight-driven feedback
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5 Worst Customer Survey Questions
To get better insights and make your surveys a better experience for your customers, steer away from asking these 5 questions.
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What Your Customers Really Want You to Know
The larger your company gets; the more you need to focus on listening to your customers. Read what your customers would like you to know.
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3 Simple Steps to Listen to the Voice of Business for Busy Managers
Giving managers insight and access to Voice of Business data can drive better business performance. Learn how to unsilo your data and empower your managers.
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Creating a Modern Approach to Customer Experience Management
Customer experience is the benchmark of business success today — above customer service, and above the value of the product. But what is customer experience?
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Are Surveys Worth It for Startups?
Market research is critical for any business – but especially for fast-growing, nimble startups.
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Why Do Companies that Manage Feedback Get Ahead?
Gathering feedback from your customers and acting on their insight helps drive your organization’s success
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7 Ways to Lead Your HR Team to Success
7 ways for HR Managers to lead their HR team to success.
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5 Tips to Improve Customer Satisfaction Online
To get the most out of your online customer satisfaction surveys and actually improve customer satisfaction in the process, follow these five tips.
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The Three Keys to Enterprise Feedback Management Success
Here are three keys to enterprise feedback management success.
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How To Maximize Your Enterprise Feedback Management in 4 Simple Steps
Are you making the most of your enterprise feedback management system? Learn how integration can make all the difference.
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Strategies to Drive Better Customer Engagement
Positive customer engagement isn’t just good for your bottom line. It’s good for customer loyalty and your long-term revenue growth. Here are multiple strategies you can use to drive better customer engagement.
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The Keys to Asking the Right Questions in Customer Surveys
In today’s socially connected, information-heavy world, businesses can get ahead by gathering insightful customer feedback. Getting that insight starts with asking the right questions in your customer surveys.
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Your Surprising Superpower: Customer Complaints
Questback announces partnership with John Lewis that will deploy its employee engagement feedback and employee insight technology to improve their organizational effectiveness.
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3 Steps to Achieving the Best Customer Experience
Customer experience is a priority for most organizations, yet most struggle to realize the full potential of their efforts. Follow these 3 steps in order to deliver the best customer experience.
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Want Better Customer Insight? Avoid These 7 Customer Feedback Mistakes
Customer feedback mistakes can cost your business. Are you making any of these 7 common mistakes?
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Traditional Employee Reviews Aren’t Working for Millennials: Here’s What to Do Instead
The traditional performance review process is not working for millennials, do this instead.
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The Future of Employee Feedback is Here, and It's Not a One-Off Event Anymore
Move your employee feedback process into its rightful place in your organization, supporting a strategic HR function and meeting the needs of your employees.
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Feedback Culture: How Uber Mastered the Feedback Loop
The information economy has made feedback from customers and employees an integral part of successful businesses today. Monitoring and acting on employee and customer feedback is essential for every company today.
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The Importance of Organizational Effectiveness to Success in Fast Changing Markets
Getting the most out of your people will lead to greater organizational effectiveness over the long term.
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5 Ways to Stop Your Employees From Dreading Performance Reviews
Studies say that pretty much everyone hates performance reviews. Learn five ways to make your employees stop dreading them.
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The Feedback Gaps That Could Kill Your Competitive Edge
Market research is a powerful tool. Learn how to make sure you don’t have feedback gaps that could make that data less than useful.
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How to Get Your Organization Ready for Instant Real-Time Customer Feedback
Is your organization ready for real-time customer feedback? Here’s how to prepare your organization to assess and handle instant feedback.
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How to Keep Employees From Leaving - A Guide to Employee Engagement
Keeping your employees engaged is the most reliable way to grow your bottom line. Here’s how to retain your talent for the long term.
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Best Practices for Startups to Boost Customer Feedback Systems
For most startups, every penny and every customer matters. Learn how startups can boost customer feedback and improve customer experience.
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3 Steps to Looking Like a Research Professional
Want to look like a research professional? Try these tips and tricks to engage your audience and get that data your enterprise needs.
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3 Things that Shark Tank and Your Employee Engagement Strategy Have in Common
I’m in! Take a few tips from the Shark Tank series to keep your employees engaged – and motivated to achieve your company goals.
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The Zen of Customer Loyalty: How to Never Lose a Customer Again
Learn three tenets of customer loyalty that will help even the most frustrated employee find the Zen in their customer interactions
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The Difference Between Employee Engagement and Employee Satisfaction
Employee satisfaction doesn’t equal employee engagement. Read more to learn just how they differ
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Win the War for Talent: Listen and Act with Employee Touchpoint
Employee Touchpoint gives business leaders detailed insight into what their teams are thinking during every key lifecycle phase, helping leaders develop talent faster, and solve for newly discovered issues.
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Reduce Churn by Engaging Employees from the Moment They Are Hired
There is a direct link between corporate performance and employee engagement. Learn how to engage your employees from the very moment they join your team.
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10 Tips for Building Effective Customer Surveys
Are you doing it right? Here’s 10 tips for creating effective customer surveys that get you the insight you’re looking for.
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With Surveys, Shorter Is Not Always Sweeter
There’s a strong case for short surveys. But there’s also a time and place for longer surveys. Learn which you should use and when.
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Emotions Trump Logic When It Comes to Customer Satisfaction
Emotional satisfaction is stronger than rational satisfaction. Learn how emotions drive customer satisfaction.
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What to Look for in an Employee Engagement and Feedback Tool
There are many options available when choosing an employee engagement and feedback tool. This post shares key things to consider in your decision making process.
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Annual Customer Surveys Are Out of Date. Do This Instead.
Customer feedback is changing, is just running an annual customer survey enough?
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3 Great Strategies for Gathering Real-Time Customer Feedback
Asking is great. Listening is better. Learn 3 great strategies for gathering real-time customer feedback.
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Customer Feedback Analytics: What You Need to Know
While your organization is gathering customer feedback analytics, do you know what you’re looking for? This post breaks down what to track and manage to increase ROI on your efforts.
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How to Avoid Customer Feedback Fatigue: Create Better Surveys
Feedback fatigue is real - here’s how to create customer surveys that don’t exhaust your customers.
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13 Facts You Didn’t Know About Enterprise Feedback Management
Enterprise feedback management is critical to your business, but there are a few things you may not realize. This post shares 13 facts you need to know.
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Your Customers Are Mobile – Are Your Surveys Keeping Up?
Most surveys today are completed on a mobile device. Discover how you may be missing out on critical insights if your surveys aren’t mobile-friendly.
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How to Measure Customer Satisfaction Like a Pro
Mastering professional skills to measure customer satisfaction can help you improve survey results and drive customer loyalty in the process.
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For Those Who Think Market Research Is Not Critical To Business, We Present … Facts
Market research should not be a one-off activity within your company. We present you five facts why continuous market research is critical to your business.
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Customer Experience and Your Bottom Line
The importance of customer experience increases simultaneously with toughening competition within an industry. Learn how customer experience is affecting your bottom line.
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How to Align Employee Engagement with Business Objectives?
Misalignment between employee engagement and business objectives can slow down your growth. Learn three ways to make sure your employees are aligned with company goals.
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Why listening isn’t as easy as it sounds
Insights are vital for making better decisions. Avoid these major barriers if you want a successful feedback process.
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How to Make Your Post-Sales Survey a Success
The after-sales survey offers valuable insights about customers. Check out how to create a sales survey that drives satisfaction, loyalty, and up-sales.
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How to Improve Your Customer Survey Response Rate
Almost every enterprise is doing customer surveys but not everyone is succeeding. Are you getting the best possible response rates to your customer surveys?
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How Emotions Drive Customer Experience
Emotions matter more than reason in customer experience. Dig into your customer feedback to understand the feelings behind your customers' behavior.
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How Workplace Diversity Increases Employee Engagement
Engaging the best talent is as tough as it's ever been. Check out the tips for how to more effectively retain and engage your employees.
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5 Hacks for Analyzing Customer Survey Results
Collecting data on customer experience is the easy part. This post shares hacks for analyzing customer survey results and putting data into action.
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Getting to the Heart of Customer Experience with Mike Wittenstein
Mike Wittenstein, the CX expert, shares his tips about customer storytelling, customer experience and authentic feedback.
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How to Improve your Employee Engagement
Engaging the best talent is as tough as it's ever been. But a smart Voice of the Employee program gives you a powerful tool not only to retain the best employees but to systematically…
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20 Benefits You Get from Employee Involvement
Employee involvement is a powerful and impactful thing to do, and it has the potential to transform the way you manage your organization.
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4 Common Customer Satisfaction Survey Mistakes
The insights you glean from customer satisfaction surveys can be amazing, but be sure to avoid these four mistakes in order to get better results.
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How to Build Great Customer Loyalty Programs
How much is customer loyalty worth to your business? Does customer loyalty still work? Check out the best customer loyalty practices.
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5 Ways to Build Trust in the Feedback Process
Don’t collect feedback if you are going to ignore it. Check out five ways to build trust in the feedback process.
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Why Your Customer Surveys Should Be Mobile-Ready
Mobile-friendly customer surveys are more critical than ever. If you don’t consider mobile, you’re missing important customer insights.
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How Closed-Loop Customer Feedback Improves Customer Experience
If you want to win on customer experience and systematically increase customer loyalty, you've got to maintain ongoing customer feedback.
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How to Deliver Excellent Customer and Employee Experiences
Customer experience expert and bestselling author Shep Hyken shares the secrets to amazing your customers and engaging your employees.
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Build Trust and Get Better Feedback
Trust doesn’t come easy, but with some good habits on the part of survey professionals and management, you get better feedback.
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3 Tactics For Effective Employee Performance Evaluation
Performance reviews can spur organizational growth and stimulate employee engagement. Here's three tactics to make employee performance evaluations great.
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How to Gain Better Insights from Social Media Customers
Social media is really important. But when it comes to collecting actionable insight or using social to create smarter customer experience, lots of businesses are missing…
Read More9 Tips For Improving Your Market Research Online Community
With these nine tips, you can create a market research online community and provide a powerful way to generate feedback and engage customers.
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How to Get More Insights from Your Net Promoter® Score
The NPS is often regarded as the ultimate metric for business. But once you have it, how can you use it to get ahead? Check out some tips from our blog.
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The Biggest Problem With Your Feedback Data
The biggest problem facing enterprises is not data collection, it's unlocking insights from feedback and turning it into opportunity and advantage.
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7 Reasons to Use Open-Ended Survey Questions
Making the right choices between open-ended and closed survey questions will allow you to get the data that best serves the goal of your survey.
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Lessons in Continuous Employee Feedback
Accenture and Team Sky are both using using continuous employee feedback to improve performance and engagement. Check out the lessons to learn.
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Kim Kardashian's Market Research Mistake
An icon she may be, but Kim Kardashian's one-sided conversation means she will never be a market research star. Check out five ways you can do better.
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How to Scale the Benefits of 360° Employee Feedback
360° feedback provides a means to boost employee engagement, while improving your entire value chain along the way. Check out how to scale its benefits.
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The Philosophy of Market Research: 8 Tips for Data Management
Philosophy is not as highbrow in the data-driven world of competitive insight as you might think. Here are eight philosophers’ top tips for market research.
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How To Get Better Insight From Your Employee Feedback
Here are several ways to improve your employee feedback process to support a strategic HR function and meet the needs of your employees.
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How Customer Surveys Increase Loyalty Surveys
Done right, customer surveys don't just give insight, they also drive customer loyalty and strengthen the connection between your customers and your brand.
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The Simple Way To Collect Valuable Customer Feedback
You already know customer feedback is critical for improving your business, but how do you keep the process manageably simple? Read more on our blog.
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5 Proactive Ways To Better Take Advantage of Customer Insights
You know customer data matters, but do you know how to use customer insights to boost your revenue? Check out how customer insight can give you a leg up.
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19 Stories of Customer Loyalty That Completely Changed the Game
Check out 19 stories of successful customer loyalty and how companies changed the game for themselves by inspiring greater brand connection and retention.
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Employee Engagement: 12 Warning Signs and 3 Winning Strategies
What makes or breaks any business is the level of employee engagement. Here's twelve signs to look out for and three winning strategies.
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The Value of Employees: How To Increase Your Human Capital
If you want to create a highly successful organization, you’ll have no choice but to understand and manage your human capital. Let's explore the process.
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If Your Customer Insight is Boring, You're Analyzing It Wrong
Looking at raw customer insight data can be intimidating, but analyzing it should never be boring. If it is, we bet you're doing it wrong.
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The 5 Market Research Blunders to Avoid
Market research is a powerful way to gain competitive advantage, gather feedback and increase the profitability - but only when it’s done right.
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How to Get the Most Value out of Your Employee Training Feedback
If you want to develop employees who increase the power of your service-profit chain, make sure the employee training feedback includes the following steps.
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Checklist: How to Run a 360° Employee Engagement Program
This essential checklist gives you a framework for your 360° program that solves the most common employee engagement feedback problems.
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Customer Retention: 7 Signs You're About to Lose a Customer
It costs 5 times more to acquire a new customer than it does to keep a current one. Here’s what you need to know to retain your customers.
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How to Make Customer Feedback Work for Your Business
Real-time customer feedback is the key to improving CX, unlocking loyalty, delivering stronger results and beating competitors. Here's how to do it.
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3 Ways to Use Market Reseach to Win Customers
Knowledge is power, and gathering competitive intelligence is the key to success. Here are three ways to use market research data to win new customers.
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Do You Get Reliable Customer Feedback from Mystery Shoppers?
Mystery shopping has fluctuated in recent years. Is your organization getting reliable customer feedback or wasting precious resources on mystery shoppers?
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How Does Integrated Feedback Management Help Your Business?
You’re overloaded with feedback, but you don't get ahead of competitors. Something's going wrong. Here's how feedback management solutions may help you.
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How to Increase Employee Engagement?
One of the biggest sticking points of employee engagement is a lack of accurate feedback on their performance. Check out how to better engage employees.
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Without Customer Insight We're Just Lost in Data
Big data can tell us everything in short, but gaining customer insight is the most important source of competitiveness and getting ahead.
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The Power of Real-Time Customer Feedback
Customers have unparalleled power to amplify their voice. Here's why collecting real-time customer feedback is now more important than ever.
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How Unified Enterprise Feedback Management Saves You Money
Choosing a unified approach to enterprise feedback gives you comprehensive insight that leads to revenue gains. Read more and request a demo.
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5 Tips to Take Your Employee Engagement to The Next Level
Here are the warning signs of poor employee engagement, with tips on how to improve it organization-wide and go from mediocre to marvelous.
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5 Ways To Improve Your Employee Performance Evaluation
Both managers and employees hate performance reviews. Here are five ways to make your employees stop dreading performance evaluations.
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Trend-Spotting: Break Down Silos by Collating Customer Feedback
Collating customer feedback can improve the efficacy and consolidate the competitive advantage of even the most siloed companies.
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5 Ways Customers Complain Indirectly
Are you really listening to your customers? When you gather customer feedback, be on the lookout for these five ways customers complain indirectly.
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Closing Feedback Gaps To Open Up Your Competitive Edge
Are you aware of your feedback gaps? These gaps may be turning your market research from a tool into a liability. Here's how to close them.
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Are You Able to Retain Your Best Employees?
Employee retention has been tough for years now. But it’s about to get tougher, because more than a third of the workforce is ready to walk.
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Survey Personalization Gone Bad - Mistakes To Avoid
Research has revealed that 69% of consumers find some personalization tactics of surveys “creepy”. Here's tips for how to avoid the alienation effect.
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7 Definite Ways Employee Feedback Can Help Win New Customers
Within your organization lies a powerful-yet-often-overlooked ally in your mission to win new customers — your employees' feedback.
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5 Persistent Customer Satisfaction Myths and How to Bust Them
If you believe any of these five persistent myths about customer satisfaction, you might not be getting enough insight from your customer experience data.
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3 Customer Insights You Need To Know Before The Next Launch
What if you could improve your chances of your next launch being a big hit with your customer base with a bit of market research and customer insight?
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Loneliness At Work - Retain Employees with Human Connection
Increasing the human connection is good for the soul of your company, as well as profitability. Here's a few simple ways to improve employee retention.
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Is Your Employee Feedback Getting to the Truth?
Honest and timely feedback does not require an undercover operation. Here’s four steps to collecting better feedback from your employees.
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How Real-time Customer Insight Makes Your Sales Team Psychic
Your sales team doesn’t need a psychic. But gathering real-time customer insight is essential for the sales team, in order to predict consumer behavior.
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Why You Shouldn't Ignore Employee Engagement
Employees are the most valuable asset that an organization has, yet the majority of companies are lacking of focus on employee engagement initiatives.
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How to Leverage Employee Engagement for Competitive Intelligence
When you add employee engagement to your wider market research, you can get a deeper understanding of your market and even discover new opportunities.
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Want Better Customer Insight? Understand These 3 Scoring Models
As each scoring model offers a different perspective, understanding these 3 scoring models helps you to gain more meaningful customer insight.
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Better Customer Experience Through Smarter Employee Engagement
When your company's culture centers on a sense of loyalty to customers and employees, you’re able to deliver exceptional customer experiences. Here's how.
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4 Ways To Improve Your Employee Engagement Model
Measuring employee engagement isn’t enough anymore. Here’s how you can create real-life employee engagement without the problems of the standardized model.
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How To Get More Insight From Your Customer Feedback
Chances are that you're missing important details when looking at the same customer data. Here's how to gain better insights from your customer feedback.
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How to Use 360° Degree Feedback to Create Smarter, Happier Teams
The 360° employee feedback has replaced employee performance measurements. Here's what it really means, and how you can use it to develop smarter teams.
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3 Ways to Better Measure Customer Experience
Consumers no longer only want a product or a service - they want the experience of a brand promise. Here are 3 tips for measuring and utilizing customer experience.
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Why to Collect Feedback from the Experience as It Happens
When you collect feedback from customer experience right after the experience itself, you get better feedback. Let's explore why.
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How to Build the Perfect Online Community for Market Research
Look beyond questionnaires to reveal the opportunities of a market research online community (MROC). Here are tips for how to build one.
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Survey Hacks: Are You Getting the Right Answers to All the Wrong Questions?
The value you get from your customer and employee surveys depends on the quality of the questions you ask. You’ve worked hard on this research program, but the insights…
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One big mistake that companies often make when it comes to employee satisfaction
The number one reason people quit their jobs is not salary or to do with the work itself, but because they feel unappreciated. This statistic from a 2004 Labor Department…
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How Much Customer Insight Data is Enough?
Many companies are struggling with finding the balance between collecting customer insight data and using it wisely. Here's how to master the issue.
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5 Clever Ways to Increase Your Net Promoter Score™
The NPS is a market research methodology that determines how popular your product or service is with consumers. Here are five ways to increase your score.
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Best Practices of Customer Feedback
Darren Bosik, Questback's talented methodologist, shares his knowledge and tips about customer feedback and market research.
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Survey Hacks: A Cheat Sheet for Creating Online Surveys that Work
A checklist of simple-yet-effective hacks for optimizing your online surveys. Whatever your objective, do these 11 things and your surveys will bring results.
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The 10 Commandments of Customer Experience
Check out these ten principles and take your customer experience to the next level, no matter what business or industry you are in.
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12 Simple Yes/No Questions to Ask Before Sending Out Your Survey
Surveys are a powerful way to gain insights from customers and employees - check out these 12 tips to get the best results.
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The Art of Loving Negative Feedback
Surveys can be intimidating for many managers, giving the vibe that they are being tested. But 'bad' feedback can be the best feedback you ever get.
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