How to Increase Survey Response Rates
A common challenge for many B2B companies is how to increase survey response rates for relationship surveys (those that are typically sent once or twice a year to gauge overall customer sentiment).
Blog Posts of Heather Timney
How to Use Responses from Open-Ended Survey Questions
From determining the appropriate amount of questions to ensuring an accurate sample size, designing a B2B customer satisfaction survey involves many important decisions. And one of the first choices...
Why Your Company Needs a Voice-of-Employee Program
“Many companies continue to delay adoption of a Voice-of-Employee program. Why?”
From encouraging two-way communication between employees and supervisors to increasing trust and confidence in...
Surveys: Understanding Audience Characteristics
There is a multitude of considerations one must take into account when planning a survey. Are you seeking feedback from customers that maintain consistent interactions with your company? What about...
Your Customers Responded to the Satisfaction Survey, Now What?
You asked customers to complete your customer satisfaction survey. And, there were more than enough responses to be considered “statistically valid.” Beyond analyzing the feedback and sharing it with...
Rewire Your Sales Process
5 Reasons You’re Being Passed Over in Favor of a Competitor
When asked why you lost a new business opportunity, how often do you hear it was the price? It’s also not uncommon for your products or...
All Aboard! It’s Time to Get Employees on the Customer-Centricity Train.
Embracing a customer-first mindset across the organization is certainly a wise business strategy. But building a thriving customer-centric culture doesn’t happen overnight. Who will lead the effort?...
How to Improve the Customer Experience
Here’s a not so secret fact: customer experience leaders outperform competitors and are often rewarded with higher retention levels, greater share of wallet, and lower customer acquisition costs....
Net Promoter® Conference Puts Attendees on the Path to Success
It’s always rewarding to hear people talk about how inspired they are after attending a conference. Fortunately, this was the sentiment shared at the 8th Annual Net Promoter® Customer Experience...
Read Any Good Books Lately?
Get inspired with our top 5 “must reads” that will take your customer and employee feedback programs to the next level.
As I’m sure you would agree, staying at the forefront of your industry is...