So why oh why do people take surveys AND what are they expecting the business to do as a result? A recent Consumer Pulse study of over 1,400 U.S. consumers conducted by Boston-based custom research firm, Chadwick Martin Bailey (CMB) and iModerate Research Technologies, looked at why customers complete customer satisfaction surveys, and what they [...]
This provocative headline was in the latest edition of destinationCRM is a repeat of the latest Gartner data that suggests that up to 15% of all social media customer reviews are and will be fake. We have written about this before here, but wanted to revisit it now as the validity argument keeps cropping up [...]
Lots and lots of articles abound on why customers leave you and go elsewhere. Some are way too general for any serious consideration but others make you think. A study by the American Society of Quality has shown the top six reasons for defection. The reasons are shown below: What is interesting here: Competition [...]
A new study by Pew Internet Life, shows we all need to be careful not to believe all we read about technology. Specifically Pew surveyed 3,014 adults between Aug. 7 – Sept. 6 and found that only 45-percent of American adults own smartphones. As expected, smartphones are most popular in the 18-to-29 year-old age range, with [...]
Nice article from CustomerThink provocatively titled: What Really Drives Customer Loyalty? Its NOT Just About the Experience! The full article is here and is a reasoned account of other factors affecting loyalty BUT I beg to differ. The only think a customer will remember is what is happening or JUST happened, and the only time they [...]
The latest Aberdeen Research report on Customer Feedback Management, investigates the business attributes of successful (Best-In-Class) and unsuccessful (Laggards) companies to identify those that are most important. For revenue growth, Best-In-Class companies achieved an average of 28% year on year revenue growth but laggards were at best flat. Best-In-Class had retention rates at 82% (wow), Lagards [...]
