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Getting the right information depends on asking, listening, and watching. Of course, asking is the easy part, and is what most survey research is designed to do. But it is not enough to simply ask what customers think about your brand or how satisfied they are with your products or services. You also need to listen to what they say and watch what they do. View Article
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Since its advent as a significant platform for consumer activity, social media has been lauded as either the saving grace or the Achilles heel of many organizations. While the merits of the many social media applications will continue to be debated, it's a simple fact that the social channel has become a mainstay in Voice of the Customer (VOC) programs. View Article
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In this slow growth/no growth business environment, many companies make the mistake of following three common myths about customer satisfaction. View Article
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J.D. Power and Associates 2012 Social Media Usage StudySM has been piloted to examine how consumers are currently using social media to interact with companies and to understand the current social media practices employed. View Article