We estimate that we’ve reduced our research costs by 75%, including saving $15,000 on an annual brand awareness study. Our small research team conducted three times more research than in the previous year, and we can get results in days, rather than weeks. We’ve also been able to optimize our outsourcing budget with the ability to do more research in house.
Smart companies of all sizes and in all industries understand the importance of gathering and acting on customer feedback. In this interview, Sean Radvansky of Insight Pest Solutions, a small pest control company with locations in several states, explains how gathering customer insights has helped the company to identify unmet customer needs, improve the customer […]
Ashley Verrill is the CRM Analyst at Software Advice. She has spent the last six years reporting and writing business news and strategy features. Her work has been featured or cited in Inc., Forbes, Business Insider, GigaOM, CIO.com, Yahoo News, the Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal, among others. She […]
We’ve all heard it before. It’s more profitable to retain an existing customer than to find a new customer. What’s the one thing that the greatest companies have in common? Their customers love them! Forrester has said we are now in the “Age of the Customer.” Today’s consumers have more options than ever so we […]
We’ve all heard the phrase “the customer is always right.” This statement is frequently argued, especially when a heated customer is treating an employee poorly. But, one thing is for sure, the customer is always right about how they feel. This point crystallized for me as I attended Forrester’s Customer Experience Forum in New York […]
Proper timing of customer satisfaction surveys depends on the type of product or service provided, the type and number of customers served, the longevity and frequency of customer/supplier interactions, and the intended use of the results. Three very different approaches to measuring customer satisfaction exist. Each produces meaningful and useful results and are appropriate for […]