“Great minds don’t think alike. They think different.” – My daughter We were outside coloring when my daughter, out of nowhere, dropped this truth bomb. I asked where she heard that, but instead of citing a source she explained her...
As we’ve seen over the past few years, the world can quickly change in unprecedented ways. This highlights a key point for businesses looking to be relevant and stay relevant long-term: It’s better to be proactive than reactive. Granted, this...
My kids are a few weeks into their summer break and with all the time we’ve spent together as a family, one thing has become clear – those little humans are very curious. They ask a ton of questions about...
At our core, MacKenzie is a strategic customer insights firm empowering brands with data-driven knowledge, clarity, and wisdom. The goal is to develop best-in-class products, services, and experiences that deliver true value and joy. But there’s an important extension of...
Consumer data privacy has been an increasingly important topic over the past few years, and understandably so. People want to feel in control of what businesses know about them. They want their personal information protected and they want to feel...
When my dad started MacKenzie back in 1985, his focus was empowering brands to better serve their customers by better understanding their customers. He leveraged customer feedback to generate powerful insights that enabled clients to make informed and confident decisions....
With summer officially underway, my schedule outside of work is about to get a lot busier in a lot of really great ways. I’m fortunate to have just been on a vacation, my kids are on their summer break, and...
This fifth and final part in my survey development series isn’t about closing the door on a customer feedback project, it’s propping the door open for both short-term and long-term benefits with an open feedback loop. But before we get...
In last week’s article, I shifted focus from the effective surveys and started focusing on developing engaging surveys. I’m excited to continue that theme because the respondents are just as much a part of the process as we are. They’re...
The first two parts of this series addressed survey objectives and having an action plan for the customer feedback we gather. These topics focused on our surveys being effective. But we need to have the respondents in mind as well....
Last week, I discussed the importance of starting any survey development process by clearly defining your objectives and desired outcomes. Having detailed and specific reasons for gathering customer feedback is how meaningful insights are produced, and it’s the foundation we...
I often laugh at myself because whenever I take a customer feedback survey, I’m just as interested and opinionated about the survey itself as I am about the brand-related questions. But I’m a customer insights professional and enthusiast. I can’t...
Our newsletter shares practical ideas, tips, and perspectives on all things related to customer insights. It’s content for curious minds and continuous learners.
Our newsletter shares practical ideas, tips, and perspectives on all things related to customer insights. It’s content for curious minds and continuous learners.
Share some details about where you’re at and where you want to go. We’ll help point you in the right direction.