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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...
Being a second-generation family-owned business is something I’m incredibly proud of. Not only being able to carry on the legacy and entrepreneurial spirit, but to see how much we’ve grown and evolved over the years. My dad started MacKenzie in...
Part of what I love about being a boutique customer insights firm is the variety projects and objectives we get to cover. One week I’m in the world of motorsports conducting a lifestyle study, and the next I’m working with...
Up to this point, I’ve focused mainly on what to do while conducting a customer insights project. From keeping an open mind to encouraging creative problem solving, these points are most relevant during project planning and execution. But it’s just...
In my previous article, I discussed the importance of keeping an open mind throughout any customer insights project. Building upon that idea, open-mindedness is not limited to the project’s findings. It extends to the development of solutions and action items....
One of the most powerful aspects of a customer insights project is how it can shift, shape, and evolve the way we see the world around us. By listening to feedback and exploring our competitive environment, we gain the knowledge...
There’s a quote by Debasish Mridha that perfectly captures the MacKenzie approach to customer insights: “Curiosity is the origin of knowledge. Experience is the origin of wisdom.” The reason this quote is so powerful is that it illustrates how there...
When chatting with a client or prospect, one of the first topics we always cover is performance benchmarking. From brand awareness to customer experiences, there needs to be clearly defined metrics in place for future comparison. This is how we...
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.
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