Feedback Surveys Archives

Brand Development

Using Customer Feedback For Strategic Brand Positioning

In today’s highly competitive and ever-changing business landscape, establishing strong brand positioning is critical for success. It enables companies to differentiate themselves from competitors and create a lasting impression in the minds of their target audience. It also helps ensure there is internal alignment and clarity around the brand’s vision, objectives, and overall identity. One

Brent Williams July 28, 2023

Customer Experience

One Big Sales and Marketing Question: Is Your Brand Worth It?

When I was a young professional, my mentor shared a very simple yet powerful outlook on sales and marketing: People will buy from us if they think we’re worth it. At the time, I’ll admit, this wasn’t a mind-blowing outlook because it seemed so obvious. Of course, the price of a product or service needs

Brent Williams July 14, 2023

Feedback Surveys

Moving From Data-Driven Insights to Action-Oriented Wisdom

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 are two sides of the customer insights coin. On one side, we must always stay

Brent Williams May 12, 2023

Customer Experience

The Path to Customer-Centricity

We do our very best to put clients at the center of our business. All the decision we make, the way we operate, and the team we put together; everything is done with clients as the priority. I believe most brands are the same. They want to make decisions and operate in ways that keep

Brent Williams April 13, 2023

Feedback Surveys

The Staying Power of Customer Feedback

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. I vividly remember the stacks of papers surveys and hours of data entry that went

Brent Williams March 31, 2023

Feedback Surveys

Customer Insights Strategy: What It Is & Is Not

There is SO MUCH we can learn about our customers by gathering direct feedback. Reaching out and initiating conversation provides customer insights to see things from their perspective, check in on brand performance, and identify ways to strengthen our product/service offerings. We can also go beyond any business-related topics to gain a deeper understanding of

Brent Williams March 17, 2023

Feedback Surveys

Optimizing Your Online Survey Tools

Back in 1985 when MacKenzie first started, the world of customer insights and feedback research looked a lot different than it does today. Data collection meant mailing out paper surveys or conducting phone interviews. Data processing meant manually entering survey responses, which meant feedback analysis and reporting could take a team of people weeks –

Brent Williams February 3, 2023

Brand Development

More Than Customer Feedback Surveys

A couple years ago, I taught a Family Business Dynamics course at CSU Fullerton. Before going further, I’d like to point out how wild it is to say that. I’m not sure I’ll ever get over it, and I mean that in the best possible way. Teaching is not something I ever saw myself doing,

Brent Williams October 21, 2022

Feedback Surveys

The Importance of Timing

I was out to eat with my family a few nights ago. The food was brought to our table right when my daughter started telling a story about something that happened at school. The food runner put our plates down and left, but we wanted to let my daughter finish telling the story before eating.

Brent Williams October 7, 2022

Feedback Surveys

Be Relevant. Stay Relevant.

Part of our brand messaging is “Be Relevant. Stay Relevant.” It’s a phrase that started internally to reinforce our desire to continually grow and evolve. But then, the more we thought about it, we realized the focus of our services and solutions is empowering partner brands to do the same. We want them to be

Brent Williams September 30, 2022

Feedback Surveys

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