A popular meme has been around for a while where side-by-side images show the vision or intent of something compared to how it actually turns out. Well, my family had our own “Expectations vs Reality” moment a few days ago. There was a cookie decorating kit I bought as a fun family activity. It had
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 the beautiful weather makes it tough to stay indoors. This time of year always has
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 into that, here’s a quick recap to freshen your memory. We started with defining our
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 ones putting in the time and effort to share their feedback, so it’s important
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. They are actively involved in this process and their experience deserves to be considered during
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 build upon moving forward. If you missed that article or just want a refresher, you
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 help but view the surveys I take through that lens. With each question, I’m considering
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 1985 from the bonus room of our family home, and it goes without saying that
As a customer insights enthusiast, I’m always on the lookout for emerging trends, market shifts, and new ways of thinking about the future. Through all the content I’ve read, watched, and listened to over the past few years, one key takeaway is that the rate of change is picking up speed. While change has always
In my previous article, I shared key points and recommendations for developing a holistic Customer Insights Strategy. From defining your purpose and building out your research plan to interdepartmental collaboration and post-project follow up, it is important to get all your ducks in a row before launching a market research or voice of customer project.
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