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Finally – A Definition for Enterprise Feedback Management
There is a lot of confusion surrounding what EFM (Enterprise Feedback Management) is and what is not. Lately it has been used as a substitute for surveys. Whenever we used to say “surveys” we now say...
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The End of Customer Satisfaction
I want to tackle, again, a pet-peeve of mine. I want to put an end to Customer Satisfaction. Before you start flaming me (that sentence brings back memories from the BBS days), hear me out. I want to...
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The Uselessness of Granularity in Feedback Management
The Uselessness of Granularity in Feedback Management Warning, we are embarking on another of my pet peeves: granularity. What? You don’t know what I am talking about about? Let me explain myself....
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Surveys Done Right – Part 1 – Point-of-Service Surveys
Surveys Done Right – Part 1 – Point-of-Service Surveys I am going to break some very old rules of mine to write this post. Ever since I introduced the three-layer model for surveys while at Gartner...
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Surveys Done Right – Part 2 – Customer Satisfaction
Surveys Done Right – Part 2 – Customer Satisfaction I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?). It is not that I don’t know what...
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Surveys Done Right – Part 3 – Survey Best Practices
Surveys Done Right – Part 3 – Survey Best Practices OK, on to part 3 – best practice for surveys. I have been working on and off on this topic for a while, updating it and making sure it was still...
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Surveys Done Right – Part 4 – EFM Best Practices
Surveys Done Right – Part 4 – EFM Best Practices Ok, final part of this series. We so far have covered point-of-service surveys, customer-satisfaction surveys, and best-practices for surveys. On to...
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Writing Global Surveys for Success, Not Failure
Writing Global Surveys for Success, Not Failure Interesting title, don’t you think? Most companies that take on writing global surveys have failed at it. Some of them did it once and the never again....
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