Why Ratings Improve Over Time

Tuesday, December 4, 2018

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Trust us: we know. We’re the ratings people. Ratings play an enormous role in our lives. Ratings made by critics, judges and evaluators determine a vast range of outcomes, from the seemingly trivial (which wine you pick for dinner) to the more consequential (which students get into top universities).

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Why the Future is 42% Brighter

Monday, November 12, 2018

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In the latest consumer benchmark study by The Temkin Group, more than 5,000 U.S. employees were asked what they felt was the most important thing they want to accomplish at work.

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6 Key Traits of Being Human

Monday, November 12, 2018

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Regular readers here know we are all about Customer Experience. And, being that we are a research company dealing with hard, cold data, people might think we are all about numbers. Well, we are, but we also never forget that one of the most important elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings.

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If there’s one thing that’s consistent about marketing in today’s digital age, it’s that it is always evolving. Our world is changing faster than ever, and each evolution impacts what it takes to earn the trust and attention of prospective customers.

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We research freaks love this kind of stuff. Let’s pretend you have, oh, $40,000 to spare (Hey, it could happen. Play along anyway.) and you’re out shopping for a shiny new ride. You’ve never really cared about cars in general, and certainly not for any brand in particular, but now you’re invested. And when someone mentions a certain kind of car -one you’ve never heard of before (no surprise there), but maybe gets high ratings on a consumer review site- you’re interested.

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Good sales teams have always incredibly disciplined when it comes to monitoring the metrics that impact their ability to achieve their overall goals. Whether it’s certain sales cycle metrics, close rates or deal rates, most sales professionals know exactly what they need to do to meet their quotas.

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OK, so you’ve finally decided to take the plunge and develop a loyalty program for your business. First of all, a hearty welcome to the 21st century! And secondly, kudos for being a smart cookie, as your wise waiting means that you have minimized any mistakes that those who rushed into this incurred (and we won’t mentioned how long ago). Now that you’re feeling pretty good about this, here’s a basic primer.

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If you’re a retailer, we’re guessing that you may occasionally get a gnawing feeling in your gut that your business is going to be eventually done in by Amazon. But for those folks running a store, this is for you to take heart that in-person physical shopping will never completely go away.

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Why Generation Z Ignores Your Loyalty Program

Thursday, September 20, 2018

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Finally. An article that doesn’t talk about Milennials! Today, we choose instead to talk about the cohort behind them, what is called Generation Z, and they are those who were born between the mid-1990s and the mid-2000s. They are currently between 23 and 13 years old, and the loyalty world is frantic to get them signed up. They’re young, filled with disposable income that could potentially be about $143 billion (according to Forbes) The only problem?

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3 Lessons Hotels Can Teach About Loyalty

Saturday, September 1, 2018

hotel_customerEven if you are not a frequent traveler, when one sees the breathtaking pace of change in retailing in general these days, most people would think that the visitor/hospitality category is dramatically changing as well. They would be right, particularly in the expectations of guests. They would also surmise –correctly- that the tools and methods of understanding those changes are also evolving at a blistering pace.

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