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Articles by David Ensing
Predicting Suitable Habitat for Skwenkwínem (Claytonia lanceolata), a Culturally Significant Plant, Using a Reproducible Species Distribution Model
1 Introduction Land-use changes, including urbanization, recreational use, the introduction of invasive species, fire suppression, commercial logging, damming of waterways, and cattle grazing, threaten indigenous plants and the knowledge of those plants (Turner et al. 2000; Moore 2001; Turner and Turner 2008).
Relationship survey recommendations to improve customer feedback results
Most comprehensive customer experience programmes are made up of several different types of studies, the two most common of which are 'transactional' and 'relationship studies'. Transactional or trigger-based studies are the base of most customer experience programmes. This type of study is conducted among current or recent customers and is used to ascertain the customer experience for a specific transaction or interaction.
The Art and Science of Email Survey Invitations
Listen NEW! Listen to article Sign in or sign up to access this audio feature! No worries ... it's FREE! Almost all marketers want to increase response rates to their email-based customer experience measurement programs, and the first step they take is usually to shorten the survey. However, that is often an ineffective method. That's because 90-95% of respondents who begin a reasonably sized CX survey will complete it, I've found.
You Ask, We Tell: How Do I Increase Survey Response Rates? Should I Shorten My Survey?
I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. How Do I Increase Survey Response Rates? Should I Shorten My Survey?
Tips for Sprucing Up Your Customer Surveys
Experts Share Best Practices for Survey Design It can be tough to set up a survey. After all, there are many factors that prevent or encourage customers to share their experiences. Our experts at MaritzCX have pinpointed the tips and best practices that will effectively guide you to be successful when building and administering surveys. In this blog, we will be going over two of the most frequently asked questions our experts receive: How short should you make your survey?
Advice on Adding a Reward Component to Your CX Program
Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program. Many automotive manufacturers have been using CX outcomes in their reward-based incentive programs for decades. The insights provided below are based on our experience running the CX component of many of those programs.
Converting Customer Survey Respondents into Social Media Advocates
Boost Your Company’s Online Presence by Building Customer Trust There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence. The first step in doing this, long before offering the survey, is to establish a good relationship with customers.
Setting Attainable CX Goals: Part 2
This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?” You can find that blog post here.
Commonly Asked Customer Experience Questions Part 1: How Do I Increase Response Rates? Should I Shorten My Survey?
This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX. During that time, I’ve continuously fielded research questions from our clients. In this blog series, I’m going to focus on the three questions I’ve seen the most.
The Role of the Relationship Survey in CX Programs
Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies. Transactional or trigger-based studies are the base of most customer experience programs. This type of study is conducted among current or recent customers and is used to ascertain the customer experience for a specific transaction or interaction.
NPS: Using It Correctly
In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience metrics, its advantages and disadvantages, and its proper uses. Here we will provide a brief perspective on NPS.
5 Ways to Create Social Media Advocates
There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence. Here are two key guidelines to ensure authenticity and trust: Always ask respondents if they want their comments to be posted on your website or various other social media/review sites.
Comparing Internal CX and Syndicated Studies
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New Vehicle Customer Study.
5 Ways to Guard Against Survey Manipulation
I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying. Do you know how to guard against survey manipulation? My hope is this blog will give you some things to think about, start a conversation, and help you understand my perspective on how manufacturers can work towards addressing survey manipulation.
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