Archives by Tag 'Customer'

Response Bias Strikes Again

By Steve Bernstein - Last updated: Tuesday, January 10, 2012

Great article here in VentureBeat, Why the Internet was wrong about Ron Paul.  We’ve written many times in the past about how response bias — only looking at survey results from people that respond to your survey — skews customer feedback results (most recently here:  Net Promoter & Statistics: When Accuracy Goes Haywire, and 5 […]

Who Am I and Why Am I Here?

By Jen Maldonado - Last updated: Thursday, February 24, 2011

(No, it’s not an existential question to ponder.  It’s just my introduction as a new author in this blogspace!) Like some of you I’ve had the pleasure of meeting through the years, I ended up in the formal Customer Experience field when my day job morphed into something unexpected and – at the time – […]