Archives by Tag 'survey'

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 […]

Attack of the Killer Hippos

By Steve Bernstein - Last updated: Thursday, December 15, 2011

We’ve previously written about how Hippos – HIghest Paid Person’s Opinion – can damage ROI.  It’s worth calling out a recent McKinsey study titled, “A Rising Role for IT”, may have inadvertently shined the light on this through a footnote that I think is worth calling out: “…respondents say their companies are shifting decision making […]

Leveraging Net Promoter with 3 Steps to Acquiring New Sales Ready Leads

By Steve Bernstein - Last updated: Friday, November 11, 2011

We just completed a short webinar with our friends at TrueInfluence that was not only well-attended but also had excellent “Question & Answer” participation toward the end.  It’s titled, “3 Steps to Acquiring New Sales-Ready Leads Faster than Ever Before” and discussed how to leverage your customer as assets to create new sales-ready leads faster […]

Marketing is DEAD. Here are 5 Steps to revive it.

By Steve Bernstein - Last updated: Thursday, October 20, 2011

I used to be a proud VP Marketing.  These days ‘marketing’ seems to be all about spamming people with as much noise as possible. Many Marketing organizations plod along with ~5% open rates, ~3% conversion rates, and little-to-no ability to report the real business value (results) they bring to the company.  And then they complain that […]

Net Promoter & Statistics: When Accuracy Goes Haywire, and 5 Ways to Proceed

By Steve Bernstein - Last updated: Wednesday, October 12, 2011

As a practitioner in the field of Customer Insights / Customer Experience / Net Promoter / Voice-of-the-Customer (what are we supposed to call this field, anyway?!?), I am frequently asked, “How many responses do we need to be statistically significant?” Here’s what I’ve learned after 22 years of professional experience.