<br />
S<br />
market research bulletin<br />
URVEY<br />
magazine<br />
Jennifer Beyer<br />
Vice President of Best Practices<br />
Allegiance Inc.<br />
April, 2012<br />
SURVEY<br />
MAGAZINE<br />
April, 2012<br />
ABOUT THE<br />
COVER<br />
Jennifer Beyer<br />
Vice President of Best Practices<br />
Allegiance Inc.<br />
Jennifer Beyer is Vice President<br />
of Best practices at Allegiance<br />
Inc., a provider of Voice of Cus-<br />
tomer intelligence (VOCi™) soft-<br />
ware. Allegiance combines any<br />
form of Voice of the Customer<br />
(VOC) data with any operational<br />
data (CRM, financial, etc.) to<br />
create actionable customer intel-<br />
ligence delivered in the cloud. In<br />
her role at Allegiance, Jennifer<br />
develops strategies to increase<br />
customer satisfaction, loyalty,<br />
and retention for Allegiance’s<br />
clients.<br />
Prior to Allegiance, Jennifer cre-<br />
ated and ran one of the world’s<br <a title="SURVEY Magazine, April, 2012 page 1" href="http://viewer.zmags.com/publication/e8f5ba3c?page=1"> S market research bulletin URVEY magaz</a>
<a title="SURVEY Magazine, April, 2012 page 2" href="http://viewer.zmags.com/publication/e8f5ba3c?page=2"> SURVEY MAGAZINE April, 2012 ABOUT THE COVER </a>
<a title="SURVEY Magazine, April, 2012 page 3" href="http://viewer.zmags.com/publication/e8f5ba3c?page=3"> F EATURE</a>
<a title="SURVEY Magazine, April, 2012 page 4" href="http://viewer.zmags.com/publication/e8f5ba3c?page=4"> SURVEYessentials. From The Editor Last Mon</a>
<a title="SURVEY Magazine, April, 2012 page 5" href="http://viewer.zmags.com/publication/e8f5ba3c?page=5"> WE INVITE YOU TO ATTEND </a>
<a title="SURVEY Magazine, April, 2012 page 6" href="http://viewer.zmags.com/publication/e8f5ba3c?page=6"> </a>
<a title="SURVEY Magazine, April, 2012 page 7" href="http://viewer.zmags.com/publication/e8f5ba3c?page=7"> </a>
<a title="SURVEY Magazine, April, 2012 page 8" href="http://viewer.zmags.com/publication/e8f5ba3c?page=8"> SURVEY Magazine CONTENTS April, 2012 </a>
<a title="SURVEY Magazine, April, 2012 page 9" href="http://viewer.zmags.com/publication/e8f5ba3c?page=9"> Trends 33 Research 47 tren</a>
<a title="SURVEY Magazine, April, 2012 page 10" href="http://viewer.zmags.com/publication/e8f5ba3c?page=10"> Jennifer Beyer Vice President of Best Practices ,</a>
<a title="SURVEY Magazine, April, 2012 page 11" href="http://viewer.zmags.com/publication/e8f5ba3c?page=11"> </a>
<a title="SURVEY Magazine, April, 2012 page 12" href="http://viewer.zmags.com/publication/e8f5ba3c?page=12"> Navigating the Waters of Customer</a>
<a title="SURVEY Magazine, April, 2012 page 13" href="http://viewer.zmags.com/publication/e8f5ba3c?page=13"> Loyalty By Jennifer Beyer, VP of Best Practices,</a>
<a title="SURVEY Magazine, April, 2012 page 14" href="http://viewer.zmags.com/publication/e8f5ba3c?page=14"> The Customer Experience Encompasses All Touch Poi</a>
<a title="SURVEY Magazine, April, 2012 page 15" href="http://viewer.zmags.com/publication/e8f5ba3c?page=15"> </a>
<a title="SURVEY Magazine, April, 2012 page 16" href="http://viewer.zmags.com/publication/e8f5ba3c?page=16"> 4+ COLLECT Feedback Across All Channel</a>
<a title="SURVEY Magazine, April, 2012 page 17" href="http://viewer.zmags.com/publication/e8f5ba3c?page=17"> Tony Hsieh, Zappos CEO</a>
<a title="SURVEY Magazine, April, 2012 page 18" href="http://viewer.zmags.com/publication/e8f5ba3c?page=18"> Similarly, you can use the key drivers of satisfa</a>
<a title="SURVEY Magazine, April, 2012 page 19" href="http://viewer.zmags.com/publication/e8f5ba3c?page=19"> Navigating the Waters of CustomerLoyalty Runnin</a>
<a title="SURVEY Magazine, April, 2012 page 20" href="http://viewer.zmags.com/publication/e8f5ba3c?page=20"> + NEW A new study from MarketTools revealed th</a>
<a title="SURVEY Magazine, April, 2012 page 21" href="http://viewer.zmags.com/publication/e8f5ba3c?page=21"> “ When asked how their shopping habi</a>
<a title="SURVEY Magazine, April, 2012 page 22" href="http://viewer.zmags.com/publication/e8f5ba3c?page=22"> A ccording to a survey of American a</a>
<a title="SURVEY Magazine, April, 2012 page 23" href="http://viewer.zmags.com/publication/e8f5ba3c?page=23"> Reshaping Grocery Shopping 2 Using onlin</a>
<a title="SURVEY Magazine, April, 2012 page 24" href="http://viewer.zmags.com/publication/e8f5ba3c?page=24"> 3 Package Research can also be run in conjunction</a>
<a title="SURVEY Magazine, April, 2012 page 25" href="http://viewer.zmags.com/publication/e8f5ba3c?page=25"> Pricing Research 4Price Optimization Research hel</a>
<a title="SURVEY Magazine, April, 2012 page 26" href="http://viewer.zmags.com/publication/e8f5ba3c?page=26"> O18 June 11-12, 2012 s Marriott Marquis, New Yor</a>
<a title="SURVEY Magazine, April, 2012 page 27" href="http://viewer.zmags.com/publication/e8f5ba3c?page=27"> </a>
<a title="SURVEY Magazine, April, 2012 page 28" href="http://viewer.zmags.com/publication/e8f5ba3c?page=28"> Where Leaders Speak www.surveymagazine.org</a>
<a title="SURVEY Magazine, April, 2012 page 29" href="http://viewer.zmags.com/publication/e8f5ba3c?page=29"> </a>
<a title="SURVEY Magazine, April, 2012 page 30" href="http://viewer.zmags.com/publication/e8f5ba3c?page=30"> OUR LABELS Almost two centuries of vision and </a>
<a title="SURVEY Magazine, April, 2012 page 31" href="http://viewer.zmags.com/publication/e8f5ba3c?page=31"> Learning what’s on their mind has never been in b</a>
<a title="SURVEY Magazine, April, 2012 page 32" href="http://viewer.zmags.com/publication/e8f5ba3c?page=32"> Voice of the Customer</a>
<a title="SURVEY Magazine, April, 2012 page 33" href="http://viewer.zmags.com/publication/e8f5ba3c?page=33"> Music to Your Organization’s Ears “I ju</a>
<a title="SURVEY Magazine, April, 2012 page 34" href="http://viewer.zmags.com/publication/e8f5ba3c?page=34"> These days, organizations of all sizes are utiliz</a>
<a title="SURVEY Magazine, April, 2012 page 35" href="http://viewer.zmags.com/publication/e8f5ba3c?page=35"> Recognize and Utilize the Power of Social. There’</a>
<a title="SURVEY Magazine, April, 2012 page 36" href="http://viewer.zmags.com/publication/e8f5ba3c?page=36"> Take a holistic approach to feedback. Now that yo</a>
<a title="SURVEY Magazine, April, 2012 page 37" href="http://viewer.zmags.com/publication/e8f5ba3c?page=37"> Take action…quickly. It’s fair to say, response t</a>
<a title="SURVEY Magazine, April, 2012 page 38" href="http://viewer.zmags.com/publication/e8f5ba3c?page=38"> Technology and the Changing World of Research De</a>
<a title="SURVEY Magazine, April, 2012 page 39" href="http://viewer.zmags.com/publication/e8f5ba3c?page=39"> T echnology is no longer a means t</a>
<a title="SURVEY Magazine, April, 2012 page 40" href="http://viewer.zmags.com/publication/e8f5ba3c?page=40"> Enter Steve Jobs – the name that engen- ders mode</a>
<a title="SURVEY Magazine, April, 2012 page 41" href="http://viewer.zmags.com/publication/e8f5ba3c?page=41"> SAFETY. SERVICE. STABILITY. VALUE. </a>
<a title="SURVEY Magazine, April, 2012 page 42" href="http://viewer.zmags.com/publication/e8f5ba3c?page=42"> John R. Morton, M.B.A., J.D. President, Market Pr</a>
<a title="SURVEY Magazine, April, 2012 page 43" href="http://viewer.zmags.com/publication/e8f5ba3c?page=43"> e VOC / CEM Framework portrays the customer </a>
<a title="SURVEY Magazine, April, 2012 page 44" href="http://viewer.zmags.com/publication/e8f5ba3c?page=44"> Two CEM Pillars are Pivotal Two of the CEM Pilla</a>
<a title="SURVEY Magazine, April, 2012 page 45" href="http://viewer.zmags.com/publication/e8f5ba3c?page=45"> Corporate Reputation & Image</a>
<a title="SURVEY Magazine, April, 2012 page 46" href="http://viewer.zmags.com/publication/e8f5ba3c?page=46"> Connecting with B2B Targets Going Back to the F</a>
<a title="SURVEY Magazine, April, 2012 page 47" href="http://viewer.zmags.com/publication/e8f5ba3c?page=47"> Gordon Bishop, Sales Director, SSI To hear Gor</a>
<a title="SURVEY Magazine, April, 2012 page 48" href="http://viewer.zmags.com/publication/e8f5ba3c?page=48"> </a>
<a title="SURVEY Magazine, April, 2012 page 49" href="http://viewer.zmags.com/publication/e8f5ba3c?page=49"> Connecting with B2B Targets Going Back to the Fu</a>
<a title="SURVEY Magazine, April, 2012 page 50" href="http://viewer.zmags.com/publication/e8f5ba3c?page=50"> Why Is Live Telephone Interviewing More Expensive</a>
<a title="SURVEY Magazine, April, 2012 page 51" href="http://viewer.zmags.com/publication/e8f5ba3c?page=51"> </a>
<a title="SURVEY Magazine, April, 2012 page 52" href="http://viewer.zmags.com/publication/e8f5ba3c?page=52"> What Are the Characteristics of a Well-Desig</a>
<a title="SURVEY Magazine, April, 2012 page 53" href="http://viewer.zmags.com/publication/e8f5ba3c?page=53"> Conclusions Since B2B targets can be hard to rea</a>
<a title="SURVEY Magazine, April, 2012 page 54" href="http://viewer.zmags.com/publication/e8f5ba3c?page=54"> </a>
<a title="SURVEY Magazine, April, 2012 page 55" href="http://viewer.zmags.com/publication/e8f5ba3c?page=55"> From the Classroom to the Focus Group Room Tips</a>
<a title="SURVEY Magazine, April, 2012 page 56" href="http://viewer.zmags.com/publication/e8f5ba3c?page=56"> 1 Make a personal connection </a>
<a title="SURVEY Magazine, April, 2012 page 57" href="http://viewer.zmags.com/publication/e8f5ba3c?page=57"> 2 Keep them engaged </a>
<a title="SURVEY Magazine, April, 2012 page 58" href="http://viewer.zmags.com/publication/e8f5ba3c?page=58"> 3 Observe their behavior </a>
<a title="SURVEY Magazine, April, 2012 page 59" href="http://viewer.zmags.com/publication/e8f5ba3c?page=59"> 4 Get them all talking </a>
<a title="SURVEY Magazine, April, 2012 page 60" href="http://viewer.zmags.com/publication/e8f5ba3c?page=60"> Stay in charge Whi</a>
<a title="SURVEY Magazine, April, 2012 page 61" href="http://viewer.zmags.com/publication/e8f5ba3c?page=61"> ABOUT THE AUTHOR Katherine Figatner is a member </a>
<a title="SURVEY Magazine, April, 2012 page 62" href="http://viewer.zmags.com/publication/e8f5ba3c?page=62"> WHAT HAPPENS The World’s Largest Voice-of-Custo</a>
<a title="SURVEY Magazine, April, 2012 page 63" href="http://viewer.zmags.com/publication/e8f5ba3c?page=63"> IN VEGAS ... Happens at the Cosmopolita</a>
<a title="SURVEY Magazine, April, 2012 page 64" href="http://viewer.zmags.com/publication/e8f5ba3c?page=64"> SAHRA SPA & HAMMAM RETREAT TO AN O</a>
<a title="SURVEY Magazine, April, 2012 page 65" href="http://viewer.zmags.com/publication/e8f5ba3c?page=65"> OVERLOOKING THE HEART OF THE STRIP. The Cosmopol</a>
<a title="SURVEY Magazine, April, 2012 page 66" href="http://viewer.zmags.com/publication/e8f5ba3c?page=66"> MARQUEE NIGHTCLUB & DAYCLUB RAISING THE BAR FOR L</a>
<a title="SURVEY Magazine, April, 2012 page 67" href="http://viewer.zmags.com/publication/e8f5ba3c?page=67"> </a>
<a title="SURVEY Magazine, April, 2012 page 68" href="http://viewer.zmags.com/publication/e8f5ba3c?page=68"> WE INVITE YOU TO ATTEND </a>