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| In This Issue | |  | {%IF:EVALUATE(ExampleContactType) NOT EQUAL_TO "CLIENT"%}  | {%ENDIF%}  |  | {%IF:EVALUATE(ExampleContactType) EQUAL_TO "CLIENT"%}| Sign up for Training | Learn how to effectively use the Cvent Web Surveys tool. Whether you need a refresher on creating and managing surveys or accessing reports and building presentations, we have a training class for you.
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Using Research to Outpace the Economic Cycle
By: Greg Timpany |  | It's time to rethink our approach to how we market our products and services. Even in recessions there are companies that succeed at exceeding their customers' expectations–because we put our time and energy into understanding the customer.
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ABC's for Trainers
By: Sarah Bohnenkamp | Sarah has tips for every letter of the alphabet from ADDIE to Metrics aren't evil to Perceptions are not always Reality to Zinc. Pick a letter and tell us what your ABC's of Training would look like!
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Has CSat Got You Down?
By: Greg Timpany |  | Tracking customer satisfaction trends over time gives companies the foresight needed to better manage customer retention programs. Take a look at two popular satisfaction measurement: Net Promoter Score (NPS) and Burke Secure Customer Index (SCI).
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5 Most Hated Customer Service Sayings
By: Kathryn Calderone |  | Dealing with customer service can be a frustrating experience. Minimal training service can lead to maximum annoyance for those on the other line who are looking for a personalized experience rather than a canned response.
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8 Reasons Why CEOs Are Bad at Customer Service
By: Kathryn Calderone | Marketing guru Tom Smith recently posted an interesting blog containing eight ways CEOs don't "get" customer service. It seems odd that the head of a company wouldn't understand how to please customers, but these eight insights really make sense.
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Tracking Opt-Outs and Opt-Ins
By: Greg Timpany | It may be a difficult thing to face, but not everyone wants to complete our surveys, no matter how engaging or inviting the incentive may be. For whatever the reason, one of the best things a prospective respondent can do is to opt-out of the process.
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What is Significant?
By: Greg Timpany |  | As market researchers, we are tasked to conduct survey data analysis and extrapolate meaning from our work. When we dig into the details underlying our data, we are often confronted with a fundamental question: What is significant and what is not?
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