Factors Influencing Employee Survey Response Rates
|
|
- Alan Pearson
- 8 years ago
- Views:
Transcription
1 Factors Influencing Employee Survey Response Rates Ten variables that can affect employee response and survey validity Discussing the many factors that drive response rates to employee surveys Copyright 2012
2 Executive Summary The response rate of an employee survey determines the validity of the results, the higher an organization s response rate, the more likely the results will be representative of the population. This provides greater confidence that the results are truly representative of the attitudes and perceptions of the total population of employees. Many factors affect response rates to employee surveys. Some of these may be within the organization s control, while others are not. The exact impact of each factor can be extremely difficult to quantify, primarily because the quality of survey implementation is rarely consistent across organizations, or across units within a given organization. In addition, the various factors are likely to interact to affect response rate. For example, efforts to allay concerns regarding confidentiality of responses is likely to be more successful in improving response rates within an organization characterized by high trust in management than one where trust is low. Another consideration is the natural limit to survey response rates for organizations of any size. For an organization larger than a few thousand, that limit is typically in the low 90 percent range. This means efforts to improve survey response rates may have less impact as organizations approach their natural limit; that is, it will be much easier to improve the response rate from 45 percent to 55 percent than it will be to increase it from 75 percent to 85 percent. Factor 1. Administration Method Typically, the greatest determinant of survey response rate is the method used to administer the questionnaire. When the organization has a greater the degree of control over when and where employees complete the survey, the response rates are generally higher. Typical response rates for three frequently used administration methods are: Group administration: Employees gather in a central location, often at an assigned time, and are given an opportunity to complete the questionnaire. While participation in the survey is voluntary, it is not unusual for meeting attendance to be mandatory. Typical response rate (percentage): High 80s to low 90s. E mail / office mail: The employee receives the questionnaire either by e mail or office mail. They are expected to complete the questionnaire when they have an opportunity, typically on company time. Typical response rate: Low 70s to mid 80s. Postal mail: The questionnaire is sent via postal mail service to the employees' residence. They complete the questionnaire on their own time and return it to the organization by postal mail. Typical response rate: High 50s to mid 60s. 1
3 Factor 2. Length of Administration Period Generally, the longer a survey is open to participants, the greater the percentage who will respond. However, this process produces diminishing returns. Most responses occur fairly early in the administration period, with smaller spikes in response appearing after reminders are received by participating groups. Using software that is able to track responses and send follow up e mail reminders to non respondents is one way to continue response momentum. As a result, most large organizations to administer an employee survey over a period of 2 to 3 weeks. However, as seen in Figure 1, meaningful increases in response rates can be obtained by extending the administration period out as long as 6 weeks. Figure 1 2
4 Factor 3. Communication Besides the administration method, communication is the factor with the greatest potential to influence response rate. This includes the communication employees receive before, during, and after the survey administration period. Pre survey: The entire survey process must be effectively communicated to employees prior to the administration period. There is nothing more likely to dampen response rates as a survey showing up unannounced in an employee s in basket or e mail. The key considerations for presurvey communications are: Quantity: It is difficult to argue that there can be too much communication to employees prior to the administration period. Every available channel should be used to present a consistent, positive message regarding the survey process. Content: In order to maximize response rates, employees must understand: o Why is the business surveying employees? An explanation of why the survey is being administered and why the information is important to the business is essential. This is less important for organizations with established survey processes however there are always new employees who may not know. o What is the survey process? Ideally, this should include a timeline and a description of how decisions will be made regarding survey related priorities and actions. o What is expected of me? What role should the employee have in the process beyond simply filling out the questionnaire? o What can I expect from the business after the survey? An explanation of how the business plans to communicate the results and their use. During the survey: There is unequivocal evidence that reminders sent during the survey administration period boost response rates. Figure 1 shows when reminders were sent to employees during the administration period. In each case, there is a corresponding spike in responses immediately afterward. Post survey: Many organizations are diligent about communicating survey results to employees once they are available, often for the individual work group, department, or business unit, as well as for the overall organization. Where they frequently fall down is in communicating the actions that have been taken in response to the survey results, and explicitly linking those actions back to the survey process. If the organization doesn't make the connection between survey results and actions taken in the business apparent, most employees won't make the connection on their own. 3
5 Factor 4. Management Support Management support of the survey process indicates to employees that the results will be used to improve the business. Without active, visible support from all levels of management, the survey runs the risk of being perceived as a Human Resources exercise. An example of this impact is evident in Table 1. Response rates are shown for five organizations within a large government agency. It is clear in this case that greater management support was indicative of higher response rates. Table 1 Organization # of Employees Response Rate % Management Involvement* A 1, E 6, D 1, C 10, B 4, * As rated by Human Resources managers within that organization on a 1 to 5 scale. 1 = Very Uninvolved, 5 = Very Involved Factor 5. Trust in Management Although very difficult to quantify, organizations where employees distrust management seem to have substantially lower response rates than those where trust is high. And it s not just trust in senior management. Distrust of how middle managers or supervisors might misuse the survey process can also have a negative impact on response rates. Large scale efforts to increase participation in such organizations without directly addressing the trust concerns of employees may result in increased participation, but at the cost of data quality. Factor 6. Response to Prior Surveys One truism shared among survey practitioners is that the simple act of asking questions of employees raises their expectations that action will be taken in response to their input. 4
6 Over time, if employees perceive repeated inaction following the survey, they will be less likely to participate. Table 2 presents the response rates for three administrations of a survey in an organization of approximately 800 people. Despite strong recommendations to the contrary, no action was taken by the organization in response to any of the survey results. As can be seen, response rates dropped substantially. Table 2 Survey #1 Survey #2 Survey #3 Response Rate 89% 76% 67% Factor 7. Incentives and Accountability Incentives and accountability effectively represent the carrot and the stick for survey participation. Incentives may be given at individual and/or group levels. Having coffee and donuts for people when they take the survey can be considered a tradeoff for employees time and is not likely to be seen as an incentive. Alternatively, competitions or contests, with, for example, the business unit(s) with the highest response rate(s) receiving a prize or benefit can help to engage employees in the process. It is also possible to build accountability for participation into managers' performance objectives. This can be done as either achieving a target response rate from their teams, or as an increase in participation from the last survey cycle. This approach also has the added benefit of supporting management s ownership of the survey process (versus Human Resources). Factor 8. Questionnaire Length There is some evidence that increased survey length can have a negative impact on response rates. However, the communication about the survey, the questionnaire instructions, questionnaire format, and content can reduce the negative potential of a longer questionnaire. In any case, the impact is certainly not linear. Questionnaires seem to come in one of four lengths: Short, moderate, long and "Please tell me you re kidding. As long as you stay out of the last category, questionnaire length is likely to have minimal impact on response. Factor 9. Database Accuracy Use of electronic (e mail) administration, means the accuracy of the HRIS database from which the e mail addresses are drawn is increasingly more important as a factor in response rate. In many large 5
7 organizations, the HRIS system is rarely considered completely accurate. Estimated error rates in excess of 10% are not unsurprising. In turn, this can significantly limit the potential for participation. Factor 10. Mobile Technology This is a fairly new variable in surveying, but one that is likely to increase in importance over time. With more and more employees using mobile technology rather than standard desktop computers, incompatibility among the survey platform and mobile devices has the potential to be a significant limiting factor to response rates. 6
8 About On the Same Page Founded in 2002, On the Same Page ( the same page.com) is named for what we take pride in being on the same page with our clients. Working in collaborative relationships, our consultants develop and apply customized internal communication strategies that engage employees and drive business outcomes. We approach and solve problems like company insiders, so we can deliver client ready solutions that simplify the complex, convert challenges into opportunities and provide clarity out of uncertainty. Whether a client is in the midst of a merger, is transforming its operating model or needs to achieve higher employee engagement, we always start the process the same way: by listening. We get to know businesses and cultures intimately so we can uncover solutions that fit the particular work environment, support the company s objectives and meet and exceed goals. Our services include: Strategy and execution during major shifts in direction such as brand positioning, mergers and acquisitions and restructuring; Engagement strategies to enhance performance in safety, quality, productivity and customer service levels; Communication assessments, organizational surveys and key leadership meetings; Training and coaching for leaders, managers and frontline supervisors; Interim staffing for communication leaders or team members on leave; and Objective, third party business advice. 7 From smaller firms to Fortune 500s, and across a vast array of business sectors, our clients run the gamut. They include: Alpha Natural Resources; American Standard Brands; Cox; Hess; ITT Exelis; Mars; Merck; Nike; Novartis; PepsiCo; Textron; and The Vitamin Shoppe. (For a full client list, visit the same page.com/clients/our_clients.asp). Under the leadership of our owner and CEO Tracy Benson, we ve experienced our own transformation. Over the past decade, we ve grown from a dedicated group of solo practitioners into a cohesive, dynamic team with a shared purpose and identity. We d love to help you turn the page and begin the next chapter in your company s growth. To explore how we can support you, please wecanhelp@on the same page.com or call On the Same Page, LLC PO Box 751 * Katonah, NY * wecanhelp@on the same page.com * Visit us on LinkedIn * Facebook * Twitter
August 2009. Page 1 PSA-2014-00177
August 2009. Page 1 Page 2 Citizens' Services (Kim Henderson) Introduction to Employee Engagement Engagement Scores at a Glance Your work unit Your organization 76 72 Employee engagement is a concept that
More informationHuman Performance Insights. A better way to gather (and act) on employee feedback
Human Performance Insights A better way to gather (and act) on employee feedback Your company s character is the single most important driver of business results. Company Character [kuhm-puh-nee kar-ik-ter]:
More informationSecrets to Renting Mailing Lists: A list broker s Top Ten Tips
Secrets to Renting Mailing Lists: A list broker s Top Ten Tips By Suzanne Doyle-Ingram President, Strategic List Services www.strategiclists.com Over the years, I have worked with hundreds, if not thousands,
More informationProspecting. in the Business Planning Market. For agent use only. This material may not be used with the public. LIFE-5663-Prospecting 02/16
Prospecting in the Business Planning Market LIFE-5663-Prospecting 02/16 For agent use only. This material may not be used with the public. WHAT IS PROSPECTING? In simplest terms, prospecting is all about
More informationAon Consulting. 2010 PEO Survey. Communicating with Worksite Employees
Aon Consulting 2010 PEO Survey Communicating with Worksite Employees 2010 PEO Survey Communicating with Worksite Employees Contents 4. 4. 8. 9. Overview Key Findings Call to Action Data Overview In April-May
More informationmarketing your assisted living facility
marketing your assisted living facility 10 tips from senior services leads Tip 1: Create an Informative Online Video Tip 2: Build Brand Identity Tip 3: Create a Social Media Presence Tip 4: Take Advantage
More informationUnleashing your power through effective 360 feedback 1
Consulting with organizations that are committed to being an employer of choice. Unleashing your power through effective 360 feedback 1 What is feedback? Feedback is input from others. It reflects the
More informationAsk the Customer Experience Experts
1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction
More information10 tips for running successful competitions on facebook
White paper 10 tips for running successful competitions on facebook 07/ 2014 www.kontestapp.com Introduction Facebook has undoubtedly become the largest social network in the world. With over 1.23 billion
More informationSocial Media Marketing - A strategic Perspective
DIGITAL MARKETING SERVICES WWW.NIFIT.COM 2015 WHO WE ARE NIFTIT is an international development and design agency with a global outreach that encompasses New York, Seattle, London, Paris, Jakarta and Ho
More informationwww.pwc.com/workforce-analytics City and County of Denver 2015 Employee Engagement Survey
www.pwc.com/workforce-analytics City and County of Denver 2015 Employee Engagement Survey Prepared for and Presented to the City and County of Denver August 28, 2015 Overview Background Survey Objectives
More informationTrends in Corporate Climate Change Governance
Report Chase Raines, Association of Climate Change Officers Trends in Corporate Climate Change Governance Executive Summary Climate change governance is an increasingly important issue as more organizations
More informationEmployee Engagement Drives Client Satisfaction and Employee Success in Professional Services
Employee Engagement Drives Client Satisfaction and Employee Success in In professional services, business success is achieved through employee success. Organizations that prioritize top talent gain competitive
More informationPowering Marketing. The Five Tenets of Modern Marketing in Financial Services and Insurance. Marketing Technology
Powering Marketing Transformation The Five Tenets of Modern Marketing in Financial Services and Insurance Targeting Engagement Conversion Analytics Marketing Technology THE FIVE TENETS OF MODERN MARKETING
More informationEmployee Engagement Survey
Research-based // Valid // Reliable Sample Items The DecisionWise contains a subset of research-based anchor questions that are designed to measure overall engagement. The other questions measure the factors
More informationThe Power of Social Media in Marketing
The Power of Social Media in Marketing 1 Contents Executive Summary...3 What is Social Media Marketing?...3 Importance of Social Media Marketing...4 Promoting Through Social Media...5 Social Media Channels/
More informationGUIDE TO EFFECTIVE STAFF PERFORMANCE EVALUATIONS
GUIDE TO EFFECTIVE STAFF PERFORMANCE EVALUATIONS The research is clear. The outcome is consistent. We know with certainty that the most powerful leadership tool for improving productivity and increasing
More informationJOB DESCRIPTION DIRECTOR, HUMAN RESOURCES & COMMUNICATIONS. LOCATION: Vancouver Native Housing Society Head Office, Vancouver
JOB DESCRIPTION DIRECTOR, HUMAN RESOURCES & COMMUNICATIONS LOCATION: Vancouver Native Housing Society Head Office, Vancouver JOB GOAL: The Director, Human Resources & Communications plans, directs and
More informationHow to Sell Professional Services
How to Sell Professional Services By Tony Reiss As the markets for professional services became de-regulated and as partnerships competed more aggressively with each other to win new clients, firms started
More informationEmployee Surveys as a Management Tool. Dr. Mark Ellickson Opinion Research Specialists, LLC
Employee Surveys as a Management Tool Dr. Mark Ellickson Opinion Research Specialists, LLC Employee Surveys are Used to Improve Organizational Effectiveness Key Indicators Job Satisfaction & Commitment
More informationTHE CHALLENGER SALE Do you fit the profile that wins more deals?
THE CHALLENGER SALE Do you fit the profile that wins more deals? Challenger is a trademark or service mark of CEB Inc. These marks may be registered marks in various countries. CEB Inc. claims all rights
More informationGAINFULLY. Gainfully is social media marketing for busy financial professionals to effortlessly start conversations online.
GAINFULLY Gainfully is social media marketing for busy financial professionals to effortlessly start conversations online. WHY SOCIAL MEDIA? SOCIAL MEDIA ISN T JUST A POPULARITY CONTEST Did you know there
More informationBUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors
BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors Insights, tools and resources to help you Accelerate Your Growth, Scale Your Business and Elevate
More informationRevenue Generating Conversion Rate Optimization (CRO) Strategies
Revenue Generating Conversion Rate Optimization (CRO) Strategies AWG s recommendations are based upon intuitive testing and tracking via Google Analytics and other programs specifically purposed to measure
More informationThe Five Biggest MISSED Internet Marketing Opportunities Most Lawyers Don't Know About
The Five Biggest MISSED Internet Marketing Opportunities Most Lawyers Don't Know About Many lawyers and other professionals equate internet marketing with Search Engine Optimization (SEO). And while SEO
More informationA planned approach. to achieving your marketing goals.
A planned approach to achieving your marketing goals. 1 2 3 Are you Our happy Goal: with the We quality want to build a and long-term quantity relationship. Dental Branding was designed to build synergy
More information5 Ways Marketing Automation Provides Job Security for Marketers
Marketers About This White Paper Expectations for business-to-business ( B2B ) organizations to measure return on marketing investments and to justify marketing decisions have never been greater. New marketing
More informationCurrent State of Marketing Measurement. Ifbyphone Survey Finds 4 Out of 5 Marketing Executives Expect Measurable Campaigns, Yet Only 29% Can Deliver
Current State of Marketing Measurement Ifbyphone Survey Finds 4 Out of 5 Marketing Executives Expect Measurable Campaigns, Yet Only 29% Can Deliver Current State of Marketing Measurement Ifbyphone Survey
More informationHow do members of the MSU community engage online? What it means to engage online is no different than what it means to engage offline.
PAGE 1 OF 7 Introduction The Michigan State University (MSU) Guidelines for Social Media apply to Michigan State University faculty, staff, and student employees and interns who create or contribute to
More informationLearn the secrets to becoming a great leader. LEADERSHIP. Questionnaire. Brian Tracy WWW.BRIANTRACY.COM
Learn the secrets to becoming a great leader. LEADERSHIP Questionnaire Brian Tracy WWW.BRIANTRACY.COM LEADERSHIP QUESTIONNAIRE BRIAN TRACY 1 LEADERSHIP QUESTIONNAIRE The only limit to our realization of
More informationInteractive Intelligence
Interactive Intelligence Customer Service Experience Study (Wave II) by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. and Thomas Bailey Content Editor Interactive Intelligence, Inc.
More informationSocial Media Marketing for Local Businesses
Social Media Marketing for Local Businesses The average number of hours a U.S. consumer spends on social media per week. - PQ Media, 2013 Social is the Norm A lot has changed in the 10 years since Facebook
More informationHow To Get A Job At The Talent Management Expert
Cpbr94_ClientCertificationWorkshopBrochure2015_USLetter_PL_v9_Layout 1 2/16/2015 12:55 PM Page 1 D E V E L O P M E N T D I M E N S I O N S I N T E R N AT I O N A L Client Certification Workshops Facilitator
More informationThe Greatest Strategy. For Social Media Marketing
The Greatest Strategy For Social Media Marketing Table of Contents The Greatest Strategy for Social Media Marketing 03 Introduction: Why Social Media Marketing? 07 Part 1: Attracting Target Audience 12
More informationThank You! Contents. Promoting SmartDollar... 3. Implementing SmartDollar... 4. SmartDollar Resource Center... 6. Internal Communications...
Promotion Guide Thank You! Thank you for adding SmartDollar to your benefits program. You are changing lives by helping your employees take control of their money and get on track for retirement! SmartDollar
More informationC O N S U L T C O N N E C T - C H A N G E. Does CRM Really Work?
C O N S U L T C O N N E C T - C H A N G E Does CRM Really Work? TABLE OF CONTENTS DOES CRM REALLY WORK?... 3 WHY THE RESISTANCE TO CRM?... 3 HOW DO YOU SELL CRM?... 4 CRM IS NOT JUST ABOUT TECHNOLOGY...
More informationCommunicating change People-focused communication drives M&A integration success
Communicating change People-focused communication drives M&A integration success April 2012 At a glance Cultural integration and communication issues are top factors that challenge M&A success. Understanding
More informationSeven Principles of Change:
Managing Change, LLC Identifying Intangible Assets to Produce Tangible Results Toll Free: 877-880-0217 Seven Principles of Change: Excerpt from the new book, Change Management: the people side of change
More informationEmail reactivation. Best practices guide
Email reactivation Best practices guide Win your customers back! According to a recent Marketing Sherpa report, up to 75 percent of email subscribers are inactive, with retail brands attaining the highest
More informationIndustry Insight: Performance Management
Industry Insight: Performance Management Optimize Employee Performance to Maximize Business Performance You ve built an impressive talent hiring and screening approach, one that better predicts and ensures
More informationRelationships Among Software Metrics in Benchmarking
Relationships Among Software Metrics in Benchmarking Scott Goldfarb Q/P Management Group, Inc. 10 Bow Street Stoneham, MA 02180 Tel: (781) 438-2692 www.qpmg.com Agenda Introduction and Background Trends
More informationWriting and Conducting Successful Performance Appraisals. Guidelines for Managers and Supervisors
Writing and Conducting Successful Performance Appraisals Guidelines for Managers and Supervisors Performance reviews are like compasses They give your exact position and provide direction Office of Human
More informationSourcing Gets Smart. Revamping Strategies, Rethinking Technology. April 2012 Madeline Laurano
Sourcing Gets Smart Revamping Strategies, Rethinking Technology April 2012 Madeline Laurano Sourcing Gets Smart: Revamping Strategies, Rethinking Technology Sourcing is the foundation of any successful
More informationLEAD GENERATION TREND REPORT
table of CoNteNtS LEAD GENERATION TREND REPORT Introduction Key survey findings Lead Generation Priorities Lead Generation Challenges Lead Generation Effectiveness Effective Tactics Barriers to Success
More informationWhite Paper. Are SaaS and Cloud Computing Your Best Bets?
White Paper Are SaaS and Cloud Computing Your Best Bets? Understanding SaaS and Cloud Computing and Service Delivery Options for Real Estate Technology Solutions Joseph Valeri, MBA, MS President, Lucernex
More informationKICK YOUR CONTENT MARKETING STRATEGY INTO HIGH GEAR
KICK YOUR CONTENT MARKETING STRATEGY INTO HIGH GEAR Keyword Research Sources 2016 Edition Data-Driven Insights, Monitoring and Reporting for Content, SEO, and Influencer Marketing Kick your Content Marketing
More informationREAL ESTATE FIRMS INVESTMENT FIRMS INSURANCE FIRMS CUSTOM DIGITAL MARKETING SOLUTIONS FOR ALL
REAL ESTATE FIRMS INVESTMENT FIRMS INSURANCE FIRMS CUSTOM DIGITAL MARKETING SOLUTIONS FOR ALL Targeted Email Newsletters Showcase your properties Target the right group of customers. Promotional emails
More information2 September 2014. General comments
GFIA response to the IAIS Draft Procedures on Meeting Participation and the Development of Supervisory and Supporting Material and Draft Policy for Consultation of Stakeholders. General comments The Global
More informationWHITE PAPER. The Five Fundamentals of a Successful FCR Program
The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.
More informationHiringOutSocial MediaTasks. HowtoGetHelpwithSocialMedia WithoutLosingControl
HiringOutSocial MediaTasks HowtoGetHelpwithSocialMedia WithoutLosingControl WHITE PAPER Hiring Out Social Media Tasks How to Get Help with Social Media Without Losing Control Today s business owner is
More information5 Point Social Media Action Plan.
5 Point Social Media Action Plan. Workshop delivered by Ian Gibbins, IG Media Marketing Ltd (ian@igmediamarketing.com, tel: 01733 241537) On behalf of the Chambers Communications Sector Introduction: There
More informationThe Definitive Guide to Social CRM
The Definitive Guide to Social CRM Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profit Barton J. Goldenberg Chapter 1 Understanding the Intersection of CRM,
More informationThe Six C s of Permission Email Marketing. By Karen Talavera President, Synchronicity Marketing
The Six C s of Permission Email Marketing By Karen Talavera President, Synchronicity Marketing Permission Marketing Beyond buzzword, it's the status quo for email marketing. Already legally mandated by
More informationA Best Practices Guide
A Best Practices Guide Introduction: The Technology-Driven Performance Workplace Chapter 1: Revolutionize the Review Chapter 2: Reconsider the use of Competencies Chapter 3: Transform Training Chapter
More informationConcept. lack the time and resources to devote to the task; do not have the skills, expertise, experience or methodology internally;
Concept How to Choose a Consultant Introduction In many organisations consultants are used as a matter of course to provide specialised assistance to support both operational and transitional tasks. During
More informationInternet Marketing Rules!
Internet Marketing Rules! A Playbook of Game Changing Strategies for Marketing Your Business Online by Lane Jones, Content Strategist Internet Marketing Rules! Game Changing Strategies for Marketing Your
More informationWhite paper. CRM with Big Data
White paper CRM with Big Data Big data is one of the latest buzzwords in the technology lexicon. The potential, reach and impact of big data technologies is the subject of much debate, and the hero in
More informationTrends in HR Marketing: HR Buyers Behavior 2007
Trends in HR Marketing: HR Buyers Behavior 2007 Abstract This research report, conducted by HRmarketer.com, covers the latest trends and best practices for marketing to human resource (HR) and employee
More informationMark E. Pruzansky MD. Local SEO Action Plan for. About your Local SEO Action Plan. Technical SEO. 301 Redirects. XML Sitemap. Robots.
Local SEO Action Plan for Mark E. Pruzansky MD Action Plan generated on 5 May 2013 About your Local SEO Action Plan This report contains a number of recommendations for correcting the issues and taking
More informationSuperior Sales Management
Superior Sales Management The Pivotal Skill The success of a company is based on many things, but there is no more important job than that of the sales manager. It is the pivotal position in any company
More informationAsking the "tough questions" in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company
Asking the "tough questions" in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company A whitepaper by John Glazier Steve Bernstein http://www.waypointgroup.org
More informationStepping Up: a Study of CEO Succession and Strategy Formation in the Nonprofit Sector a quantitative study
Stepping Up: a Study of CEO Succession and Strategy Formation in the Nonprofit Sector a quantitative study, MPPM Doctoral Candidate, Teachers College, Columbia University EXECUTIVE SUMMARY A study was
More informationSocial Media Best Practices in Today s Recruiting Environment
Social Media Best Practices in Today s Recruiting Environment Recruiting the right person at the right time is not an easy task. It s no wonder why recruiters are always looking for the silver bullet and
More informationCreating an Effective Online Member Acquisition Strategy
Creating an Effective Online Member Acquisition Strategy Marketers historically have paid close attention to site traffic, time on site and page view metrics. Success on today s Internet, the social web,
More informationThe Ultimate Guide to Buying HR Software for your Growing Business. Get your decision right with this step-by-step guide!
The Ultimate Guide to Buying HR Software for your Growing Business Get your decision right with this step-by-step guide! Ward Christman Chief Advisor, HR Tech Advisor Ward Christman s career in HR technology
More informationAcquiring new customers is 6x- 7x more expensive than retaining existing customers
Automated Retention Marketing Enter ecommerce s new best friend. Retention Science offers a platform that leverages big data and machine learning algorithms to maximize customer lifetime value. We automatically
More informationHow an Innovative Email Marketing Strategy Can Pave the Way to New Customers
How an Innovative Email Marketing Strategy Can Pave the Way to New Customers AN EMAIL MARKETING STRATEGY WHITE PAPER EMAIL MARKETING PROGRAMS According to the Direct Marketing Association, email marketing
More information10 Steps Process to your LMS
Implementing an Learning Management System 10 Steps Process to your LMS CapitalWave Inc. White Paper September 2010 1 Table of Contents: LMS Steps 1 4: Analysis Training Department Analysis The Vendor
More information2016 Survey on Leadership Development. Copyright Borderless - http://borderless.net
2016 Survey on Leadership Development Table of Contents 3 9 Executive Summary About Survey Respondents 15 Leadership Development definition & scope Leadership Development inside organizations 24 36 Leadership
More informationThe Viral Impact of Events Extending & Amplifying Event Reach via Social Media
The Viral Impact of Events Extending & Amplifying Event Reach via Social Media Exclusive Survey of Leading Corporations & Event Marketers and Strategic Insights Report Developed by Table of Contents Introduction...
More informationMaximizing Special Event Marketing. Presented by Klamath County Chamber of Commerce and The Ross Ragland Theater
Maximizing Special Event Marketing Presented by Klamath County Chamber of Commerce and The Ross Ragland Theater According to the Dictionary of Marketing Terms, marketing is: "the process of planning and
More informationMeasuring and Evaluating Results
Introduction Measuring and evaluating results will provide you and your associates with the vital information you need for making key strategic and tactical decisions prior to, at and after the trade shows,
More informationIntroduction to Social Media & Internet Marketing. How to add social media to your marketing mix Presented by AS Designs & Services
Introduction to Social Media & Internet Marketing How to add social media to your marketing mix Presented by AS Designs & Services Your Hosts Ian Hatch Business Development, Graphic Design, Web Development,
More informationServices for today s supervisors, managers and HR professionals
Services for today s supervisors, managers and HR professionals Aetna Employee Assistance Program Management Services Management Consultation Services Critical Incident Support Educational Programs Coaching
More informationFACEBOOK STRATEGIC SHIFT
THE NEW FACEBOOK STRATEGIC SHIFT REACH & FREQUENCY MODEL... 2014 (c) Fanscape & The Marketing Arm, All Rights Reserved Tom Edwards SVP, Digital Strategy & Innovation FROM OUR TEAM Facebook recently revealed
More informationA lot of advertisers stumble out of the gates by using the same approach they do across other channels, not having a more social-first approach.
Social media can affect your business in many ways: as a platform for conversation with your audience; as a means of sharing your story; to drive further excitement and awareness about your brand and as
More informationHow To Improve Customer Communications
Financial Services Customer Communications Study October 2012 Introduction In the past few months we ve noticed our clients becoming much more focused on their customer communications both the everyday
More informationAPPENDIX I. Best Practices: Ten design Principles for Performance Management 1 1) Reflect your company's performance values.
APPENDIX I Best Practices: Ten design Principles for Performance Management 1 1) Reflect your company's performance values. Identify the underlying priorities that should guide decisions about performance.
More informationHow to Grow Your Insurance Business in a Soft Market
How to Grow Your Insurance Business in a Soft Market By Clifton Warren Corporate Eye Consulting I know from speaking to other insurance brokers that many, if not all, are concerned about generating new
More informationCredit Union Code for the Protection of Personal Information
Introduction Canada is part of a global economy based on the creation, processing, and exchange of information. The technology underlying the information economy provides a number of benefits that improve
More informationTake the Sting Out of the 360 Degree Feedback Process
Blog Carmen Klann Take the Sting Out of the 360 Degree Feedback Process Everybody agrees with the statement that constructive feedback is very worthwhile and tremendously crucial for every individual and
More information2015 Workplace Benefits Report. Helping employees live their best financial lives
2015 Workplace Benefits Report Helping employees live their best financial lives Employers are adapting to a new normal in benefits plans Financial wellness continues to be a hot topic for employers. This
More informationEnterprise Resource Planning
Enterprise Resource Planning Organizational Readiness & Risk Assessment Workbook Prepared for: Copyright S.S. Inc. 1986 2009 Table of Contents OVERVIEW... 2 SECTION A: EXECUTIVE MANAGEMENT S GOALS & COMMITMENT...
More informationEmail + Social = Success
How to grow your business and attract new customers with an email + social strategy 2014 Copyright Constant Contact, Inc. 14-3931 v1.0 Helping Small Business Do More Business Email and social media have
More informationBest Practices in Implementing CRM Solutions
Best Practices in Implementing CRM Solutions By Sanjeev Kumar, The Athene Group, LLC Reprint from September 2013 The focus on CRM solutions for the industry is higher than ever before. The evolution of
More informationMARKET RESEARCH FOR STARTUPS AND SMALL COMPANIES
MARKET RESEARCH FOR STARTUPS AND SMALL COMPANIES Startups and small, under funded companies are often stuck in a chicken or egg type dilemma when it comes to market research: They need good market research
More informationTechnology and Trends for Smarter Business Analytics
Don Campbell Chief Technology Officer, Business Analytics, IBM Technology and Trends for Smarter Business Analytics Business Analytics software Where organizations are focusing Business Analytics Enhance
More informationCONTENT MARKETING AND SEO
CONTENT MARKETING AND SEO How to Use Content Marketing and SEO to Reach Customers and Business Goals What do you consider the most essential ingredient for your business s marketing success? In today s
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationActivating a Social Media Strategy within an Organization
A three-page excerpt from our 12-page Best Practice Guidebook: Activating a Social Media Strategy within an Organization * This is a pseudonym for the profiled company. 1 Best Practice Guidebook Activating
More informationHow to Do an Employee Survey
1 Employee Satisfaction 2 EMPLOYEE SATISFACTION In a competitive world with the need for businesses to be more streamlined and productive a company can often find itself with a workforce working under
More informationAre You Headed Toward a Perfect Storm?
leading thoughts / sep 2012 Are You Headed Toward a Perfect Storm? Empowered customers and rapidly expanding access channels are on a collision course with contact centers that are unprepared to meet new
More informationCopyright 2004.Pamela Cole. All rights reserved.
Key concepts for working with the Role Behavior Analysis The Role Behavior Analysis (RBA), the companion instrument to the Personal Profile System (PPS), uses specific DiSC behavioral statements for defining,
More informationAccelerating Ramp-Up Time of New Sales Hires
WHITE PAPER Accelerating Ramp-Up Time of New Sales Hires 5 Steps to Boost Sales Productivity and Lower Turnover For many companies, the ramp-up time for new sales professionals typically is six months
More informationContact Us. Information We Collect. Petzi s Privacy Policy: Last Updated: October 8, 2015
Petzi s Privacy Policy: Last Updated: October 8, 2015 Petzila, Inc. ( Petzi ) is committed to protecting your privacy. We have prepared this privacy policy ( Policy ) to describe to you our practices regarding
More informationPerformance Management
Performance Management WORKSHOP HANDOUTS Facilitated by: Tara Kemes, Vantage Point Knowledge Philanthropist June 2013 Page 1 of 16 Handout 1 Performance Management System Overview What is performance management?
More informationOffice of the. Ombudsman. 2011 Annual Report. Message from the Ombudsman. Listening to you. Customer escalation process. Contact us.
Office of the Ombudsman 2011 Annual Report Message from the Ombudsman Listening to you Customer escalation process Contact us Helping you Message from the Ombudsman It is with pride that I assumed the
More informationEvent Marketing for Business Success
Event Marketing for Business Success Embrace a top-down approach to goal setting and achievement. Patrick Schwerdtfeger David Mitroff, PhD Event Marketing Strategies for Business Success Why Events? Leverage
More informationTOP 10. Features Small and Medium Businesses
Introduction Once thought of as only relevant for enterprises, CRM technology is increasingly being used by small and medium businesses across industries. Even the smallest organizations recognize the
More informationFive key trends are reshaping customer- experience management:
Top Five Contact Center Trends for 2013 By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary Five key trends are reshaping customer- experience management: ± Increasing adoption
More information