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How to Conduct a “Customer Listening Session” | Top Executive.

Tony Mayo

Online, telephone, and in-person customer surveys work for many businesses. Steps to Organizing a Customer Listening Session Be explicit about the corporate goals the listening session is meant to support, e.g., growth, margin, line expansion, service offerings, locations, market positioning, etc. A focus group is not a survey.

Mayo 158
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Engage Employees Using Customer Service Tactics

Harvard Business Review

A recent study by Aon Hewitt , for example, found that companies with high levels of engagement outperformed the stock market in 2010. These companies typically give their customers short, quick surveys. Apple surveys its employees every few months. Employee engagement and financial performance are connected.

Tactics 14
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Brazil's Women Shun the Private Sector

Harvard Business Review

The CWLP survey found that 65% of educated Brazilian women view the public sector as very desirable to work for, head and shoulders above their counterparts in other BRIC markets. In fact, the CWLP survey shows that 80% of college-educated women aspire to a top job — more than in China and Russia and far outstripping their U.S.

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The Lure of China's Public Sector

Harvard Business Review

million university graduates entered the job market in 2010 , up from one million in 1999. Especially telling: 57% of the Chinese women university graduates surveyed for our book Winning the War for Talent in Emerging Markets rated the public sector as an attractive job option. More than 6.4

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Use Your Customers as Ethnographers

Harvard Business Review

At C Space, we’ve conducted more than 800 mobile journaling and ethnography projects on behalf of over 240 clients since 2010, and have seen the power of bringing consumer experience to life for our clients. “But isn’t this atypical of the normal shopping experience,” the seasoned market researcher might object?