Entries by Jenna Whelan

The Power of Memorable Customer Service: Stories That Stick

When Jenna Whelan and I facilitate white-glove service trainings, one of my favorite parts comes right at the beginning. As we get started, we ask everyone to share the best customer service experience they’ve ever had, and to explain why it stands out. We regularly hear stories of customer service providers anticipating needs, going above […]

Simple is Better: A Life Lesson from My Kitten

I recently adopted a kitten — the cutest little mischief-maker. Her name is Deedee, and she’s my very first pet. And being my first pet, I treat her like grandparents treat their grandchildren. I go all out. I bought her all of the toys. When the first couple arrived and she didn’t play with them […]

The Power of Transparency: Building Trust Through Clarity

While conducting qualitative research interviews, I often hear the phrase “what goes on behind the curtain,” which speaks volumes about the challenges of transparency in business. Clients consistently desire better communication and increased visibility, but are transparency and communication the same thing? And if not, what sets them apart? At its core, transparency is about […]

Breaking Barriers Together: An Evening with First Officer Anastasia Messmore

Last week, I had the privilege of gathering with colleagues and friends for an Ideba Women’s Dinner in Atlanta, featuring guest speaker First Officer Anastasia Messmore. Sitting at the table was inspiring. Here we were, a group of women with diverse experiences and skill sets, united by a common thread: navigating industries where women still […]

Reddit, Research, and the Rise of Unconventional Information Sources

When was the last time you Googled a company? Probably sometime within the last week. There are approximately 99,000 Google search queries every second (SEO.AI). Google and other internet sources are a prominent way for individuals to get all the information they need. But if you ask some of the individuals we interview, Google is […]

Sampling Bias in Market Research: Are You Asking the Right People?

In a previous post, I discussed how the subjectivity of 1-10 scale ratings can impact customer satisfaction insights. But understanding how people respond is only one part of the challenge. It’s not just about how people respond — it’s also about who’s doing the responding. Even thoughtful, well-executed research can miss the mark if the […]

What’s Changing in Business Research? The Biggest Shifts in 2024

Every year, Ideba digs into what drives customer satisfaction, deal wins, and losses. The trends tell us a lot about what businesses are getting right and where they’re falling short. In 2023, customers valued expertise, client service, and strong project management. In 2024, it was all about partnership, product capabilities, and established processes. But one […]

Hospitality Mindset Helps Improve Service

Hospitality and customer service go hand in hand – both focus on creating positive, memorable experiences for customers. While customer service addresses needs and resolves issues, hospitality takes it a step further by making customers feel welcomed, valued, and cared for. By adopting a hospitality mindset, businesses in any industry can elevate their customer service […]

Some things money can’t buy.

If you’ve read enough Ideba blog posts or interacted with the team often, you’d likely have heard how Ideba was started not to make money, but to make a difference in the world. A bold statement for a small business, but change happens one interaction at a time, and as Winston Churchill once said “You […]