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 […]
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 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 […]
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 […]
Despite its award-worthy performances, the Bob Dylan biopic (A Complete Unknown) failed to land any Academy Awards at this year’s Oscars ceremony. Nevertheless, let’s recall Bob’s iconic song “The Times They Are A-Changin’” today, as it has resonated with generations for a message that holds true far beyond the political and societal changes of the […]
Through self-reflection, it’s been my longstanding opinion that a top motivator for accomplishing goals and objectives is success, in small measure, while working toward a larger goal. All it can take is a bit of traction to spark inspiration for spirited problem-solving, creativity, physical or mental endurance; soaring to lofty heights once out of reach. […]
As someone who has lived most of my life in close proximity to some of the best ski hills in North America, people were always shocked to learn I didn’t know how to ski. Three years ago I decided enough was enough and I had my life-long skier friends sacrifice an evening to teach me […]
Unless you’ve talked to a broad spectrum of customers, you may have little idea what attracts them to your products or brand. You may have a skewed notion of what they like least about them. You might be in the dark about what keeps them coming back—or might send them packing. A lot of organizations […]
January is finally over, and while the days are gradually getting longer, it’s still freezing here in Philadelphia and it’s taking an extra lot of effort to pry myself out of my apartment. A few things that have motivated me to venture out lately? Well, a couple of lucky Eagles’ victories, and a fantastic “Wine […]
