Author Archive for: Jeff Gurtman

Global Spa Summit

Coyle has been asked to present spa consumer research at the Global Spa Summit in Istanbul from May 16-20.  A global spa survey was launched and responded to by 1,250 consumers providing insights into consumer spa preferences.  Additionally, Coyle has referred professional mystery shoppers for calls and website visits to just under 100...

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Building organizational capabilities: McKinsey Global Survey results

This article about the recent McKinsey survey demonstrates the misalignment of fostering company strengths and execution of company training programs.  They explored companies’ capabilities most critical to business performance and how they create and manage training programs that support them. Interestingly, 29% of respondents said their companies had not...

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Bayer AG: How one company gets its employees innovating

This Forbes article about Bayer AG’s system for encouraging and using employee suggestions to innovate the company, demonstrates how valuable an organized innovation program can be.  The system, called “Triple-i: Inspiration, Ideas, Innovation.” is much like a highly sophisticated suggestion box with a well-oiled system to decide which suggestions...

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Survey Says Loyalty Programs Must Get Personal

In a new study, “Giving Customer Voice More Volume,” conducted by the CMO Council and sponsored by Satmetrix, they found that despite the importance of guest experience and customer word-of-mouth marketing, senior marketers are not taking firm action to utilize such feedback in marketing decisions.  Thirty-eight percent of the...

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