Posts Tagged ‘customer feedback’

I’ve taken a fair number of surveys in my life but despite taking time to offer my opinions about how a company is performing, only about 1% of those companies has ever shared how that information was used. Here’s how you can stand out from the competition and get your customers attention: Listen to them and respond to their feedback! Perhaps you heard about “voice of the

The best websites make it easy for customers to quickly find what they want. Less clicks is the goal. Make it obvious what you have with clear text and presentation. It’s easy to overwhelm web pages with too much content or with too many choices. And it’s always easy to think about what how you want the website to work …. but are you the target

On your birthday you may receive a number of congratulatory cards and emails from family, friends, and … the lizard from Geico. Some companies view birthdays as marketing opportunities. Done right, these can prove to be a great customer experience. But, as I discovered on my recent birthday, execution is everything. Good Experiences I’ll never complain when a business sends me something for free or a discount to

Take a look at these interesting survey results about the connection between customer feedback/dialogue and how it powers better decision making. (The study was conducted by from Aberdeen Group and Empathica Partners.) As a reader of this blog, you know I’m an advocate of a two-way dialogue between a business and their customers, and how that dialogue and responsiveness can grow retention. I appreciated how

No doubt you’ve seen a building with broken windows. This is often due to neglect or vandalism and it is a clear message that "no one cares." What signals does a company give off that sends the same message? Frankly, too many to list here, but last week a company reminded me of a few of those indicators of not caring. EZ Lube is a chain of

Check out this book: “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World” by Pete Blackshaw It’s an easy-read for anyone who wants a refresher or an overview on customer word of mouth. I’m always

I picked up this survey at a local restaurant because I was impressed with its simplicity. I’m a fan of well-designed, brief, yet specific surveys. (I notice every survey that I can – inside stores, restaurants and such.) I like the simplicity

Today’s social media – blogs, social networks, etc., allow a company to engage in more dialogue with customers. It certainly affords an easy way to listen to feedback and respond. For example, many companies use Google Alerts to receive email notification when their company name is mentioned online. I use it to see how my company, Customers That Click, is talked about on

Here is a quick refresher on the basics of writing a survey. I'm bringing this up because I recently received a survey that violates several of these commandments. 1. Keep each question focused on a single issue and be specific. 2. Keep the questions clear (don’t confuse the survey respondent). 3. Keep the survey brief. 4. Make sure to allow for comments. 5. Write the questions so you can take

You likely know about Web sites that collect customer feedback on all kinds of services and companies--like planetfeedback.com, epinions.com, tripadvisor.com and, of course, the Better Business Bureau. These are great places to keep up on what your customers are saying about you--and may not be telling you. Trust me; it’s better to know than keep your head in