The power of a phone call

I’m impressed! I got a call from the Hyatt Harborside Boston (photo is the view of the Boston skyline from this hotel) after I filled out a feedback survey about a recent visit. It’s quite rare for a customer to hear back from a company after they complete a survey....

The “voice” that must be heeded

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...

Does your website help or hinder your business goals?

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...

Using birthdays to thank current customers

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...

Customer dialogue supports retention

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...

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