The ‘broken window’ problem

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...

Surveys: how to keep it simple

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 in this survey – it...

Social media allows new opportunity to engage customers

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...

Customer survey writing 101: refresher

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...