The danger of survey scores

We’ve all been through an experience where a salesperson pressures you into giving them a “10” on a survey. This is the classic car dealership approach. And now AT&T stores are doing it too. A few weeks ago I went into an AT&T store to get a new phone. My...

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...

Capture and meet customer expectations

Do you know what your customers really want? Do you make assumptions based on what you think they want or what only a few customers want? There are plenty of businesses that guess what their customers really value. It isn’t worth guessing. Just ask them. You can use a...

The real purpose of customer surveys

Today I came across this article on the intention vs. actual use of customer surveys by many companies. This is a good reminder what surveys are really meant to do.   Read the article...

The foundation of your business: employees

In some recent conversations I was reminded of the important nature of employee relationships and employee retention. I can’t overstate that employees are the foundation of your business and your success. You get business growth and happy customers because of...