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...

Measuring up to customer expectations

Two elements of customer communication include: (1) setting expectations of what customers will get from your product/service, and (2) measuring whether you are meeting those expectations. Part One: Setting Expectations Customers don’t know what to expect from a...

Substance & Value

It’s a principal of customer retention and satisfaction to clearly communicate the substance and value of a product or service. Customers are more satisfied if they know what they will get. The issues to consider here are: – How clearly do you communicate what...

Pitfalls of customer surveys

Last week I went to Bertucci’s (pizza and Italian chain restaurant) for dinner with friends. As we were walking out I noticed the receipt mentioned a web feedback survey. I was happy to see this because I wanted to tell them of the problems that occurred during...