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 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...

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...

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...