If you were CEO and could sit down to have a conversation with any of your customers, what would you ask them? Chances are you would not ask them to rate their interactions or if would they recommend to a family or friend. But you might be interested in what is most important to..
What happens if you spend your time focusing on customer “‘wants” and forget about customer “needs”’?
Great article from Neil Hoyne about the power of asking for positive feedback. The Power of the Positive Ask https://www.linkedin.com/pulse/power-positive-ask-neil-hoyne/ Totally agree with Neil…..putting your best foot forward applies to many situations, and gathering customer feedback is no exception. In fact, companies can influence future customer behavior simply by directly asking for positive feedback! When..
The pains of going through an insurance claim where customer needs are not met.
Emotionally connected customers are on average 52% more valuable than those who are just highly satisfied
An example of a company taking brevity too far in their customer survey.
