Core Needs vs Aspirational Wants
What happens if you spend your time focusing on customer “‘wants” and forget about customer “needs”’?
Ask and you shall receive….
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 dehumanisation of data and research
Summary of an excellent article by Emmet O’Briain
You Can’t Always Get What You Want
The pains of going through an insurance claim where customer needs are not met.
Emotional Connectedness
Emotionally connected customers are on average 52% more valuable than those who are just highly satisfied
The Power Cut, the Faults Guy and the Customer Survey.
An example of a company taking brevity too far in their customer survey.
5 tips for creating awesome customer surveys
So many companies get this wrong. Here are our top 5 ways to get it right.