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Core Needs vs Aspirational Wants

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….

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

The dehumanisation of data and research

Summary of an excellent article by Emmet O'Briain
Fighting Feedback Fatigue

Fighting Feedback Fatigue

How to make your feedback count.
Effective Storytelling

Effective Storytelling

Never underestimate the power of a customer story.
You Can’t Always Get What You Want

You Can’t Always Get What You Want

The pains of going through an insurance claim where customer needs are not met.
Emotional Connectedness

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.

The Power Cut, the Faults Guy and the Customer Survey.

An example of a company taking brevity too far in their customer survey.
Understanding Your Customers

Understanding Your Customers

What we can learn from Zappos
5 tips for creating awesome customer surveys

5 tips for creating awesome customer surveys

So many companies get this wrong. Here are our top 5 ways to get it right.
The Power of Voice

The Power of Voice

A very short article on why voice is more powerful at conveying meaning.
RIP Dick Smith Electronics.

RIP Dick Smith Electronics.

Could the demise of Dick Smith have been avoided if they’d listened to customers?
No Comment. No Insight.

No Comment. No Insight.

The importance of asking for more than a score
The power of empathy

The power of empathy

In my experience the vast majority of customer complaints are not complaints at all….they are frustrations, disappointments, suggestions. Customers want you to be successful. They want you to get it right. They want to help you to be better. So having a feedback programme that allows customers to give feedback on their terms, about what matters..
I’m a customer, not a mystery shopper!

I’m a customer, not a mystery shopper!

I sometimes find that businesses mistake their customer feedback programme for a mystery shopping programme. The tell-tale signs are when the questions revolve around things I should have noticed as I was shopping, for example, posters displaying special offers. Or when I am asked to comment on behavior that staff are required to show (this..
Want a better answer? Ask a better question!

Want a better answer? Ask a better question!

Writing engaging surveys that elicit insight
Core Needs vs Aspirational Wants

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….

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

The dehumanisation of data and research

Summary of an excellent article by Emmet O'Briain
Fighting Feedback Fatigue

Fighting Feedback Fatigue

How to make your feedback count.
Effective Storytelling

Effective Storytelling

Never underestimate the power of a customer story.
You Can’t Always Get What You Want

You Can’t Always Get What You Want

The pains of going through an insurance claim where customer needs are not met.
Emotional Connectedness

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.

The Power Cut, the Faults Guy and the Customer Survey.

An example of a company taking brevity too far in their customer survey.
Understanding Your Customers

Understanding Your Customers

What we can learn from Zappos
5 tips for creating awesome customer surveys

5 tips for creating awesome customer surveys

So many companies get this wrong. Here are our top 5 ways to get it right.
The Power of Voice

The Power of Voice

A very short article on why voice is more powerful at conveying meaning.
RIP Dick Smith Electronics.

RIP Dick Smith Electronics.

Could the demise of Dick Smith have been avoided if they’d listened to customers?
No Comment. No Insight.

No Comment. No Insight.

The importance of asking for more than a score
The power of empathy

The power of empathy

In my experience the vast majority of customer complaints are not complaints at all….they are frustrations, disappointments, suggestions. Customers want you to be successful. They want you to get it right. They want to help you to be better. So having a feedback programme that allows customers to give feedback on their terms, about what matters..
I’m a customer, not a mystery shopper!

I’m a customer, not a mystery shopper!

I sometimes find that businesses mistake their customer feedback programme for a mystery shopping programme. The tell-tale signs are when the questions revolve around things I should have noticed as I was shopping, for example, posters displaying special offers. Or when I am asked to comment on behavior that staff are required to show (this..
Want a better answer? Ask a better question!

Want a better answer? Ask a better question!

Writing engaging surveys that elicit insight