Resources

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..

Summary of an excellent article by Emmet O'Briain

How to make your feedback count.

Never underestimate the power of a customer story.

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.

What we can learn from Zappos

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

A very short article on why voice is more powerful at conveying meaning.

Could the demise of Dick Smith have been avoided if they’d listened to customers?

The importance of asking for more than a score

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 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..

Writing engaging surveys that elicit insight