The length of your customer survey is just as important as the questions you’re asking. So exactly how long should your customer survey be?[Read more…]
In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide, continuous process improvement.
Some of the phases are easy, such as setting up data collection. Some of them are not so easy. One of the not so easy phases is implementing the continuous improvement process.[Read more…]
In the on-going war to increase customer loyalty, should you focus more on responsiveness or that cool new feature? Halve your telephone queue wait time or revamp your website? These are difficult questions to answer but Kano analysis is one tool that you can use to help you make a decision. [Read more…]
Almost everyone who has presented negative customer feedback to a senior management audience has lived this scenario.
The presentation starts well, everyone’s happy while you go through the numbers, lots of nodding heads, serious looks and agreement. That is until the very specific section by section scores or negative verbatim customer comments are presented; then the wall comes up, and the excuses rain down: [Read more…]
When you start out on your transactional customer feedback or Net Promoter program everything looks rosy but there are six issues that you will run into all too soon.
Here are the problems you will face and the solutions.[Read more…]