Helping companies better understand and generate higher value from their existing customers
Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. But it doesn’t have to be that way.
Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much more immediate way.
Approached in the right way you can drive short-term sales and CustomerGauge explores how to do that with its software in this practical webinar.
A simple change in words can influence the response. Choose your words wisely as it may skew your results!
It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to go through and analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary.
You pause for a moment and breathe. Where do you begin? What can you even do with all that information?
You want to get the best analysis possible – so the question is – Qualitative Analysis and Quantitative Analysis – which one is better? Which will provide the best results?
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?
Your customer feedback data collection process is going just fine. You’re collecting lots of interesting results, sending reports to your peers and generally feeling good. But there’s a nagging problem: nothing is changing in the business. The scores are not improving, but they are not getting worse either.
Maybe you’ve neglected a key part of the customer feedback process: root cause analysis and action planning.
In a recent piece of research we identified that Finding and Applying Quality System Methods was one of the 9 Secrets of Successful Customer Feedback and Action Programs. A common, useful and easy to learn approach to understanding how to drive change in your score is the 5 Whys Process.
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