customer surveys

Make Life Easier By Asking Only One or Two Questions of Your Customers

I find myself living in an age where we take good ideas and squeeze the life out of them through inappropriate implementation.

It occurs to me that the scourge of the customer-centric fad is customer surveys. It seems to me that just about every large organisation that I deal with asks me for my feedback through some kind of survey.  And this scourge is not limited to these big organisations. On my last visit to my GP’s (doctor’s) surgery I was asked to fill in a survey – it was over ten pages long!

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Customer Surveys Are as Important as Ever!

I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications.

Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ.

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VoC:What’s Wrong With VoC and How Do You Get It Right? (Part III)

In the first post I shared the first part of my discussion around VoC with Erich Dietz, VP of Business Solutions at Mindshare Technologies (specialists in customer surveys and enterprise feedback). The key point of that post was captured in Erich’s words: “No-one is really doing VoC surveys with the customer in mind!

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VoC: What’s Wrong With VoC and How Do You Get It Right? (Part II)

In the previous post I shared the first part of my discussion around VoC with Erich Dietz, VP of Business Solutions at Mindshare Technologies (specialists in customer surveys and enterprise feedback).  The key point of that post was captured in Erich’s words: “No-one is really doing VoC surveys with the customer in mind!” In this post I wish to share/discuss with you the other big issue that came up in my conversation with Eric.  Before that lets just briefly summarise best practice in soliciting customer feedback.

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VoC: What’s Wrong With VoC and How Do You Get It Right? (Part I)

I like the folks at Mindshare Technologies – specialists in customer surveys and enterprise feedback. We share a philosophy, YOLOMAD: you only live once, make a difference. From what I can tell they are passionate about helping companies to get access to the Voice of the Customer and use that to improve the customer experience and cultivate customer loyalty that delivers revenues and profits.

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Promoters Versus Detractors

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