“OK,” you say, “I want to have a solid customer experience program in place, but where do I start? I don’t want to just make a token effort, and then not follow up. I’ve seen that happen too many times, and it’s just a waste of time, if that’s all you do! “But a serious …
“Well,” you say, “I can see how there could be a lot of value for my business in conducting surveys for customer satisfaction, and I understand the reasons for focusing on the top 20% of my clients, but what sort of questions should I ask? I don’t want to waste my time asking the wrong …
One of the major problems with being on top of customer satisfaction is that most unhappy customers just won’t talk to you. They’d rather just go away, and not come back. In fact, according to Ruby Newell-Legner in “Understanding Customers,” only 4% of dissatisfied customers will tell a business anything. 96% will just walk out …
Why should business owners try to guess what their customers are thinking when ASK LISTEN RETAIN makes it easy to simply ask these customers? ASK LISTEN RETAIN is now offering a 25% discount on its customer survey packages. With ALR’s telephone, mobile device, and email surveys, businesses can gather valuable customer feedback to enhance customer satisfaction and …
What do we mean when we talk about analyzing consumer satisfaction survey data and putting it to work? Well, as an example, here’s what you SHOULD expect from an effective CUSTOMER SURVEY AND RETENTION system that: Takes customer input from whatever sources are available — telephone surveys, in-store or on-line questionnaires, mobile apps — …
There’s no point in trying to sail directly into a storm, but too many business owners try to do exactly that when it comes to customer retention. A dissatisfied customer will cost a business not just one time, but several times over, in a variety of ways, and the result is very much like a …
“Well,” you say, “I can see how there could be a lot of value for my business in conducting surveys for customer satisfaction, and I understand the reasons for focusing on the top 20% of my clients, but what sort of questions should I ask? I don’t want to waste my time asking the wrong …
It’s always worthwhile to take a closer look at statistics, and see what they actually mean. Consider the following statistical tidbits (both from McKinsey): An average company loses between 10 – 30% of its customers annually, and Only 12% of current marketing spend is on customer retention. It would be easy to look at those …
What would you do if you found out that you had a hidden stockroom full of valuable merchandise, packed away in crates, uninventoried, non-priced, uninspected, and unsold – just stuck away in a corner, unnoticed by management a floor staff alike? Wouldn’t you want to at least take a look at it, to find out …
When you do a survey for customer satisfaction, should you have a target market? Should you aim your survey at everyone, or is that too inefficient? If you narrow your survey down to specific groups of customers, how do you know whether you’re targeting the right ones? The best way to look at these questions …
