4 Ways to Optimize Your Customer Survey

January 4, 2014

I present 4 ways businesses can optimize their customer survey. It starts with asking the right questions. 1. Measure different types of customer loyalty; 2. Measure general customer touch points (e.g., Product quality, Customer Service, Tech Support); 3. Measure your relative performance; 4) Measure business-specific attributes. Source


What Do Frustrated Customers Do When Your website lets them down

October 29, 2013

Here’s a sobering look at what consumers do when they can’t find answers to their questions on a company’s website. It’s not pretty! A Forrester Research, Inc. survey of US consumers tabulated the actions that customers take, and the millions of dollars in avoidable customer service costs that result. Source