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Survey Tsunami:
Five Must-Ask Questions If You Want to Conquer the Wave
by Tom Taber|April 17, 2012
The wave of customer satisfaction surveys is approaching tsunami proportions. But are any of these surveys actually hitting the mark? This week, we”ll introduce you to the five key questions you need to ask if you really want to capture customer viewpoints and opinions in a meaningful way. Read More >
Customer Surveys: How Often Is “Just Right?”
by Tom Taber|March 06, 2012
Voice of the Customer surveys can surface tons of valuable information to help you improve customer relations. But how often should we ask our customers to participate? More is better, right? Maybe not. In this article, we examine the impact of survey frequency — both on your customers and your team — and consider the role of industry dynamics, all to help you find the right survey frequency for your company. Read More >
Beyond NPS: Harnessing the Power of “Why?”
by Tom Taber|January 18, 2012
Improving customer satisfaction often involves measuring your Net Promoter Score. While NPS’s simplicity (a single number capturing the likelihood of customer referrals) is a main attraction, some critics claim NPS is too simplistic to provide meaningful insight. In this article, we reinforce the importance of looking beyond the NPS score to incorporate “Why?” in customer satisfaction assessments. Read More >
Should Customer Surveys Assess People?
by Tom Taber|October 11, 2011
If you manage a BtoB business, chances are your people have a greater impact on your NPS rating (Net Promoter Score) than you realize. Day in and day out, your sales reps, customer service staff — even technical support reps — touch the customer. Read More >
6 Secrets of a Successful VOC (Hint: It’s Not About Research)
by Tom Taber|August 30, 2011
So you took the plunge: your company conducted a customer satisfaction survey. The process required loads of thought, planning, and scheduling. Now the interviews are complete and the results have been reported. You may think you’re finished. Read More >