Do you find that you often focus on the happy or angry customers but not the quiet customers? Are you assuming the silent ones are delighted since they are not complaining? Think again.Read More
In my blog last week, I discussed the question of When Is a Survey Too Long? In this week’s blog, I want to continue a discussion about the elements of creating a good customer survey and a good survey process. If you are conducting surveys, either in your company or working with an outside vendor, I want to pose the question, “Would you take your own survey?” If the answer is “No,” continue reading this blog. Even if it is “Yes,” you will likely find some useful ideas for future surveys.Read More
Are your customers complaining that your surveys are too long or are difficult to answer? Are you getting fewer completed surveys? Our clients often ask us to help them improve their customer satisfication surveys, and specifically, how many questions is too many. The answer depends on the customer and the type of survey.
We want to share some of the advice we provide our clients when considering survey length and a few suggestions to make the process easier for your customers.Read More
As I read surveys that we complete for our clients, it becomes apparent that high prices are a frequent point of dissatisfaction for many customers. However, is the price the only thing that matters to customers? I dug a bit deeper into the data and discovered an unusual pattern.
Price does not have to be the primary driver of dissatisfaction IF excellent service is part of the equation. Let me explain.Read More
Courteousness and competency are significant factors in the customer service experience. However, excellent communication skills complete the trifecta of excellence.Read More
The Daniel Group just wrapped up our seventh annual Client Conference last week. It was an excellent opportunity to connect with clients and share ideas and best practices.
This year, we wanted to shake things up a bit and the first thing we did was to select a unique and inspiring location.Read More
Sometimes we think a customer who continues to do business with us is a loyal customer. A loyal customer is not only one who keeps returning but also tells others about their positive experiences with your company. Sometimes, what appear to be loyal customers are simply “retained” customers. To illustrate, let me discuss my current bank. I will likely stay with my current bank. I have loans with them, both business and personal. I have several credit cards and, of course, checking accounts. So they count me as a loyal customer I suspect, I am more a “retained” customer. Why? It is too difficult, time-consuming and costly to switch.Read More
We are hearing about damaged gas lines, dug-up yards, and other issues because Google Fiber, AT&T and their competitors are installing faster internet infrastructure in Charlotte. There is some misery and some people are asking, “Is the disruption worth it?”Read More
I often speak about customer experience in my blogs. I do so because a company that provides a superior customer experience creates a robust strategic differentiator. However, today I want to focus on product innovation and a success story of one of our clients, AGCO.Read More