by Sam Klaidman | Feb 10, 2014 | Customer Loyalty
When you start to design a customer feedback survey program, you will potentially fall prey to “death by bias.” Biases will taint your survey results. Sometimes a particular bias matters, and sometimes it doesn’t. You should be aware of and understand the biases that...
by Sam Klaidman | Feb 2, 2014 | Customer Loyalty
We interact face-to-face or remotely when we deal with any business for any reason. Sometimes we have a choice, sometimes, we are enticed to use a particular channel, and sometimes we have no choice. In every case, however, we expect the outcome of the interaction not...
by Sam Klaidman | Sep 23, 2013 | Customer Loyalty
How I discovered the need for an annual survey script update I reviewed a transactional survey script at a meeting with a new client. I suppressed the urge to say, “These questions are wimpy. They don’t get to the heart of what customers expect from service delivery...
by Sam Klaidman | Sep 16, 2013 | Customer Loyalty
We’ve all grown up trying to figure out the answer to the age-old question, “Which came first, the chicken or the egg?” Whether you know the answer or not (I don’t), the question has great value in thinking about how you will create positive,...
by Guest Author | Sep 9, 2013 | Customer Loyalty
This is a guest post written by my daughter, Leslie Klaidman I am a loyal Amazon customer. I visit Amazon.com regularly…so much so that I pay for Amazon Prime to get added benefits. For example, I still listening to music on a CD rather than on an iPod or iTunes, so...
by Sam Klaidman | Jul 29, 2013 | Customer Loyalty
When you think about customer retention, you must work your butt off to get “top box” results on your structured feedback, i.e., surveys. And when you get verbatim feedback (unstructured comments), you must try and earn comments like “best,” “greatest,” “amazing,” and...
