by Sam Klaidman | Oct 5, 2015 | Customer Loyalty
When I was learning about customer surveys, I was taught that if you do not plan to take action on what you learn from a question, then don’t ask it—it made sense to me. However, now I believe that many people do not use any of the information obtained from...
by Sam Klaidman | Feb 17, 2014 | Customer Loyalty
I have always believed that going directly to your customers (i.e., collecting the voice of the customer) for answers to difficult questions is the only way to get the correct answer quickly. For me, this makes incredible sense. How come people continuously make...
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 | Sep 30, 2013 | Growth
Recently, a good friend gave me a copy of Design Thinking For Strategic Innovation. I read as far as the fifth paragraph, where the author was describing the effects on business of global interconnectivity, when I came upon this sentence, “We want more, when we want...
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...
