Tag Archives: customer satisfaction

Is the survey you are completing research or customer relationship management?

October 19, 2011

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A significant proportion of customer satisfaction surveys out there are not really research surveys, they are just customer engagement exercises masquerading as survey research. We have all had these…. on their face they look like surveys but if one looks closely they appear to be something else. The biggest hint that it is not really […]

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Engage me.. don’t just survey me

September 5, 2011

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Just completed a post-service call online survey for my auto dealership. While there is technically, very little wrong with the survey, it served to remind me of the critical issues that all business must face when measuring customer satisfaction. The risk for companies is that the survey is transparently too much about the company and […]

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Much a “Social” do about nothing?

July 25, 2011

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Netflix recently announced that it reaches 25 million subscribers which raises the question, was all that social media angst about the Netflix price increase much ado about nothing? Two things should probably be stated before speculating that it probably was: 1> Netflix screwed up. Let’s get that out of the way. There is no question that […]

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Why treat new customers better than “loyal” ones?

June 15, 2011

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The issue has been around for some time but it is worth asking ourselves how much damage brands are doing to themselves by treating new customers better than old ones. The reason for the differential treatment is obvious — it is simply hard to attract new customers and so the offer needs to be better […]

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