For those of us in the US, the Thanksgiving Day holiday is just a couple days away. Millions are flying, driving, cleaning and cooking, all while trying to keep the wheels turning at work for another day or so.
The run-up to Thanksgiving is often busy, and for some it can feel overwhelming. The Google search term “holiday stress” is up 60% in the past seven days alone.
With that in mind, why in the world would we want to make Thanksgiving a habit?!
With all the talk of social media and its importance in marketing and lead development, sometimes the importance and value of the sales representative in the B-to-B environment are overlooked. This concept was reinforced to me this week while working on a project for a client.
We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. Our client, like many, has a network of dealers that sell and support their products to the end-user. They wanted to know which of the questions on the survey were most strongly correlated with overall satisfaction and likelihood to recommend.
In this blog, I want to share how one company, Carocon Corporation, has created client loyalty in an industry not know for much loyalty.
Carocon Corporation is the fourth largest apartment contractor in the US. They build over 2,600 apartment units annually. I have had the privilege of working with the company since early 2000 and currently serve on its board of directors.
Customer surveys can help companies measure customer loyalty and identify opportunities for operational improvement and innovation. Done right, they leave customers feeling valued and your organization better equipped to serve them.
To give your business the best chance of running an effective survey, besides applying technical best practices it helps to know how the process may feel to members of your organization along the way.
Below are five common emotions we see our clients experience in the course of performing a customer survey, along with tips on how to manage them: