In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s… Continue Reading
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It’s a familiar story: A business starts a new customer feedback program and there’s a lot of hype up front. But a few months later, the program has been forgotten and time, resources and energy have been wasted. Here’s the truth: it’s just as hard to maintain a new program in your business as it… Continue Reading
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In the first three chapters of our Playbook, we’ve discussed why customer feedback is important, how to write questions to get the best responses, and how to get the most responses to your survey possible. In chapter four, we’ll address the next step – assembling the right pieces. It’s important that your organization, from your… Continue Reading
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In the restaurant industry, things change fast. Whether it’s the latest dining trends, expectations of customers, or even technology. It seems there’s always a new and shiny software package that promises to be the next best thing. Claims such as these from your food and beverage reps, or even independent salespeople, are awfully tempting. But… Continue Reading
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In last week’s blog post, I talked about what to do when you encounter an upset customer. The L.A.F.T. system works wonders in recovering guests after an unpleasant experience. But in some cases you’ll want to take that recovery a step further. After speaking with an upset customer, you may want to follow up with… Continue Reading
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The third chapter in our playbook builds off the ideas from chapters one and two: Customer feedback is essential, and so it’s important to write survey questions that inspire honest and accurate responses. Now it’s time to figure out how to actually get our customers to share his/her feedback. We’ve outlined the key takeaways from… Continue Reading
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In the first three chapters of our Playbook, we discussed why customer feedback is so important, how to write questions to get the best feedback, and how to offer incentives and raise awareness to ensure that your customers know about your survey and want to take it. But there’s another step in the process that… Continue Reading
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The question we hear most frequently in the customer feedback industry is ‘ how many surveys will I get?’ And that’s a good question – the quality of the insights you get from your survey heavily depends on the amount of feedback you receive. The answer depends on two things: The quality of your incentive,… Continue Reading
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In the last two chapters of our playbook, we covered why customer feedback is important and how to write questions to maximize the impact of that feedback. For the third chapter, which is coming out later this week, we’re going to discuss how to get your customers to answer those expertly crafted questions. For as… Continue Reading
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In the service industry, we hear the phrase “the customer is always right” so frequently that it has become our mantra. And as frustrating as that can be at times, that’s the way things are. Where many service providers are falling short of living this mantra is in collecting and understanding the feedback that customers… Continue Reading