Improve Social Media Advertising

Do you find it troublesome and time consuming to conduct customer surveys? I am referring to the process of designing, implementing, managing an online survey and finally analysing the results. For most businesses the answer is yes. What about Social Media advertising – Do you…

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Design a Customer Survey Based on the Likely Causes of Customer Dissatisfaction

This is actually a very effective method to design a customer survey, especially concerning the businesses that have a high turnover of new customers e.g. retail or hotel businesses. Instead of thinking customer satisfaction through general indicators such as – “How satisfied were you with…

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Meeting or Exceeding Customer Expectations: Consider unique selling points

In January 2018 I wrote an article called “Meeting or Exceeding Customer Expectations – Marketing communications aspect with a practical tip!” It was concluded in the group discussions that followed – the best practice is to: (a.) KEEP the promises made in the marketing communication…

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Measure Project Success: Ask for feedback

Whenever you are running a project with tens or hundreds of stakeholders, it is a good practice to do a quick survey with all the parties involved once the project is completed. Even though “on the surface” the project seems to have gone without any…

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The Benefits of Collecting Employee and Customer Feedback – Simultaneously

Conducting a simultaneous employee and customer satisfaction survey is likely to be highly beneficial, especially for larger organisations. We already know that the two are interlinked – satisfied employees ensure the happiness of customers. This is more or less self-evident. Now, let’s assume the following…

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5 Typical Design Flaws in Online Customer Survey Questionnaires

When a customer survey is properly executed from start to finish, it is one of the best, if not the best information tool there is to be used for business success. Here is a list of typical design flaws that I frequently come across when…

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Customer Surveys: Consider collecting psychographic data

This may well be a somewhat overlooked aspect in customer surveying – I am referring to respondent information. Traditionally, the most often included questions are related to age, gender, country of origin, marital status and level of income (demographic data). The primary purpose for collecting…

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Paying Close Attention to Customer Satisfaction is Unnecessary…or is it?

This is a little controversial topic. That is true – demand may fluctuate from year to year, purchasing trends may come and go, customer motivations may vary etc. without having any impact on customer satisfaction. Also, some business sectors may not view high customer satisfaction…

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Better Guest Satisfaction Measurement: Smaller accommodation establishments

This method is straightforward and likely to work very well on any accommodation establishment with less than 50 rooms e.g. Bed and Breakfast. The standard way of measuring guest satisfaction or guest experience is to use a numeric scale with variation from 1-10 or from…

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Clicks and User Engagement: The interpretation difficulty

When we are searching for a specific piece of information, we usually start browsing with keywords. This process tends to leave us with multiple results that we go through by clicking, and sooner or later we may find the exact information we are looking for….

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