Meeting or Exceeding Customer Expectations: Consider unique selling points

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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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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Customer Preference: Consider HOW customers want to do business…

Preference, as we all know is about liking something over something else. Customer preference on the other hand is a more complex matter. In simplistic terms, it can be seen as liking a product or service over the others. It is fundamental for a successful…

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Customer Satisfaction VS. Profit

I was reading the other day about how some airlines in the United States with lower customer satisfaction scores had made more profit in comparison to competitors with higher customer satisfaction scores. The article was written a while back (2015), but it doesn’t change the…

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Meeting or Exceeding Customer Expectations – Marketing communications aspect with a practical TIP!

This is a topic that surfaces frequently – meeting or exceeding customer expectations. But first, the two major factors that build up customer expectations are previous experiences and marketing communication. Previous experiences affect directly customer loyalty, most likely resulting in a positive outcome if the…

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Customer Survey Confusion – Clarified

Confusion – in a sense, “Yes”. There is quite a lot of jargon going around within the survey industry (maybe) perplexing some of the businesses planning to collect customer feedback. We use terms such as customer experience, customer satisfaction, customer insight, customer journeys, customer paths…

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Testing in Advance: Customer involvement

The other day I was watching National Geographic series MARS, and the astronaut was struggling with a best practice decision and he kept repeating “test in advance, test in advance, test in advance”. Probably not, because by testing you ensure that the product or service…

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