Here, here!! This is advocacy meeting the private sector in one article.

Matt Morris, Matt Morris

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Here, here!! This is advocacy meeting the private sector in one article.
By: Robert A. Kobek, RRP, President
CustomerCount

Richard Branson on Why We Need More Women in the Boardroom

I recently watched 12 Angry Men — that classic 1957 film about a jury struggling to decide the fate of an 18-year-old man who has been charged with murder. The movie gives you a sense of how the legal system worked in the United States back then, when juries were less diverse. By today’s standards, we would find it unsettling if a jury were comprised of 12 middle-aged white men. So why have so many business leaders been slow to take notice when women are absent from the boards of their companies?

In most developed nations, the percentage of women in the labor force has increased dramatically since the 1950s. When 12 Angry Men was produced, less than a third of American workers were female, whereas today, the U.S. Department of Labor says that number now stands at 47 percent.

Despite this change, men are still much more likely than women to hold senior positions.

“Click Here”:http://www.entrepreneur.com/article/224476 to read the rest of the article.


Why Not Ask Follow-up Questions on Customer Feedback Surveys?

Matt Morris, Matt Morris

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Why Not Ask Follow-up Questions on Customer Feedback Surveys?
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

Why don’t the majority of customer feedback surveys that I complete ask a follow-up question based on my responses? I guess the soliciting organization is fine with knowing I scored their call center representative a two on a scale of one to ten and is willing to move onto the next question. I would think that organization would inquire about why I gave that particular call center representative a score of two. They rarely do. Not truly understanding a low ranking behind a customer’s answer puts the organization at a disadvantage when you look at closing the loop on customer feedback. There is a missing piece of information. All they are left with are generalizations. Organizations conducting any type of customer feedback program should have the capability of asking additional questions in what I term as a “deep dive.” What better way to fully understand what the customer liked or disliked about that particular experience.

CustomerCount© built this “deep dive” function into its platform empowering our clients to gain more strategic information right from the customer. This function helps uncover the root of the customer’s comments. The more customer data you receive on a certain type of touch point, the more you can segment data. This practice is extremely helpful in categorizing the level of loyalty you have with that customer. If you do not have this capability in your survey program, you should find a vendor that can perform this valuable function. I bet you will even learn a couple of new things from your customers by incorporating the follow-up question within a true customer feedback system.


Build Brand Awareness with Customer Surveys

Matt Morris, Matt Morris

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Build Brand Awareness with Customer Surveys
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

How many times have you taken a survey and the company soliciting your feedback barely mentions their name (if at all) on the survey form or thank you page? I bet a lot. In the last week alone, I received three customer feedback surveys from well -known organizations and aside from the email invitations, I could not see any reference to their brand except when mentioned in a question.

Branding your firm when surveying your customers should not be taken lightly. The consumer has already interacted with your organization in some fashion so there is already a bit of affinity in the mind of the consumer. You can build on that by incorporating your organization’s slogan or tag line in the invitation. Also, make sure the email invitation is delivered in a timely basis so the consumer can remember what transpired in that last interaction with an employee of yours.

Once you get the consumer to the actual survey, display your organization’s logo and use its color schemes to strengthen your brand awareness. Depending on the survey vendor you use, there can be a lot of flexibility designing the survey page from using a variety of colors, multiple font types, images and size parameters. Think of the survey as one part gaining business intelligence and one part marketing for future spends.

After the survey has been submitted, reinforce your brand again on the Thank You page. This page not only gives you the freedom to position your brand again, it allows you to drive the consumer to a specific page on your website. Or, position a marketing message for a new product just out or coming to the market place soon. The overall goal in delivering a strong customer feedback experience is to condition the consumer for purchasing more of your product in the future and to tell all their friends they should do the same. So when in doubt, brand yourself.


Obtain Granular Survey Data by Using Multiple Question Types

Matt Morris, Matt Morris

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Obtain Granular Survey Data by Using Multiple Question Types
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

Collecting customer feedback to gauge satisfaction is generally accomplished by asking the consumer a question and having them rate their experience using a five, seven, or even ten point scale. The answers to these types of questions are valuable to an organization as it provides a good overview but does not get to the root of why the consumer had a favorable or unfavorable experience in transacting business. . In order to better understand the overall experience a consumer has with your brand, you need to incorporate multiple question types.

For example, use a rank order question so you can understand what that consumer views most important to them when doing business with your organization. I would even suggest incorporating a verbatim question afterwards to hear firsthand from the consumer why they thought one answer versus another is more important to them. In doing so, an organization can better understand customer purchasing preferences and perhaps the type of customer experience they desire in web chat, e-mail or dealing with a call center representative. At “CustomerCount©”:http://customercount.com/features.php, we rarely have a client using just one type of question because we want our clients to conduct a deep-dive into what will make that customer buy more product and encourage their friends and family to do the same.

Having a variety of question types gives the appearance of a well thought out survey. Just ask yourself, how many times have I received a survey where all the questions are the same? I bet more times than not you receive a survey with just a scaled answer distribution. Pretty boring….So next time you put together a survey to obtain customer feedback, throw in a couple of different types of questions. I think you will be pleasantly surprised by the feedback you receive.


Boneheads and Knuckleheads

Matt Morris, Matt Morris

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Boneheads and Knuckleheads
By: Robert A. Kobek, RRP, President
CustomerCount

I shred, hide, have insurance just in case, and still my private identity information is now somewhere in the underworld of theft.

It seems some bonehead working at my current health care provider left a laptop in their “locked vehicle and the bag contained our computer server back-up media”. Further, they inform me that after careful review, “the back-up media may have contained your name, address, date of birth, social security number, medical record number, insurance information and/or some clinical data”.

The process of ensuring my privacy then was delivered to me, regular mail in this letter (as if there is no sense of urgency). Whatever bonehead left the laptop in a car with my information was matched by the knucklehead that designed the process of protecting me. They suggested I “consider contacting the three credit reporting agencies” and consider enrolling in a free one year membership to a company that would provide me credit monitoring capabilities.

Their screw up ended up being my problem. How is that even close to gaining customer loyalty? It certainly does engage me, though not in the way any business would want. Anyone care to wager they will or will not send me a satisfaction survey to find out just what I think of the process?

The bonehead should be flogged. The knucklehead should be fired. They should both be held to ridicule and a lifetime sentence of having their faces painted red and paraded around the center of every urban city in the United States, all 50 of them.

The service I receive at this provider isn’t all that great, and certainly not worth the risk of being idle. I may not change providers but I am sure going shopping!