In tough economic times, how we serve our clients is more important than ever. One of the critical elements to serving our clients well is listening to them, not just before they buy but continuously during our relationship.
The suggestions I make below are things that should be kept in mind for all customer touch points whether it be a conversation or a more formal satisfaction survey.
Measure Success, Not Satisfaction
Many formal and informal feedback efforts measure softer metrics, like, “Do you like our staff” or “Are we easy to do business with.” They ignore the primary measurement, that being, did the product or service get the result desired.…Continue reading