Put your consumers first – think about their experiences with your brand and make it easier for them to transact with you.
Ask yourself these questions. Would you be recommended? Is your consumer happy with you? Were you able to meet their needs – before the transaction, during the transaction, and after the transaction?
As businesses we do pulse surveys to stay in touch with our customers – the idea is to see how well we are doing and how effective each one of our departments might be as we try to service the consumer.
While some brands are more successful than others in getting the consumer to complete the ‘survey,’ what do you think the actual value of that interaction is? Is the purpose of the feedback to give yourself a score or is it to create a genuine ‘fan?’
Why not think about getting your brand to engage with your consumer one on one – put your person to person skills to the test and talk to the consumer about their experiences. Conducting a survey is not about statistics; it is about making friends out of our customers.
Put your customer through the ultimate test – have your prospects talk to your customers. Ask them if they would act as referrals for your brand?
Now, would the consumer say something good about you or your brand when you are not looking?