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Tag Archives: customer satisfaction
What Are You Hoping to Learn From Brand Research?
Understanding your brand is an important part of building your business. But for small companies new to the research arena, brand research can be a strange new world. Companies perform brand research for a variety of reasons. New companies try to find out how to leverage their brand into the marketplace. Other brands try to learn how to expand their brand. Still either companies use it to figure out where to lead the company. Read more…
Is It True That Customers Cost More To Attract Than to Retain? Part 2
Essentially, the idea is that customer profitability is more important than anything. Retention isn’t necessarily more valuable or more important than customer attraction. A great deal of it depends on what industry you’re in, how you price your products, and which customers are coming back. Certainly any company that operates at a loss for any of its recurring customers could be losing more money on retaining customers than attracting them. Read more…
How to Develop a Customer Retention Strategy Part 2
It’s always important to attract more customers. But once you’ve attracted those customers, you need to keep them within the company. It’s considerably better for your revenue (potentially more valuable than finding a new customer) and makes good business sense.Always remember to consult your customers to see what’s causing them to leave and what they need to remain with your company. Only then will you really be able to create a retention strategy that works. Sign up with Survey Methods to get started. Read more…
Benefits and Weaknesses of Mouse Tracking for Website Design Usability Testing Part 3
Mouse tracking absolutely has its uses, but those uses are limited. Luckily, it’s a cheap and easy tool that can be used by any business that has a website where usability is factor. You shouldn’t depend on mouse tracking for conclusions, or even necessarily to draw business decisions, but if you know how to use the data it isn’t a bad choice. Read more…
Benefits and Weaknesses of Mouse Tracking for Website Design Usability Testing Part 2
If your only goal is to understand mouse movements, mouse tracking has few weaknesses. But that’s not the primary goal of mouse tracking. Mouse tracking is usually meant to be a form of customer satisfaction research or market research – viewing how people interact with your site with their mouse and learning what you can change to improve clicks, hits, optimization, branding, and more. Read more…
Benefits and Weaknesses of Mouse Tracking for Website Design Usability Testing Part 1
Website usability is becoming a more and more important part of customer satisfaction. Regardless of whether or not your business is primarily online, your customers (and potential customers) likely interact with your website often, and that makes it important for you to develop a website that not only suits their needs, but also sells them on your products and services. Read more…
Boring Topics and Questions: Are They Affecting Your Data Collection?
There is no real right or wrong answer. Don’t forget that you have the option of inserting boring questions into shorter, more exciting surveys, and you can always run smaller studies to support boring decisions while saving the larger studies for the more exciting surveys. But really, it largely depends on your company’s own preferences and how you’re going to work with the data. Either way, our company’s platform will always be available. Read more…
Are You Getting Feedback When You Need It Part 4 – Follow Up of The Follow Up
This is a much better method of collecting data and treating the customer with respect than the one that PayPal originally implemented. It immediately asks for feedback, and it directs the customer to the appropriate links if they did not feel their question was answered, so that they can get help from other avenues. This is the way PayPal should have run their customer service, so kudos to Elance for doing it well. Read more…
Are You Getting Feedback When You Need It?
Asking for feedback is an important part of a good business strategy, and the PayPal example serves as a reminder to how important it can be. Because creating a change that drastically affects customers without finding out if that change is providing customers with the experience they need to be satisfied can be indicative of a serious problem. Read more…
The Cyclical Effect of Satisfaction Research
Customer satisfaction starts by creating a plan. What are you going to research, how are you going to research it, and what you plan to do with the conclusions. From there you perform the research, paying careful attention to best practices. Then you follow that up by analyzing the data. Finally you implement the changes. Read more…
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