We get many feedback questionnaires to fill, these days. Detailed ‘tick the box’ or ‘circle the response’ questions, often completed in a rush, if at all. Mostly flimsy, half hearted responses. Do we believe in the validity or reliability of data from surveys?
Surveys qualify as ‘talking to customer’. They’re ubiquitous appearing in hotel rooms, flights, online purchases, banking, hospitals, schools. Do these really qualify as customer consultations?
Think, there’s no substitute to talking with customers directly! A simple, structured, engaging, straightforward process. Real, rich rewards if we ask the right questions. Quality is far more important than quantity.
We get to know how customers think about issues, feel, how they make decisions. Get deep inside their minds to understand needs, wants, expectations, behaviours, pains.