Feedback forms that make you go “huh?”

If you want to get good, quality feedback from customers you need to speak in their language not your company’s jargon. Simple and straightforward, right? Well just last week I received two feedback requests from major companies that made me go “huh?” The first request came from Black & Decker. It was six months since [...]

Are company executives afraid of their customers?

  According to the 2006 Customer Experience Management Global Survey by Strativity Group 65.8% of company executives don’t meet frequently with customers. The good news is that this year’s number is down a whopping 1% from last year’s.  Which makes one wonder, why do so few executives talk to customers on a regular basis??? Is [...]

Changing Relationship Between Advertisers and Consumers

A well done video demonstrating the importance of a two-way conversation between adverstisers and consumers.  It also points out how consumers have changed and how advertisers need to change to continue to be relevant. The key is listening to your customers.  This involves doing more listening than talking.  We were given two eyes, two ears, [...]