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Your “drop dead” question for a customer survey

Berkonomics

Here’s the question: Sean Ellis, the marketing guru behind DropBox and other successes, advises clients that “The most important question on a survey is , ‘How would you feel if you could no longer use this product?’” He goes on to quantify the response. Why it’s a great question. What a great test. Other question for a great survey.

Customer 218
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10 Strategies For Boosting Your Productivity At Work

Startup Professionals Musings

The real solution is better productivity and less procrastination, to put you back in control of your business. Jan Yager, a recognized expert on the subject of time management, addressed this issue in the classic edition of her book, “ Work Less, Do More: The 14-Day Productivity Makeover.” Rest makes you more productive.

Product 153
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8 Ways To Ensure Customer Interactions Are Memorable

Startup Professionals Musings

Yet, as a business consultant, I often find minimal focus on improving employee engagement and assessing their customer-facing performance. For example, I commonly see metrics to keep track of revenue per employee, overtime, and absenteeism, but I don’t often see measures of overall customer satisfaction with individual employees.

Customer 147
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A personal story about quality control

Berkonomics

As my enterprise computer software company which produced innovative lodging systems for hotels and resorts grew quickly, we found ourselves straining to keep up with the hiring and training of good customer support representatives, a critical part of the equation then and still so today in the 24-hour environment of hotel front desk operations.

Training 156
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5 New Marketing Rules For Today’s Customer Generation

Startup Professionals Musings

New generations of customers respond better to the “ participative ” approach, where they get to provide input via social media and the Internet. Some call it a move from always “ hunting ” for new customers in the wild, to “gardening” or nurturing loyalty and value from the ones you already have.

Customer 168
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5 Keys to Ensuring Credibility, Trust, and Customers

Startup Professionals Musings

As a long-time business executive and adviser to entrepreneurs, I see a definitive shift away from customer trust in traditional business messages, and the executives who deliver them. I summarize the key elements of the transformation as follows: Customers are seeking control in a run-away world.

Customer 173
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There’s no second chance to create first quality.

Berkonomics

As my enterprise computer software company which produced innovative lodging systems for hotels and resorts grew quickly, we found ourselves straining to keep up with the hiring and training of good customer support representatives, a critical part of the equation then and still so today in the 24-hour environment of hotel front desk operations.

Training 243