10 Questions With… Rich Fialkoff of Chide.it
I’ve written a couple times before about a one question survey, even investigated different customer surveying models. Obviously, I’m a self-admitted fan of customer surveys. There are also different kinds of surveys for different audiences. On this blog I’ve mostly talked about surveys that fall in the “customer satisfaction” heading, but your customers are only [...]
3 Customer Satisfaction models
I’m always amazed by the number of companies that don’t do customer satisfaction surveys. And yes, I consider independent consultants “companies”. There is only upside to satisfaction surveys and very little downside, in my opinion. Among a myriad of benefits, post-project customer satisfaction surveys: Are a source for great testimonial quotes. Put these on your [...]
Building your brand through Customer Service
There’s been something rattling around in my head for quite a while now. Not quite a full-fledged thesis, but definitely more than a idea. It’s equal parts opportunity, growth and commitment, and it all hinges upon a not so simple question. What the hell happened to Customer Service? I trust I don’t need to make [...]
Survive the recession one customer at a time
I used to work for a large, multi-national consulting firm. I was with them for twelve years, the last three spent in business development and sales. One of the “tricks” for developing customer and prospect relationships, was to send a handwritten note after first meetings and important milestones. My employer had no problem ordering nice, [...]
“Ignite” Your Company Promotion
I just signed up to present at a local event called Ignite Cleveland. It’s an unusual format; the first of it’s kind I’ve been exposed to. I know some of you out there are involved in promotion, so you might find this interesting. Here’s how the event runs, straight from the website: We’re looking for [...]
Turning Buzzwords into Reality
As I reported on previously, last week I had the opportunity to moderate a panel entitled “Using Web 2.0 to Drive Top-Line Growth.” The panel did a great job, with several important themes coming out of the panel discussion and the networking afterwards. We distribute feedback forms at every meeting and while the feedback was [...]
Web 2.0 meets Web 1.0
I moderated a fantastic panel last night for the local SIM Chapter I’m a member of. As a Board member in charge of Programming, I’m always very nervous come meeting night. After four years of scheduling presenters, the one lesson I’ve learned is no amount of planning is sufficient to even guess how the program [...]
The point of that last post
Most of my posts get written at night and then are scheduled to go live the following morning. So it went with my last post on using social networks to build relationships in response to the economic downturn. I had just finished the post and was getting ready to call it a night. I’m not [...]
Dots: Connected – Thanks Chris
I’ve always felt I’m a good “connect the dots” kind of person, whether those dots are people, concepts, initiatives, strategies, etc. In a sense a big part of my job now is helping entrepreneurs connect dots: their business concept to markets, their markets to market pain, market pain to opportunity and opportunity to investment. I’ve written [...]
Do you annoy your customers?
I love that sign you see every once in a while in a diner or dry-cleaners: “If you loved our service tell your friends, if not tell us.” That’s a great sentiment and was probably hung on the wall to send the message that management is truly interested in quality service and being responsive to [...]
