Tag: customer satisfaction research

How to win more business and earn raving fans

Take 1 hour this Friday and gather your employees. Ask them the following question: “What can we do to make our customers more happy?” It’s important to get insights from a cross-section of your business, not just your marketing department. Why? Your front line employees probably understand your customers better than anyone who works behind […]

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Do you have a customer empathy suit?

Fast Company recently published a story about researchers who created bodysuits to mimic the mobility, motion, function and balance of a Baby Boomer’s body. Why? Because these researchers wanted to understand the challenges that this aging generation encounter doing even the most mundane tasks. They uncovered a lot of insights by strapping on the suit… […]

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Do you know why your customers buy from you?

When I worked agency-side, I spent more time than I care to remember behind one-way mirrors in research facilities. I sat in dimly lit room after room surrounded by bowls of peanut M&Ms, chips and all the bottled water I could possibly drink. I watched and listened as groups of 6-8 ‘consumers’ dissected their experience […]

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