Sunday, October 21, 2007

Cutomer Survey Around Specific Interactions for Results

Patty Seybold of the Seybold group is a clear advocate of 2.0 principles for the new services and products paradigm of "bringing the customer in", thus the name of her blog "outside in". So it may be a bit of a surprise to hear her say that a great way of findout out about deep customer issues is "to ask them". Yip, pick up the phone and interview them about their experience. But the key difference is that you might look at interviewing your clients around their experience around a specific process or transaction, not just the "overall relationship". That way you get specific recommendations. Great idea, and pretty easy to set up.

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