- May 10 2017
Interview: Surveys – Less Customer Irritation = More Value
In this twenty-five minute interview, customer satisfaction industry expert Laura Sikorski and author John Goodman discuss the importance of customer surveys and the need to find customers who don’t complain even when they are not satisfied.
John asks businesses to differentiate between customer and market research, and he urges businesses to ask customers about problems, to convert survey results into financial implications, and to give feedback to customers who have been surveyed by telling them what was learned and what actions are being taken to address concerns.
President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.