Declining survey response rates: why surveys still matter
Declining survey response rates are real and decades old. Why fewer customers answer, why surveys still matter, and smarter, shorter ways to ask them.
Tag
closing-the-loop
6 posts. All topics.
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Customer data quality: don't let inaccurate data stop you from acting
Customer data quality is never perfect. How to judge whether data is good enough for the decision at hand, triage the flaws, and act without fooling yourself.
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Listening to your best customers: do you hear what I hear?
Listening to your best customers takes a separate path from the survey program. How to find them, what to ask in twenty minutes, and how to close the loop.
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Collecting customer email addresses: why can't we, and what works
Collecting customer email addresses fails for human reasons, not technical ones. What the frontline needs, what the customer gets, and how to measure capture.
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Does sales care about your customer program? Sales and CX alignment
Sales and customer experience alignment fails when nothing in the program helps close an account this quarter. Five things to hand sales monthly, two to avoid.
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You're fired: silent churn and the customers who never say so
Silent churn is the customer who leaves without saying so. Four signals that precede it, a monthly who-went-quiet review, and outreach that is not surveillance.
