Bob Williams

Customer surveys as voice of the customer

February 7th, 2011 | Leave a comment | Tags: , , ,

Using online surveys to talk to your eCommerce customers can be a rewarding as well as painful experience. Painful in the sense that customers will tell you your weaknesses or where your site falls short of their expectations. Yet isn’t that a reward as well?

There are an abundance of online survey tool options available today. The tools make it easy to create, deploy, and analyze results. Yet the value for eCommerce product owners is opening the door to hear the voice of the customer. This concept is so import that customer surveys are a product owner responsibility on the eCommerce organization mind map.

Getting results real-time brings more attention …Continue reading >>

Bob Williams

Starbucks gets the big idea

March 23rd, 2009 | Leave a comment | Tags: , , , , , ,

Have you seen mystarbucksidea.com? Starbucks has gone outside their corporate walls for idea generation and thought. They’ve given their customers a chance to submit ideas to help improve the Starbucks brand and business. …Continue reading >>

Bob Williams

Acting on customer survey responses and input

December 30th, 2008 | Leave a comment | Tags: , ,

Question: Are “you spoke, we listened” campaigns effective?

Recently I was reviewing a set of customer survey responses from a web site I manage and grouping the comments into like categories. One of the take-aways was an action list of things to fix. As I was documenting the items that needed resolution I thought about communications related to “you spoke, we listened”.  Most often you see these type of announcements as a one-off publication through email, blog, forum post, web link, or mailing. The intention is to show the changes made to the product/service based on the input of the customer.

Other advantages to this type of communication include:

It …Continue reading >>