Customer surveys as voice of the customer

By Bob Williams, Leave a comment | Posted February 7th, 2011 in Customer Focus, eCommerce

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 [...]

Starbucks gets the big idea

By Bob Williams, Leave a comment | Posted March 23rd, 2009 in Customer Focus, internet marketing

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. [...]

Acting on customer survey responses and input

By Bob Williams, Leave a comment | Posted December 30th, 2008 in Customer Focus, internet marketing

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 [...]