HBRChat: Getting Quality Feedback from Customers
Highlights & more from Harvard Business Review's HBRchat held on September 22, 2011. For more information and to view the highlights from previous HBRchats, visit: hbr.org/web/hbrchat/home
Customer survey response rates can be a simple gauge of getting access to thoughtful customer feedback. But experienced survey users know that an effective feedback system has to go well beyond just asking the right questions. This week"s discussion is about how companies can get high quality feedback from their customers. It is inspired by the HBR blog "Are Your Surveys Worth Your Customers' Time?"
CHAT QUESTIONS:
Q1: As a customer, what are the reasons you fill out surveys -- or don't?
Q2: Do survey results make a difference to companies, or prompt change within an organization?
Q3: What steps can companies take to increase participation in their surveys?
The HBR Blog post Are Your Surveys Worth Your Customers" Time?
Are Your Surveys Worth Your Customers' Time? - Rob Markey - Harvard Business ReviewRob Markey is co-author, with Fred Reichheld, of the book: The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, just published by HBR Press. He is a partner in Bain & Company's New York office and head of the firm's global Customer Strategy and Marketing practice.Just released by HBR Press: The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World - Harvard Business Review
by Fred Reichheld, Rob Markey Source: Harvard Business Press Books 304 pages. Publication date: Sep 20, 2011. Prod. #: 10618-HBK-ENG In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?"The HBR IdeaCast podcast featuring the co-authors Fred Reichheld and Rob Markey. . .
- Customer Loyalty in the Twitter Era - HBR IdeaCast - Harvard Business Review6:52 PM Thursday September 1, 2011 | Comments () Featured Guests: Fred Reichheld and Rob Markey, authors of The Ultimate Question 2.0. TrackBack URL for this entry:http://blogs.hbr.org/cgi-bin/mt/mt-tb.cgi/9944 No trackbacks have been made to this entry.
- About the co-author Fred Reichheld. . .
Fred Reichheld - Harvard Business ReviewFred Reichheld is the founder of Bain & Company's loyalty practice, which helps companies achieve sustainable results through improved customer and employee loyalty. He joined the firm in 1978 and has served in a variety of leadership roles, including membership on the nominating, compensation, and worldwide management committees.- QUESTION #1
- ANSWER #1
