Why Asking the Right Questions is Important
Here's the quick set up: I have a client that sends out a monthly online survey to all closed sales for the month, both "Wins" and "Losses." We track how well the sales process went and if their needs...
View ArticleWhy Are Customers Irrational?
I follow Dan Ariely. He's a wicked-smart-dry-funny-sharply-logical kind of guy. As far as I know he is the industry expert on Behavioral Economics and Irrational Behavior. So when he posted a call for...
View ArticleTry Another Way
When I was in grade school, a fellow classmate fell during gym class and hurt herself. I rushed over to her. I bombarded her with questions like: “What does it feel like? Are you in pain? Do you feel...
View ArticleKeeping Customers Engaged.
My Schwan’s delivery guy, Nihad, just left. I spent somewhere around $65 on food products that I could have purchased at Trader Joe’s and spent closer to $40. I should add I have been purposely...
View ArticleClik here to view.
Sonya ROCKS Customer Engagement
This summer I was lucky enough to take a family vacation with my brother, our parents and our kids to Canada. We started out RV camping in Jasper National Park, and ended at the Fairmont Castle in...
View ArticleClik here to view.
Micro Research Effort on Pot Cookies.
We had an interesting conversation at dinner recently. Let me back up and explain; this was at 8:30 p.m. after back-to-back activities (this is normal at our house, but that’s another chapter about...
View ArticleClik here to view.
Using a Flashlight with Customers
I went for one of my walks-in-the-dark last night. Sometimes I bring a glass of wine in a tumbler cup (my brother and I call it the ‘booze cruise’) and walk on the trail near me with a flashlight....
View ArticleClik here to view.
A Bad Survey Worth Writing About (from the cable company)
OMG I just took a horribly written online survey. I can be critical by nature (ask my teenage daughters) but this one really was bad. It violated the rules of writing smart surveys, asking the right...
View Article