Direct Opinions’ COO Bob Schultek recent commentary on Seth Godin’s blog post titled “Thinking lifetime (don’t break the chain)” is a good reminder on the value of customer retention. The title of Bob’s piece is direct and to the point–“A Customer Is Never Out of Warranty”—and the lesson is simple: although many companies are willing to invest in customer support, these same businesses would do well to place more emphasis on measuring (and increasing) customer retention. All too often, businesses treat customers differently when their products or services are out of warranty. Instead of seizing this critical moment to increase the customer’s perception of value, we often punish “out of warranty” customers and “break the chain.” We lose the opportunity to help customers, and their loyalty to our brand erodes.
It is easy to see the connection between a superior product and high levels of customer satisfaction, but some of our clients fail to completely appreciate the benefits of properly presenting and delivering their products. We recently completed a customer satisfaction survey for a consumer products client that focused on evaluating overall satisfaction with products and delivery services. Any company that has a significant “delivery phase” toward the end of the transaction can benefit from our findings. Read the rest of this entry »
At Direct Opinions, we spend much of our time designing, executing, and analyzing survey results to help our clients grown their businesses. Although the data we collect during our surveys is of the most use for the clients we serve, some of the information we discover answers the age-old question we hear each day…..”Why should I survey my customers, patients, and clients?” A recent health care patient satisfaction survey conducted by Direct Opinions is case in point. Read the rest of this entry »
A leading supplier of software and hardware for the pharmaceutical industry wanted to evaluate their Account Management process to determine customer perceptions of their recently reorganized customer account management process. The client engaged Direct Opinions to conduct a customer satisfaction survey, hoping to determine awareness of their new account managers and satisfaction with the frequency and content of customer touch points. The survey was designed to answer such questions as “Are we contacting you? Are we providing the appropriate information to you? Do you even know who your account manager is?”
A prominent nationwide chain of automotive repair centers contacted Direct Opinions to conduct customer satisfaction surveys. The client’s repair centers stock thousands of auto parts for various makes, models, and years of customer vehicles. In an effort to monitor and improve satisfaction with key services within their organization, and as a means of evaluating and maintaining product quality standards on an ongoing basis, the client has set a standard “minimum” threshold or satisfaction goal for specific services and related products.