Pressing Ahead
By Michael Casey
About Michael
Michael Casey is the founder of Survey Advantage and strategic partner with several printer associations and franchises. By leveraging information from a printer’s estimation and production software, Mike’s business has helped hundreds of printers automate their customer feedback and lead generation process. He may be reached via e-mail or (401) 560-0311 ext. 103. Read printer case studies on the Survey Advantage Website.
How’s Your Customer Satisfaction? Do an Employee Survey.
If employees are happy, they will enjoy working there, and the end result is that customers see the benefits as well. Don’t be afraid to hear what your employees have to say. Most companies fear the worst, but these fears are unfounded. If done right it can be a very positive experience.
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5 Must Dos When Responding to Print Buyer Feedback?
You must acknowledge every customer filling out your survey. If you don’t, expect your future response rates to drop like a rock. If you’re strapped for follow-up resources consider leveraging a standard e-mail template and personalizing to reference something unique in the response. The goal is to acknowledge you to read their response and that you care.
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Ever Get Blamed for a Competitor’s Mistake?
Eric Pearson of Technaprint in Portland received a poor survey alert last week. He called the customer immediately and after listening to the person vent, Eric patiently explained that he had never done a label order for the buyer.
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Speed and Accuracy are the Top Drivers of Buyer Loyalty
Reviewing a sampling of the 12,000 print buyer surveys revealed that speed and accuracy are mentioned consistently when praising or complaining about their buying experiences. Their jobs are on the line and you must make them look like heroes—to their bosses, peers, staff and customers.
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Five Tips for Using Surveys to Retain Clients
Do you know how loyal each print buyer is to your business? Don’t wake up and find you’ve lost a customer. Here are five things you may want to consider in setting up an effective process for getting client feedback.
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