Category Archives: Customer Feedback

Can a simple thank you note to satisfied customers boost patronage by 50%?

I found this study of Leveraging Customer Feedback to Increase Loyalty very insightful.  Please note particularly: In a large field experiment with highly satisfied customers of a Fortune 500 firm in the hospitality industry, the researchers track both customer attitudes … Continue reading

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Can companies succeed by being the UnIncumbent in their markets?

The T-Mobile UnCarrier strategy is producing remarkable results.  Please note particularly: “The Seattle wireless carrier on Thursday announced that it signed up 1.3 million postpaid customers in the first quarter. That’s more new customers than AT&T, Sprint and Verizon combined … Continue reading

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Why do loyal customers post online reviews about products they’ve never purchased?

I found this research by MIT’s Duncan Simester on “Deception” in online reviews very insightful.  Please note particularly: “We are not sure why apparently loyal customers post negative reviews about products they have never purchased. One reason may be that … Continue reading

Posted in Consumer-Driven Innovation, Customer Collaboration, Customer Communities, Customer Feedback, Customer Insight, Customer Loyalty | Leave a comment

Do customers answer the questions they’re asked?

I found this study of the “response substitution” bias very instructive.  Please note particularly: “Response substitution, as the newly identified bias is called, is the process whereby some respondents frame their answers to questions in a survey in such a … Continue reading

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Should you study your customers in the wild or in the zoo?

I found this Don Sull post on observing customers very insightful.  Please note particularly: “To empathise with customers’ unmet needs, managers must observe them in the wild, not the zoo. To better understand the needs of Mexico’s less affluent customers, … Continue reading

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Do your customer surveys breed feedback fatigue?

I found this AP article on customer feedback fatigue thought provoking.  Please note particularly: “Surely, it’s nice to be courted for input, at least sometimes. But some consumers say they’re fed up with giving time-consuming feedback for free, don’t like … Continue reading

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Are your customers telling you white lies?

I found this study on consumers telling white lies by Jennifer Argo and Baba Shiv very thought provoking.  Please note particularly: “Consumers who tell little white lies to avoid confrontation might find themselves rewarding the people who inconvenienced them, according … Continue reading

Posted in Customer Complaint, Customer Feedback, Customer Insight, Customer Service | 1 Comment

Is the customer always right?

This quote from Charlie Trotter was recently featured as a metacool Thought of the Day on Diego Rodriguez’s blog: “You know the old adage that the customer’s always right?  Well, I kind of think that the opposite is true.  The … Continue reading

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Can a company blunt its innovation edge if it listens to its customers too closely?

This New York Times article presents two conflicting perspectives on listening to customers: “CAN a company blunt its innovation edge if it listens to its customers too closely? Can its products become dull if they are tailored to match exactly what … Continue reading

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There is no point in asking consumers -who do not know what they want – to say what they want

This is one of Russ Ackoff’s f-LAWS.  Russ is advocating helping customers find what they want by asking them to design the product or service: “Many new product and service introductions have been disastrous despite the extensive surveys conducted to … Continue reading

Posted in Customer Feedback, Customer Insight, Innovation | 2 Comments