96. Implement surveys & gather client feedback at numerous points throughout the customer experience
(On a side note--thanks to all of you who offered help with my web issues. All is resolved!!)
With the extra time I had on my hands yesterday while my email wasn't working, I finished up another goal on my 101 in 1001 list. Awhile back I read Creating Customer Evangelists by Ben McConnell & Jackie Huba. It talked a lot about the importance of getting customer feedback. The obvious reason to do this is to be able to know what you need to improve on. But it will also help you differentiate your business more; putting words to what makes you unique. So I made a goal to start gathering client feedback at various stages of the customer experience.
Using Constant Contact I created 3 short surveys -- one for after a client books me, one for after the wedding, and one for after album delivery. The hardest part was thinking up the questions to ask. Now that I have the surveys created, it will be easy to implement them into our wedding workflow. I'm excited to have more concrete information from clients. Oftentimes I have a general idea from emails or comments on my blog about how they felt about working with me, but this way I can dig a little deeper. Should be fun to see what results!
(On a side note--thanks to all of you who offered help with my web issues. All is resolved!!)
With the extra time I had on my hands yesterday while my email wasn't working, I finished up another goal on my 101 in 1001 list. Awhile back I read Creating Customer Evangelists by Ben McConnell & Jackie Huba. It talked a lot about the importance of getting customer feedback. The obvious reason to do this is to be able to know what you need to improve on. But it will also help you differentiate your business more; putting words to what makes you unique. So I made a goal to start gathering client feedback at various stages of the customer experience.
Using Constant Contact I created 3 short surveys -- one for after a client books me, one for after the wedding, and one for after album delivery. The hardest part was thinking up the questions to ask. Now that I have the surveys created, it will be easy to implement them into our wedding workflow. I'm excited to have more concrete information from clients. Oftentimes I have a general idea from emails or comments on my blog about how they felt about working with me, but this way I can dig a little deeper. Should be fun to see what results!
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