Keep Your Customers Forever
It is so *avoidable*. Customers who silently vanish, members who unsubscribe without reason, students who don't return for your next course, clients who disengage. In this era of exponential abundance of customer choices, it is simply not enough to have "satisfied" customers. You must learn The 9 Principles of Customer Feedback - the rarely used psychological secrets - that will engage, retain and delight your people, creating a gravitational pull ensuring they will never leave you.
Episodes
An important concept most people don’t consider is WHEN to ask for feedback. It is typically asked at the END of an event - after the webinar or course or vacation, etc. This is known as the “autopsy approach”: waiting until the event is over to figure out what went wrong. But how does conducting this autopsy help your members, students, clients or attendees?
Doc Champagne explains why you should never use the autopsy approach wh...
When we ask customers, clients, members, students, or attendees for FEEDBACK, we must include both the HOW and the WHY in our instructions. The result is meaningful, specific, honest comments from your audience from which you can take proper action.
Forgot to include these two critical components? The result is vague,...
The greatest positive impact you can have on your “audience” (clients, members, students, attendees, customers) is to “close-the-loop”: share back some results you gathered from the surveys they answered. This proves that their voice was heard, shows them how they compare to others and is the biggest WIIFM (what’s in it for me) possible.
Doc Champagne explains why Closing-the-Loop is the most important of the 9 Principles of Cus...
Visit http://matthewchampagne.com/Kirkpatrick/ while you listen to this episode - a special infographic for all Kirkpatrick fans!
Goals don’t work for most people. We’ve known this for 45 years, when “goal setting” as a lone motivational tool was abandoned by even its most ardent researchers. Yet the smooth-talking goal gurus continue to pitch their goal planners, goal journals and goal setting courses (discounted j...
The most critical metric when gathering feedback from our people is the same metric that is totally ignored. If you don’t know your RESPONSE RATE, then you won’t know if your results are meaningful or meaningless, whether interpretable or misinformation.
Takeaways:
- At (1:30): Why your old professor had it right: results are only interpretable if you have high response rate.
- At (3:50): Our gut feeling about surveys is correc...
We can be super choosy. With so many people selling us tools and methods and apps that (they say) we absolutely MUST have for our business or our life, let’s use a solid criterion for selecting. If their proof of results consists of “it worked for me so it will work for you”, then hide your wallet. If the proof is based on independent empirical data and is couched in the solid research of others, then it may be a good choice.
...
We need to stop trying to satisfy our customers, members and clients, and focus on turning them into LIFERS - folks that aren't going to leave us for a lifetime. Here are the 3 billion reasons why.
Takeaways:
You’ve seen others use it and wonder if you should use it yourself: the technique where you segment or bucket prospects. This practice violates several psychological principles and most are methodologically unsound so that you drive people away, gather misinformation and make some people think poorly of you. Avoid it.
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