Customer Surveys Are Going Mobile

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” That’s how Forrester analyst Roxana Strohmenger puts it, and I agree. As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. Mobile is also opening up opportunities for feedback that goes beyond text and …

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Consumer's Perspective: A Dozen Ways to Get Better Service

I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2. Avoid busy hours. Just …

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