Achieving Customer Satisfaction: Asking the right questions
By NEI President & CEO Greg Shortell
Here’s a question for you, how do you delight a customer? What is it that makes a customer come back and buy from you time and time again? A pretty simple question, but the answers are often hidden and hard to come by. Let me put this in perspective. I often get surveys after purchasing a product or service and, in my opinion, the longer the survey the more worthless it is.
There are only two questions that matter. “Would you buy from me again?” And,...