Keep Your Customers Forever Podcast
Season 2 / Episode 005: Don't Autopsy your Audience
Doc Champagne explains why you should never use the autopsy approach when asking for feedback, with examples of how autopsies can go wrong. Instead, use the science-based alternative to get huge response rate and far more accurate and meaningful results.Read More
Season 2 / Episode 004: Why Your Survey Results are So Wrong
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. Knowing your response rate opens much more knowledge than you realize.Read More
Season 2 / Episode 003: What Everyone Overlooks when Gathering Feedback
When you are looking for feedback, you need to ask in a way that people want to help you. Help them want to tell you specifics. Help them want to give more than just a vague blow off answer so you will go away. It’s frustrating to get feedback that you can’t even really use. Learn the simple steps you can take to ask in a way that they will want to respond.Read More
Season 2 / Episode 02: Closing the Loop with your Audience
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.
Season 2 / Episode 001: Goals are for Losers
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 just in time for the New Year!). Instead, you need SYSTEMS, which work for everyone.
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.
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. Here’s why.
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.