Featuring:

Maxie Schmidt, VP, Principal Analyst

Show Notes:

Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for treating feedback as a customer touchpoint.

We discuss:

  • What types of questions should brands ask customers–and which should they avoid?
  • How do surveys reflect the relationship that brands want with their customers?
  • What do customers want out of surveys?
  • How can brands design better surveys?

Additional Resources