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?