How to Conduct Client Satisfaction Interviews
Posted By Rob Millard - 1 Comments -
Client interviews are obviously an absolutely critical aspect of the ongoing competitive intelligence that any firm needs to be doing. Jim Hasset has two posts on his blog, on how to do these interviews well.
How to Conduct Client Satisfaction Interviews - Part 1 discusses why such interviews are important, how to go about selecting the clients to be interviewed, and who should do the interviewing.
How to Conduct Client Satisfaction Interviews - Part 2 goes into how to go about the interviews themselves. Good, solid ideas for survey questions, especially.
Hasset concludes:
"The most important thing is to get started, and to establish a regular schedule of client satisfaction reviews. It's easy to get slowed down by all the controversies and the options. But every expert agrees that the most important thing is just to get out there and talk to your clients about what they like, and what they need. If you don't, your competitors will."
http://www.robmillard.com/admin/trackback/16342
It's refreshing to see someone advocating talking to people to gather intelligence. All too often the attitude is that one can get everything needed off the Internet. Unfortunately, it just isn't so...