An important concept most people don’t consider is WHEN to ask for feedback. It is typically asked at the END of an event - after the webinar or course or vacation, etc.  This is known as the “autopsy approach”: waiting until the event is over to figure out what went wrong.  But how does conducting this autopsy help your members, students, clients or attendees?

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. 

Key Points:

• Autopsy approach – what it is and why you shouldn’t use it
• What the best time is to ask for feedback
• Using a Survey Conversation as the better alternative
• Why the timing of your questions encourages others to give their feedback more freely

Your Gift!

Visit http://MatthewChampagne.com/PodcastGift  to download your free infographic of The 9 Principles of Customer Feedback.  I’ll also email you an explainer video so you can quickly and correctly apply these principles to keep your clients, members, students and customers forever.

Learn More:

Read “The Survey Playbook”: Amazon & Kindle

Subscribe to my YouTube Channel to Keep Your Customers Forever

Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here

Let’s connect on LinkedIn

Dr. Champagne named "Technology Visionary" by SURVEY Magazine

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.

Takeaways:

• At (1:30):  Why your old professor had it right: results are only interpretable if you have high response rate.
• At (3:50):  Our gut feeling about surveys is correct - we’re only hearing from the extremes.  Here’s how to avoid this.
• At (4:50):  You would never consider doing this, yet we do it with our customer feedback all the time!

Your Gift!

Visit http://MatthewChampagne.com/PodcastGift  to download your free infographic of The 9 Principles of Customer Feedback.  I’ll also email you an explainer video so you can quickly and effectively apply these principles to keep your clients, members, students and customers forever.

Learn More:

Read “The Survey Playbook”: Amazon & Kindle

Subscribe to my YouTube Channel to Keep Your Customers Forever

Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here

Let’s connect on LinkedIn

Dr. Champagne named "Technology Visionary" by SURVEY Magazine

When we ask customers, clients, members, students, or attendees for FEEDBACK, we must include both the HOW and the WHY in our instructions.  The result is meaningful, specific, honest comments from your audience from which you can take proper action.

Forgot to include these two critical components?  The result is vague, irrelevant feedback that is not representative of your audience.  So simple to apply the HOW and the WHY – just give a listen!

Key Points:

• The worst thing you could EVER tell your audience is “Take your time to help us improve our products and services”.  So why does everyone do this?
• The magic 12 words will demonstrate the WIIFM for your audience and they will respond with the feedback you need to improve
• Don’t ever include “Any additional comments?” or other open-ended items on your evaluations or surveys – will cause you great harm

Your Gift!

Visit http://MatthewChampagne.com/PodcastGift  to download your free infographic of The 9 Principles of Customer Feedback.  I’ll also email you an explainer video so you can quickly and effectively apply these principles to keep your clients, members, students, and customers forever.

Learn More:

Read “The Survey Playbook”: Amazon & Kindle

Subscribe to my YouTube Channel to Keep Your Customers Forever

Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here

Let’s connect on LinkedIn

Dr. Champagne named "Technology Visionary" by SURVEY Magazine