In a prior blog post titled How to Understand Your Customers Better using Focus Groups, I reviewed the reasons for an organization to want to run a focus group and what the elements were of customer satisfaction research using this technique. This article reviews the preparation steps to run a successful focus group.

One of the biggest problems with satisfaction surveys is that many customers won’t fill them in. Many surveys are boring, asking too many detailed questions and consumers get bothered too often. Internet and mobile technology allow for new methods of engaging customers. Here are some of the old techniques I have seen recently in surveys I have completed, followed by some new techniques you might not have considered. My thanks to Qualtrics for demonstrating these new survey and market research techniques and allowing me to use excerpts from their demo materials in this post.

Small Business organizations often ask how they can gather customer insights without spending a fortune with consultants or research firms. This blog post covers 6 techniques and tools a small business can use to determine the satisfaction level of their customers.

Temkin Group , a customer experience research group that focuses on increasing customer loyalty has published a free report on customer experiences with 143 large US companies. All 143 firms are ranked in this report.

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