The Secret to Better Surveys with Dr. Matt Champagne

Having a ‘satisfied’ customer isn’t enough these days. How many
people switch phone and TV plans every year or two to get the
better deal, regardless of how satisfied they are? What you need to
do is create ‘lifers,’ and one of the best ways to do that is
through surveys. Yes, I said surveys. But just ‘asking’ isn’t
enough. Today’s guest, Dr. Matt Champagne, is an industrial
organizational psychologist. He has been helping businesses create
better surveys for over a decade. And according to him, most of us
have been doing it very wrong. Discover: The one thing you can do
to make your surveys matter to customers How to ask the right
questions to get the answers you actually need 3 of the biggest
mistakes businesses make when creating surveys Why the ‘autopsy
approach’ should be left for dead If you’re a business owner who
wants to create life-long fans instead of satisfied customers, you
don’t want to miss this episode with Matt Champagne, Ph. D.  
KEY POINTS At 4:00 – Matt talks about what the ‘autopsy approach’
is, and the biggest mistakes businesses make when creating surveys.
At 8:00 – Matt explains his principles of psychology, and shows how
social media would fail if we treated it like we treat our surveys.
At 11:00 – According to Matt, surveys are key to earning lifelong
customers, and he explains the why and how. He also explains why
‘asking’ is the complete wrong approach. At 18:00 – Matt explains
why he doesn’t use the ‘satisfied customer’ approach, and the
surprising way to make your customers happy through surveys. At
22:00 – Matt sums up what makes a great survey, and the short list
of what you need to do to create it.