9 Ways to Provide Stellar Online Customer Service

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Customer service: It’s something that has always been a necessity. But nowadays, you have to offer more than just the basics. People don’t want to be put on hold or have to wade through tons of text on your website just to find your contact info, and they certainly don’t want to have to wait hours and hours for a response to their queries. In today’s fast-paced world, your customers will want to get a hold of you, and they will want to do it quickly and easily. So how can you make sure that you’re streamlining the process and keeping your customers as happy as you can?

Create the essential “FAQ page” first

If you create a page that specifically addresses the questions you receive the most frequently, this can cut unnecessary contact off before it begins. While this might sound a bit “cold”, people will appreciate the chance to find a solution to their problem without having to go to the trouble of calling or emailing. So take note of the questions you’re getting the most frequently and take the time to put together a clear, concise, and easy-to-find guide that can help your customers solve any simple issues on their own.

Create a customer-service schedule and strategy in line with your business model.

What do we mean by that? Well, for example, if you’re an emergency plumber, you’d better have someone available 24/7 to answer questions–if you claim you’re open 24 hours a day, you need to be able to back that claim up.

On the other hand, if you’re a dog walker who only works Tuesday through Friday, be sure you have your phone connected to your email account and check it occasionally while you’re on call. You might also want to check your social media once or twice a day to make sure you can address any of your customers’ needs or requests. This should be more than enough for someone who works part-time and interacts with clients so personally.

Finally, if you’re a larger operation, you’ll need to set up some kind of customer service department–no ifs, ands, or buts about it! (I.e., you can’t make the graphics department also do customer service in their spare time, because that’s just inefficient for everyone!) Make sure that your customers don’t have to wait for extended periods of time to talk to a representative, and perhaps most importantly, hire customer service professionals who can answer questions professionally and calmly–it’s a tough job, but there are some out there who really excel at it. Find them!

Be compassionate

Your customers will be out for blood sometimes. Sometimes they’re justified in their vitriol; other times not so much. But that doesn’t mean that they shouldn’t all receive a quality customer service experience. As mentioned above, hire thick-skinned customer service people who can be compassionate toward your clients–especially under the most stressful of situations. So, if you have a livid customer ready to cancel with you, rather than saying something like:

“We’re sorry for the inconvenience.” (Sounds robotic and scripted)

Try this instead:

“I can certainly understand why that would be frustrating. Let me take care of this right away for you. I’ll send this case straight to a manager.”

It shows that you understand his or her urgency and can empathize with them.

Speak like a customer

This is a biggie, and one that people probably forget about a lot: Refrain from using technical jargon. It can be difficult when you’ve worked with your products for so long–it becomes like second nature to use jargon. But it just confuses and frustrates most people who want customer service. So put yourself in their shoes and think about what they need. Do they need an answer to a simple question? Answer it simply. Do they need help with troubleshooting? Be patient and describe things in detail. Thinking and speaking like your customers do is essential to providing a superior customer service experience.

Have resources readily available

No one wants to call in and hear someone say, “Let me check into that… I’ll get back to you”. While you obviously can’t be prepared for every possible situation, you can be prepared for most of them. Be sure to train your customer service representatives thoroughly and make it a requirement that they be able to walk customers through the most commonly-seen situations. For situations that are less common, make scripts and resources readily available. Knowing that the answers are at their fingertips lets your employees relax a bit, and it also sets them up for a higher chance of success in helping a customer with a more complicated case, if it becomes necessary to do so.

Be available on social media

Some businesses go on social media because everyone else is on social media. They send out periodic updates and go about their daily routine without much further thought to their social media strategy.

This is a mistake. Not only do regular updates and interactions with your fans and followers help you grow your potential customer base, they also provide a prime foundation for customer service. When your customers contact you through social media with questions or concerns, you should respond to them accordingly. They’ll appreciate it, and you’ll be able to publicly demonstrate your concern for your customers’ needs.

Be timely–whether through email, social media, or by phone

No matter how you choose to address your customer service needs, there’s one thing for certain: You need to be prompt in your responses. As noted above, customers do not like waiting very long for assistance. In today’s fast-paced, technology-based world, they expect an email, phone call, or online chat system so that they can quickly get the answers they need. Check out Zendesk if you need some help streamlining the process.

Offer security

While we’ve been stressing the need for online customer assistance, there’s one big issue that you’ll have to address: Customer security (especially if you do online chat). You want to make sure that the customers understand where and when it’s appropriate to share sensitive data. For example, if they email you, they could include a brief description of the problem and a way to contact them, but they shouldn’t include sensitive data like credit card numbers.

Some more examples: If calls are recorded, of course you must let the customers know. Online chat systems must be done through secure software, and you should always let the customers know that their privacy will always be maintained. If you still want to take customer service requests through email, you could consider having a secure form that they can fill out, and that will be automatically emailed to you.

Be overly courteous

While this is true for anything said over the phone–being empathetic, offering friendly solutions, using the customer’s name–it’s especially true for anything put in writing. You and your team members might think you’re being polite, but sometimes text gets misconstrued. It’s not an uncommon thing, actually. So what’s the solution? We think it works well to be overly polite and courteous. It sounds a bit pandering, but it’s better to err on the side of being too friendly rather than cold or indifferent.

So what do you think? Are there other tips you’d suggest for stellar online customer service? Let us know in the comments!

Internet Local Listings is an internet advertising company in Santa Ana, CA, serving clients across the country with the best website marketing services available in the industry. Visit us here for more information, or give us a call at (888) 770-3950 to discover how we can help you be seen online.

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10 Ways a Business Website Can Help You Succeed

how a small business website can help your company

1) It’s the first impression people get of your company.

If you Google a business and click through to their website, what do you expect to see? Probably something that looks like it was professionally designed, is easy to navigate, and contains the information you’re looking for. Right?

Well, that’s what people expect when they go to your site, too! So if your website doesn’t look professional, you can bet that your hard-earned visitors are likely to click the back button–and never return.

2) When people search for your goods and services, they want to be able to browse before they buy.

Let’s put ourselves in the shoes of the customer again. If you’re searching for, say, a new Chinese restaurant to try, what information would you like to find before you commit? A restaurant location is nice, as are photos of the building. But more than anything, you probably want to see a menu, right? Of course! So when customers are looking for your services and products, they want to see what you offer before they commit to giving you their business. Give them a chance to explore and make sure to wow them right off the bat–you stand a much higher chance of them actually giving you their business this way.

3) If people can’t find your website, they assume your company is probably not up to date. Some may even assume you’ve gone out of business.

It’s 2015. The internet has been booming for quite some time. Plus, isn’t it true that everyone has a website these days?

Well, there are still a surprising number of companies that don’t have a website. And you know what happens to them? They get overlooked because people want to get accurate information quickly and easily. They want it on their time. And there’s simply no better way for people to find good information on a small business than by searching online. Don’t let your customers think your company isn’t “with the times”, or worse, has gone out of business. Show them you’re alive and well–and ready for their patronage!

4. Your company appears more trustworthy with a website.

When you build a website, you’re investing a lot of time and energy into your marketing strategy. You’re putting yourself out there so that your customers can connect more easily with you–and if you do it right, you’ll appear more trustworthy to them. Investing in a secure website with a sleek, professional design shows your customers that you really care about your their time and needs. By delivering a great experience, you’ll have established a strong foundation for their trust.

5. Websites can quickly sway a customer into choosing you over your competitors–if you impress them.

Let’s say you’re trying to choose between two places to buy a bike for your kid. One place has a crappy website that looks like it was last updated in 1996 and doesn’t bother to list current inventory or prices. The other is designed nicely, has videos and photos of the store and current products, and offers the chance to speak with an employee by typing into a chat box. Which are you going to be more likely to stick with? ‘Nuff said.

6. You can connect with your customers ways that phone calls would never allow.

When you’re calling to speak with a store employee, they can only do so much for you over the phone. They can answer simple questions and describe things to you to the best of their ability, and sometimes, that’s just what you need.

But what happens if you are able to contact someone through a website? You get to reference photos or attach items in an email for clarification. You can send the owner a message after business hours and know that they’ll respond when the store is open again. There are way more ways that you can connect with a customer virtually than via phone, and that’s why a website is a necessary tool to have in your toolbox. Sometimes customers prefer to contact you through your website.

7. It’s a spot where you can count on people visiting you for years to come.

Social media networks might come and go, but as long as you put effort into your website and continue to pay for hosting, you’ll have a permanent spot on the internet. It’s dangerous to build an entire following on something that’s as ephemeral as social media–there’s always something newer, bigger, and better out there. So if you maintain control over your own little space on the web, you’ll be better off in the long run.

8. It’s easier for appointment-based businesses to cater to customers.

Let’s say you run an appointment-based business such as a hair salon. Wouldn’t it be nice for customers to be able to schedule appointments online? You’d be free to work with customers rather than constantly answering the phone and booking appointments. If you offer a mobile service such as plumbing, it’s handy for people to be able to see how far you travel and when you can come to help. By offering online scheduling, you eliminate the need to constantly answer the phone to help customers. Of course, this doesn’t mean you should get rid of the phone altogether; rather, it simply allows you to utilize other methods of serving your customers so that you can do your job to the best of your ability.

9. It offers a showcase for your reviews.

If you have a bunch of positive reviews, you can show them on your website! Reviews from multiple sites, such as Google, Yelp, and Angie’s List, will show customers that without a doubt you care for your clients and go the extra mile for them. You can even ask people for a testimonial to feature on your website! Your clients and customers will love to be involved with your continued success if they value your services.

10. You can showcase different kinds of media than you could anywhere else.

Want to put together videos? You can do that with ease on YouTube and link to them on your site. Want to start a newsletter so your customers can always stay caught up with your newest offers? It’s simple to do that when you have your own space on the web! You could even choose to offer a virtual tour of your office or services so that your customers can get to know you before they even step foot inside your business. You can do all of this at your website in the way you want to–and you would never be able to offer these great bonuses via phone or newspaper.

Can you think of any other reasons that companies should have their own website? Let us know!

Internet Local Listings is an internet advertising company in Santa Ana, CA, serving clients across the country with the best website marketing services available in the industry. Visit us here for more information, or give us a call at (888) 770-3950 to discover how we can help you be seen online.

Why You Need to Be Using Social Media for Customer Service

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The way you choose to interact with your customers online can really set the tone for your business. If you’re responsive, engaging, and present a positive image for your company, people are more likely to interact with you and spread the word.

On the other hand, if you’re quick to pick fights with customers who complain or you’re not willing to listen to constructive criticism, you might find yourself in hot water faster than you ever thought possible–social media lets information travel far faster than word of mouth alone, and the effects last a long time. It’s really difficult to clean up a tarnished image in the digital age!

This is why your social media platforms need to be regularly maintained and easily accessible to your customers. Let them feel comfortable reaching out to you via social media. When you do communicate with your customers, be polite and understanding. Providing great customer service should be your #1 priority on social media–just as it should be elsewhere.

Companies that rock customer service via social media: JetBlue and Seamless

If you need a little bit of guidance in getting started, check out the customer service that JetBlue provides over Twitter. They engage with their customers in a timely and positive manner. And the don’t just interact with the customers who are happy–instead, they take the time to find the people who are talking about their company negatively, and they do their best to remedy the situation. That’s going above and beyond for their customers, and it has netted the airline a great reputation for customer service.

Seamless, on the other hand, takes a slightly different approach: They’re available 24 hours a day to help you with any troubles you might have, from a late order to a technical glitch on their website. No matter what problem you’re facing, you can tweet Seamless and they’ll get someone to help you ASAP.

How can you emulate JetBlue’s practice as a small business?

First monitor social media channels for mention of your brand’s name. When you see people talking about you, make sure you engage with them: If they’re saying something positive, retweet them or “like” their post. Leave an encouraging comment thanking them for taking the time to share their thoughts. If they’re saying something negative, put on your best happy face and try to find out why they’re disappointed. If you can remedy the situation, others will see that you care–and they’ll be more likely to remember you positively!

How can you emulate Seamless’s approach as a small business?

Obviously most small businesses can’t have someone there to help customers 24 hours a day. But what you can do is make sure that a dedicated team has access to the social media accounts. Does your webmaster run the technical side of things while you man the helm? Make sure he or she can deliver timely news to you about any website errors or downtime; or, alternatively, allow him or her to have access to the accounts to let customers and fans know for you. Make sure you respond to questions as soon as you have the chance, and your customers will thank you for it. (Customers expect a fairly fast response time–the average Twitter response time is 5.1 hours, with 10% of companies answering within an hour, and 93% of companies answering within 48 hours.)

Run a medium-sized company? Take cues from Nike and Blizzard Entertainment.

If you get fairly high traffic on your company website or on your social media pages, you might want to try creating a separate handle for your customer service. You can see how Nike does it here–look at the number of tweets that have come from that account! However, with a team dedicated to providing customer service managing this account, you can bet that anyone who needs help can get it faster than if they were to call. It’s also a great option for your customers who can’t speak and/or hear–there are TTY phones that Deaf and hard-of-hearing customers can use, but many would prefer to bypass that and use social media.

Blizzard Entertainment also takes this approach. Whenever servers are down, a website glitch pops up, or a game is getting a new patch, @BlizzardCS tweets about it. Players can also tweet at this account to report bugs or to let the team know of server issues. people have even reported in-game harassment here. By providing an account separate from their main game accounts, they’ve created a dedicated space to better assist customers without any game promotions or advertisements between tweets.

How can you make a dedicated customer service account work for you?

If you have the budget and resources to pull this off, go ahead and make a separate account. Hire a dedicated team to manage the account, and make sure they’re trained with customer service and dispute management. Make sure that they understand your company’s voice and your brand image. Finally, put a fail-safe in place: Allow them to direct the customers to a phone or a separate email if the situation is too complicated to deal with via text.

Tips for Excelling at Customer Service via Social Media

  • Have a priority list. Respond to things like technical issues or direct complaints first, and general comments (complaints or praise) last.
  • Set a goal for a response time–and track your success rate.
  • Are there questions you get more often than others? If so, you might want to consider an FAQ page on your website or putting together a guide covering the basics of your products and services.
  • Consider where your customers are. Most of our examples are from Twitter, but if most of your customers are on Facebook, implement your customer service strategy there.
  • Know when to take your issues away from social media. As mentioned above, there always needs to be a fail-safe. Not all customers can be appeased via social media. Make sure there’s a way for them to contact you with the method they prefer.
  • Monitor conversations about your brand and try to reply and remedy any complaints, even if they’re not directly tweeted/messaged to you.
  • Finally, keep your cool under all circumstances. Never, EVER respond when you’re angry. Step away from the computer if you’re about to tweet something angry. Even if this slows down your response time, it’s better to reply when you’re able to do so professionally–in a way that won’t damage your brand.

Internet Local Listings is an internet advertising company in Santa Ana, CA, serving clients across the country with the best website marketing services available in the industry. Visit us here for more information, or give us a call at (888) 770-3950 to see how we can help you be seen online.

How to Use Social Media for Customer Service

We’ve talked in the past about how a company can use social media to improve business: From keeping your existing customers happy through regular updates and promotional offers, to creating and promoting valuable content to draw in new customers, social media can be one of the most powerful tools in a small business owner’s toolbox.

But that’s just one way to use social media. Drawing in customers isn’t the only thing you can do efficiently with it—you can also appease existing customers by using your social media accounts to quickly provide excellent customer service.

In this article, we’ll give you a few tips on how you can easily start making use of your social media accounts to provide customer service!

 

Social Media is More Efficient

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When you visit a website for technical assistance or support, you expect to easily find the company’s contact information. No one wants to click around and dig to find what they came for. Customers also don’t want to fill out some contact form and wait hours (or sometimes even days) before someone finally gets back to them. Nor do they feel like waiting on hold! Nowadays, people want immediacy–in fact, they demand it.

Using social media for customer service allows you to achieve that immediacy.

Of course, the downside to this is that you’ll have to have someone available to answer all customer support questions quickly. But if you’re serious about providing these services for your customers, there is a simple way to do this—interns, social media managers, and/or smart phone apps. Depending on your budget, you may only be able to afford one of these things, but with a little effort, you can find a way that works for you.

 

Catch Negative Feedback Before it Blows Up

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Another way you can use social media for customer service is to monitor your brand name as well as specific keywords: specifically, for complaints about your brand. If you reach out and respond to these complaints quickly, you may be able to smooth over some of the problems that customers are having, and provide a satisfactory solution.

Ideally, you should be doing this on a daily basis. Your customers expect quick feedback to their complaints, and negative posts can spread faster than you expect them to! By making an effort to assuage these issues at the very beginning, you may even be able to get the person to delete their post. It’s worth a shot.

However, you should take note that searching for customer complaints to respond to is really the most effective when the complaint has been made publicly.

What do we mean by that?

Well, if the complaint in question is part of a twitter conversation that seems casual, such as between two friends, it’s probably not a great idea to butt in. Many times, people feel like brands monitoring them too closely is bordering on creepy!

So, long story short: Use your best judgement and try to intervene in sticky situations when you think it will do the most good.

 

Use Social Media to Respond to Questions and Requests

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If you see your customers asking you the same questions over and over, you will probably have to make some changes around the office. Whether your customers are unclear about your pricing options or have questions about shipping and delivery, you can use their feedback as a way to bolster your business and make it even better. Ensure that your customers can find the answers to their commonly-asked questions efficiently: Then, you can offer a number for them to call or ask them to connect with you on social media if they have any further suggestions for you, or need any extra clarification.

Think of it like a free, non-invasive way of asking your customers to take a survey. You get all the good feedback at no cost to you!

 

Hopefully, with these tips, you can begin to make some improvements to your customer service strategy. But we’re sure there are plenty of other ways you can go about it. Can you think of other ways that you can use social media for customer service? Let us know in the comments below!

Back to Basics #22: Small Business Marketing for Local Storefronts

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Here at Internet Local Listings, we focus on helping our small business clients with all of their online marketing needs—social media, websites, and managing local listings for a variety of business directories. This is an important part of your small business marketing plan, because being seen online is integral to your success as a business in the modern marketplace. And, as you know, it can be a bit confusing and time-consuming to handle all this on your own. Having help is a great asset in this case.

However, what we aren’t able to help with is the management of your storefront. That might sound obvious, but an important aspect of small business marketing that many people overlook is the effect that a storefront’s appearance can have on a customer. You already know that first impressions matter when you’re on a job interview or first date, and the same can be said of a customer’s first visit to your business—a store’s appearance can have tremendous influence over whether a person chooses to return or not. In this article, we’ll talk a bit about how appearance can affect a customer’s decision to purchase or leave, as well as how keeping your store beautiful can help create more online interactions and engagement.

A Storefront’s Appearance Matters.

According to a study done at Retail Customer Experience, more than two-thirds of the surveyed group had avoided a store simply because the storefront was unattractive, outdated, or dirty. Although it might be a bit difficult to make a building look newer than it is (particularly if you share the building with other offices and have no control over renovations), it’s always possible to keep the inside of your store looking neat and tidy.

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Keeping your storefront neat and clean is one great way to impress customers.

Image from I Loved New York.com

Keep the Place Smelling Fresh.

Aside from keeping your store’s appearance tidy and clean, you’re going to want to make sure it smells okay. This might seem as obvious as keeping it clean, but if you’re, say, a car mechanic and you’re used to the smell of oil, you might not realize how off-putting it can be to some people. While you obviously can’t control the smell of the vehicles you’re working on in your shop, you can control the smells in the lobby. Brew some fresh coffee. Set up snacks. Keep everything wiped down and clean; keep the doors to the shop closed to prevent extra noise and smells sneaking in. Finally, you may want to use this as an opportunity to promote some great-smelling air fresheners!

This goes for any industry, however. Even if you run a bookstore (and many people love the smell of books), make sure that everything is clean without overdoing it on the “chemical” smell.

The “First Ten Feet” Rule.

According to Rick Segel, author of Retail Business Kit for Dummies, you must offer a price-sensitive incentive for customers to continue shopping within the first 10 feet of the door. For example, this could be a special offer you’re running, a promotion for your store’s top-selling product, or even a poster board offering information on local community events. Whether you’re in the business of selling auto parts or you offer home cleaning services, you can always find some related community events or classes that would appeal to your clientele. Don’t be afraid to get creative—have some of your customers asked questions about the availability of a specific product? Have they asked where you could learn more about your business? Maybe they just simply get lost on the way to the bathroom! Do whatever you can to help them feel welcome and at home in your store, and they’ll be likely to remain long enough to explore. Plus, you may just earn yourself a repeat customer!

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Clean stores with nicely-arranged displays entice customers to stay and shop!

Maintain Your Store’s Fixtures.

Sometimes your store is clean, your employees are welcoming, and the place is set up to draw the customers in—but people just aren’t staying. You’re confused and you’re wondering what could be going wrong.

  • Take a step back from your store. Walk into it again as if it were the first time you’d ever set foot in it. Now, you’re probably so used to it that this will be difficult for you, but try really hard to place yourself in your customers’ shoes. Here are some key things to look for:
  • Are your displays are neatly arranged? Do they look up-to-date? An old, faded poster or a messy stack of “clearance” products might make your store look disorganized.
  • Do the lights seem too dim or too bright? If they’re too dim, it might make your store look unwelcoming or shady—which is, naturally, off-putting to customers. If your lights are too bright, it can make customers feel uncomfortable, too, because who wants to feel like they need to wear sunglasses inside of a store?

Finally, make sure your staff is friendly and welcoming.

Make sure there’s always a manager or knowledgeable person available to answer your customer’s questions. And of course, ensure everyone looks his or her best to keep with the professional appearance you’ve worked so hard to instill in your store.

The wonderful part of keeping your storefront clean and inviting is that it will cross over into the online realm. People will be happy to leave you positive reviews. They’ll want to follow you on Facebook or Twitter to see what your new specials are. They’ll refer friends and family. Remember that this is all part of the bigger picture–getting the word out about your fantastic business!

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Welcome your customers and make them feel at home! Maybe don’t dress as Dracula, though.

Small business marketing is complex. It’s a mixture of online finesse as well as a little bit of good, old-fashioned business skills. While the marketing experts at Internet Local Listings can help you with the internet marketing part of the equation, we can only offer tips for the local aspect of it! We hope you’ve found these helpful!

If you have any tips or suggestions, leave them in the comments below! And be sure to subscribe for regular updates from our small business marketing blog.

Should You Ask Your Customers to Take a Survey?

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It seems almost everywhere you go now, there’s someone asking you to take a survey. Go to a store, and there’s a request to take an online survey on the receipt. Visit a website, and there’s a pop-up asking you to take a survey after you finish your shopping. Call about a bill, and sure enough, you’ll be asked to take a survey at the end of the call.

If you can time it right, it might be worth it.

You’re a business owner. You need to know how you’re doing with your business. If your customers are unhappy, what can you do to remedy that? And if your customers are happy, could they be happier? The only way you’re going to find this out is by asking them directly.

According to an article at Microsoft.com, it’s definitely worth it to send out surveys. The issue is knowing when to do so. You don’t want to send out a snail-mail survey two months after the customer has visited your store or purchased your products. Depending on your type of business, it might be effective to have them take a survey while on your site; others, it might make more sense to follow up a week after a visit. You’ll have to do some research and use some common sense to determine when you’ll get the most responses.

Don’t be misleading about the time required to complete the survey.

If your company wants to ask a lot of questions, you might want to rethink your strategy. Rarely are people going to sit down and spend fifteen minutes of their time answering questions—unless there’s an incentive. Be honest about how long your survey will take, and if it’s especially demanding of customers’ time, be sure to offer a little incentive to reward them. Something like a 10% off coupon or buy one get one free. Really pore over your questions and make sure that they’re concise and relevant. Get rid of any extra fluff.

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Follow up with your customers.

Okay, so you’ve gotten your customers to take the survey. You have data (which you need to analyze—don’t just let it sit there!) and you’re feeling pretty good about the responses.

Now you have to follow up.

Following up is a rarity today. By going the extra mile to contact a customer and thank them for their honest review and time, you put yourself in front of other companies. Even if the customer wasn’t happy, asking what you could do better or offering them an apology and a request for another chance at their business can really make all the difference in the world. They will feel like you’ve truly listened to their concerns. And as a great business owner, that’s exactly what you should be doing!

The downside to surveys is that they tend to get abysmal response rates, and if they’re formatted incorrectly, are too invasive, or take too long, they may actually decrease customer satisfaction. If you feel that you have the tools and wherewithal to invest the proper effort in preparing your surveys, the responses you get could really open your eyes to your business’s strengths as well as weaknesses.

If you don’t feel that you have these skills at this time, consider hiring someone (even temporarily) who can help coach you in the feedback department. He or she can assist you in preparing a survey and learning to analyze the results.

What do you think? Should you survey your customers? Do you have suggestions for great surveys? Let us know in the comments below!