The standard approach to problem solving is identifying a problem, then finding a solution. Makes sense. But is the standard approach the best approach? Typically, most of our time and effort is focused on developing the solution, and with good reason. That’s the action we’ll be taking, and achieving the desired outcome hinges on finding
“Great minds don’t think alike. They think different.” – My daughter We were outside coloring when my daughter, out of nowhere, dropped this truth bomb. I asked where she heard that, but instead of citing a source she explained her reasoning. Basically, all the great minds she learns about in school are still relevant today
This fifth and final part in my survey development series isn’t about closing the door on a customer feedback project, it’s propping the door open for both short-term and long-term benefits with an open feedback loop. But before we get into that, here’s a quick recap to freshen your memory. We started with defining our
In last week’s article, I shifted focus from the effective surveys and started focusing on developing engaging surveys. I’m excited to continue that theme because the respondents are just as much a part of the process as we are. They’re the ones putting in the time and effort to share their feedback, so it’s important
The first two parts of this series addressed survey objectives and having an action plan for the customer feedback we gather. These topics focused on our surveys being effective. But we need to have the respondents in mind as well. They are actively involved in this process and their experience deserves to be considered during
Last week, I discussed the importance of starting any survey development process by clearly defining your objectives and desired outcomes. Having detailed and specific reasons for gathering customer feedback is how meaningful insights are produced, and it’s the foundation we build upon moving forward. If you missed that article or just want a refresher, you
I often laugh at myself because whenever I take a customer feedback survey, I’m just as interested and opinionated about the survey itself as I am about the brand-related questions. But I’m a customer insights professional and enthusiast. I can’t help but view the surveys I take through that lens. With each question, I’m considering
Being a second-generation family-owned business is something I’m incredibly proud of. Not only being able to carry on the legacy and entrepreneurial spirit, but to see how much we’ve grown and evolved over the years. My dad started MacKenzie in 1985 from the bonus room of our family home, and it goes without saying that
One of my favorite aspects of being a second-generation family business owner is the close and meaningful relationships we’ve built over the years. In addition to our team, colleagues, and community, we are grateful for the opportunity to connect with our clients on a deeper level. We genuinely care about the individuals we work with,
As I discussed in Part 1 of this article series, thriving as a small business depends on maximizing resources, closely monitoring the impact of our efforts, and making strategic adjustments along the way. Leveraging the power of Customer Insights to support each of those objectives will ensure decision-making is based on fact and quantifiable truths
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