Kim Gordon is the owner of National Marketing Federation and is a multifaceted marketing expert, speaker, author and media spokesperson. Her latest book is Maximum Marketing, Minimum Dollars.
How do I accurately measure my customers' experience when most are surveyed out?
Surveys are everywhere but people don't trust them. My mother even threatens to survey me on why I don't visit more often. So how does a company really know what the customer is feeling about your service?