Customer Surveys
Gather customer feedback and testimonials to create more profitable marketing.
The problem with most customer surveys and testimonials…
Your customers love you - but the problem is that when you ask for feedback they will ramble, and ramble, and keep rambling.
They often use long-winded and fluffy language describing how much they like you. They focus on what nice people your team has and use generic terms like, "they had great customer service".
Unfortunately, this type of feedback doesn't help you.
It doesn't help you get the sale with new customers and it’s not the meaningful data you need when developing the strategy for a clear brand message. That's because new customers aren't searching for a new best friend or some nice people.
Potential customers are looking for one thing and one thing only - someone who can solve their problems and help them succeed.
How to gather effective customer testimonials and feedback.
First, select 5-7 customers that you would like to duplicate.
This is important because you might have some very happy customers that were a pain-in-the-ass to work with. You don't want to duplicate those customers. Instead, make sure you're choosing ones that were satisfied with your service AND are the type of customer you would like to work with in the future.
Next, conduct the survey over a 15-minute phone call.
Do not send them an email or form to fill out. The most valuable information you will get from this process is the words and phrases they use to describe their problem. This information is how you can deeply understand why customers buy so you can create more effective marketing. You will never get this type of language if your customer is typing out their answers.
Then, ask these questions.
They fall under three main ideas that you need for a great customer survey and testimonial.
WHAT PROBLEM WERE THEY DEALING WITH
What was your challenge/pain/frustration you were dealing with before you found our business?
How was that problem making you feel?
How was that problem affecting your business?
WHY DID THEY HIRE YOU
What was the most important thing you wanted when you hired us?
Did you consider hiring other companies? Why did you trust us to work with instead of them?
Was anything surprising when you started working with us?
WHAT SUCCESS DID THEY EXPERIENCE
What does life look like now?
What sort of measurable impact has working with us made for your business?
How do you feel personally now that we've helped you get what you were looking for?
And finally, write the testimonial for them.
While it might sound counter intuitive, the reality is that your customers are not writers or speakers. They won’t be able to give you a concise version of their story.
So what you need to do is tell them, “I’m going to do my best to summarize our conversation and then shoot it over to you in an email to see if it’s accurate. Then you can make any changes you see fit to make sure it’s accurate”.
When you do that, occasionally they’ll tweak a sentence but usually they’ll give the thumbs up. The result? Clean, effective, and concise endorsements of your business that will impress your next round of leads.
Why clients hire us to do customer surveys for them.
Customer surveys are extremely valuable information when developing your marketing and landing new clients - but very few businesses ever get around to it. Here's why clients hire us to do it for them.
It saves you time.
It can take you hours per customer to schedule the appointment, do the survey call, synthesize the call into bullet points, and finally turn a 15-minute conversation into a clean 2-3 sentence synopsis.
We get more honest answers.
The reality is your customers like you and don't want to offend you - so they typically give sugary typical answers. Customers are more honest with a third-party resulting in more accurate data.
We're experienced interviewers.
We've conducted literally thousands of hours of interviews and we know the right follow-up questions to ask. Like a good investigator, we know how to dig until we find the information we're looking for.
How It Works
- 1 - Tell us which customers you want surveyed and why.
After your purchase, we'll email you a form to enter your customer's contact information.
- 2 - Introduce us to your client via email.
You'll send an email to your customer introducing us as the team helping out with your marketing. We take it from there.
- 3 - Get the results.
We'll take the feedback from your customers and generate a final report so you can create marketing with a clearer more effective message.
Pick a package that fits your needs.
✔️ Interview 3-5 of your customers
✔️ Write 3 testimonials based on the best interviews
✔️ 2 versions per testimonial (long 4-6 sentence version and a short 2-3 sentence version)
✔️ Interview 5-7 of your customers
✔️ Write 5 testimonials based on the best interviews
✔️ 2 versions per testimonial (long 4-6 sentence version and a short 2-3 sentence version)
✔️ Interview 5-7 of your customers
✔️ Write 5 testimonials based on the best interviews
✔️ 2 versions per testimonial (long 4-6 sentence version and a short 2-3 sentence version)
✔️ Survey Analysis PDF identifying the common trends and themes
✔️ MP3 file of call recordings + written transcripts