Keep Your Customers Forever

An important concept most people don’t consider is WHEN to ask for feedback. It is typically asked at the END of an event - after the webinar or course or vacation, etc. This is known as the “autopsy approach”: waiting until the event is over to figure out what went wrong. But how does conducting this autopsy help your members, students, clients or attendees? Doc Champagne explains why you should never use the autopsy approach when asking for feedback, with examples of how autopsies can go wrong. Instead, use the science-based alternative to get huge response rate and far more accurate and meaningful results. Key Points: Your Gift! Visit http://MatthewChampagne.com/PodcastGift to download your free infographic of The 9 Principles of Customer Feedback. I’ll also email you an explainer video so you can quickly and correctly apply these principles to keep your clients, members, students and customers forever. Learn More: Read “The Survey Playbook”: Amazon & Kindle Subscribe to my YouTube Channel to Keep Your Customers Forever Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here Let’s connect on LinkedIn Dr. Champagne named "Technology Visionary" by SURVEY Magazine

When we ask customers, clients, members, students, or attendees for FEEDBACK, we must include both the HOW and the WHY in our instructions. The result is meaningful, specific, honest comments from your audience from which you can take proper action. Forgot to include these two critical components? The result is vague, irrelevant feedback that is not representative of your audience. So simple to apply the HOW and the WHY – just give a listen! Key Points: Your Gift! Visit http://MatthewChampagne.com/PodcastGift to download your free infographic of The 9 Principles of Customer Feedback. I’ll also email you an explainer video so you can quickly and effectively apply these principles to keep your clients, members, students, and customers forever. Learn More: Read “The Survey Playbook”: Amazon & Kindle Subscribe to my YouTube Channel to Keep Your Customers Forever Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here Let’s connect on LinkedIn Dr. Champagne named "Technology Visionary" by SURVEY Magazine

The greatest positive impact you can have on your “audience” (clients, members, students, attendees, customers) is to “close-the-loop”: share back some results you gathered from the surveys they answered. This proves that their voice was heard, shows them how they compare to others and is the biggest WIIFM (what’s in it for me) possible. Doc Champagne explains why Closing-the-Loop is the most important of the 9 Principles of Customer feedback. It generates the highest possible response rate and creates a huge WOW factor because it is so rarely done. Key Points: Your Gift! Visit http://MatthewChampagne.com/PodcastGift to download your free infographic of The 9 Principles of Customer Feedback. I’ll also email you an explainer video so you can quickly and correctly apply these principles to keep your clients, members, students and customers forever. Learn More: Read “The Survey Playbook”: Amazon & Kindle Subscribe to my YouTube Channel to Keep Your Customers Forever Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here Let’s connect on LinkedIn Dr. Champagne named "Technology Visionary" by SURVEY Magazine

Visit http://matthewchampagne.com/Kirkpatrick/ while you listen to this episode - a special infographic for all Kirkpatrick fans! Goals don’t work for most people. We’ve known this for 45 years, when “goal setting” as a lone motivational tool was abandoned by even its most ardent researchers. Yet the smooth-talking goal gurus continue to pitch their goal planners, goal journals and goal setting courses (discounted just in time for the New Year!). Instead, you need SYSTEMS, which work for everyone. When you create a system, you take the pressure off of goal setting because “the score takes care of itself”. Use triggers to build habits and you’ll always be moving in the right direction. Set some goals, sure, but don’t FIXATE on goals. Don’t let the goals gurus waste your week setting daily, weekly, monthly, and yearly goals for every facet of your life. And ignore the (very vocal) minority of goal-driven people who tell you how you must be doing it wrong if goals don’t work for you. Key Points: Links: Scott Adams's book : How to Fail at Almost Everything and Still Win Big Learn More: Read “The Survey Playbook”: Paperback & Kindle Subscribe to my YouTube Channel to Keep Your Customers Forever Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here Let's connect on LinkedIn! Dr. Champagne was named "Technology Visionary" by SURVEY Magazine

The most critical metric when gathering feedback from our people is the same metric that is totally ignored. If you don’t know your RESPONSE RATE, then you won’t know if your results are meaningful or meaningless, whether interpretable or misinformation. Takeaways: Your Gift! Visit http://MatthewChampagne.com/PodcastGift to download your free infographic of The 9 Principles of Customer Feedback. I’ll also email you an explainer video so you can quickly and effectively apply these principles to keep your clients, members, students and customers forever. Learn More: Read “The Survey Playbook”: Amazon & Kindle Subscribe to my YouTube Channel to Keep Your Customers Forever Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here Let’s connect on LinkedIn Dr. Champagne named "Technology Visionary" by SURVEY Magazine

We can be super choosy. With so many people selling us tools and methods and apps that (they say) we absolutely MUST have for our business or our life, let’s use a solid criterion for selecting. If their proof of results consists of “it worked for me so it will work for you”, then hide your wallet. If the proof is based on independent empirical data and is couched in the solid research of others, then it may be a good choice. Takeaways: Subscribe to the show! Go to the Apple podcast directory. Be sure to rate the show and give a review. Include your name and website and I will promote it on an upcoming show! Love to Connect! LinkedIn: https://www.linkedin.com/in/mattchampagne YouTube: https://www.YouTube.com/MatthewChampagne Go to: www.matthewchampagne.com/podcasts for more

We need to stop trying to satisfy our customers, members and clients, and focus on turning them into LIFERS - folks that aren't going to leave us for a lifetime. Here are the 3 billion reasons why. Takeaways: • Of the 3 billion people coming onto the internet in the upcoming years, many of those will be building products and services. Some just like yours! Your competitors have just multiplied exponentially! • It is no longer enough to just “satisfy” customers in this competitive field. You need LIFERS. You need them focused on you and not looking to the next shiny new object. • Entrepreneurs must continually and accurately gather customer feedback and act on it in a meaningful and transparent way to Keep their Customers Forever. Subscribe to the show! Go to the Apple podcast directory. Be sure to rate the show and give a review. Include your name and website and I will promote it on an upcoming show! Love to Connect! LinkedIn: https://www.linkedin.com/in/mattchampagne Facebook: https://www.facebook.com/doc.champagne/ Twitter: https://twitter.com/evaluationguy Go to: www.matthewchampagne.com/podcasts for more

You’ve seen others use it and wonder if you should use it yourself: the technique where you segment or bucket prospects. This practice violates several psychological principles and most are methodologically unsound so that you drive people away, gather misinformation and make some people think poorly of you. Avoid it. Here’s why. Takeaways: Subscribe to the show! Go to the Apple podcast directory. Be sure to rate the show and give a review. Include your name and website and I will promote it on an upcoming show! Love to Connect! LinkedIn: https://www.linkedin.com/in/mattchampagne Facebook: https://www.facebook.com/doc.champagne/ Twitter: https://twitter.com/evaluationguy Go to: www.matthewchampagne.com/podcasts for more