David Harding | Survey Says | Indianapolis

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David Harding | Survey Says | Indianapolis

  1. 1. Survey Says….
  2. 2. Panel Members <ul><li>Panel </li></ul><ul><li>Andrew Field: CEO, Printingforless.com </li></ul><ul><li>David Harding, CEO, Harding Poorman Group </li></ul><ul><li>Ted Raymond, Owner, Allegra Network, Tucson </li></ul><ul><li>Moderator </li></ul><ul><li>Michael Casey, President, Survey Advantage </li></ul>
  3. 3. “ Survey Says…” Dave, Andrew, and Ted, below is the statement from the brochure Rhona put together so we need to stay as close to this statement as possible in our discussions. “ Who’s using surveys to learn about their customers, their business and their effectiveness in the marketplace? Our panel is, and they’ll provide some insight on getting started, options available, and lessons learned. See how your business can benefit.”
  4. 4. “ Success stories: Leveraging customer feedback” <ul><li>How the panelists leverage feedback to drive their business? </li></ul><ul><li>How did they set up effective & efficient survey processes? </li></ul><ul><li>What do they do with the data and information for solid ROI? </li></ul><ul><li>When do they survey to get the most valuable feedback? </li></ul><ul><li>What do they ask to get valuable insight and solid ROI? </li></ul><ul><li>Who owns the feedback process so it happens? </li></ul>
  5. 5. Harding Poorman Group <ul><li>Client surveys determine performance and wage reviews. </li></ul><ul><li>Plant tours with a “purpose.” </li></ul><ul><li>The inmates run the asylum. </li></ul><ul><li>Annual/quarterly reviews. </li></ul><ul><li>Give clients more access to your system. </li></ul><ul><li>Success stories. </li></ul>
  6. 6. PrintingforLess.com <ul><li>Andrew, based on our discussion, how about focusing on the following: </li></ul><ul><li>Focus on how you leverage each of the three surveying process: card in box, e-mail follow-up, and phone. </li></ul><ul><li>Answer the questions on the previous 4W1H slide for each process </li></ul><ul><li>Lessons learned: Things that worked and maybe did not work as planned </li></ul><ul><li>Explain how each of the processes are used in the organization. Focus on process. </li></ul><ul><li>Feel free to add another area if you would like. </li></ul>
  7. 7. Allegra Print and Imaging Tucson, AZ <ul><li>Ted, based on our discussion and your email ideas, how about focusing on the following: </li></ul><ul><li>Focus on how you are leveraging surveying to promote your image from printer to marketing service provider. </li></ul><ul><li>Focus on how you leverage the “CustomerAlert” process to retain customers by responding in minutes. Maybe share story of retaining the couple customers. </li></ul><ul><li>Explain how feedback is trended monthly and team motivation and goal setting is leveraged. </li></ul><ul><li>Maybe explain how you used surveying to win a couple big deals by learning staffing needs. </li></ul><ul><li>Answer the questions on the 4W1H slide </li></ul><ul><li>Lessons learned: Things that worked and maybe did not work as planned </li></ul><ul><li>Submit slides you feel would help you in these areas. </li></ul><ul><li>Feel free to add another area if you would like. </li></ul>
  8. 8. Take-a-ways <ul><li>Summary of take-a-ways from lessons learned and highlights from each panelist. TBD. </li></ul>

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