The Power of Three

"In three words I can sum up everything I've learned about life: it goes on." - Robert Frost

See No Evil, Hear No Evil, Speak No Evil

Mind, Body and Spirit

Eat, Drink and Be Merry

Of the People, by the People and For the People

Groups of three are sticky to human brains.?We love patterns and three of something forms a pattern.

For an interesting TEDx Talk on the power of three, watch the video below.

There truly is power in three.

Utilizing our understanding of this power, as organizations we can obtain feedback from those we serve in order to serve them better.

By serving better, we will thrive.

Customer Surveys

While customer surveys can be useful, many are too long and not customer centric.

This is an idea for making a customer survey productive.

And, it has…

Three Questions. ??

The following are the three questions and an explanation of what to do with the responses and respondents.

• In your most recent experience with us, what did you enjoy?most?
• In your most recent experience with us, what did you enjoy least?
• What is one thing would you like to see us improve on to serve?you better?

The survey should be prefaced with?the fact that it is only three questions in length so more people will participate.

Knowing it is three questions long will increase the number who will participate. Increasing the amount of feedback will provide a more accurate picture of what needs to be improved as well?as what is being done well.

A reward of some sort should be provided to everyone who completes the survey - even if they say their most recent experience was the worst ever.

Ideally, this reward would not be solely something having to do with doing future business with the company itself.

In other words, it could be a $5.00 Amazon gift card or something like that instead of - or in addition to - something you sell, a percentage savings or other incentive on future?purchases from you.

When you consider the Lifetime Value of a customer, the small reward for completing the survey will easily be offset by increased future business. This is especially true if the survey is a catalyst for improvement.

By the way, this reward should not be announced prior to someone completing the survey.

Making survey participants aware of it only after they have completed the survey makes it unexpected.

And, smart companies do unexpected things that surprise and delight their customers.

Increasing Reach

A way to get creative and increase the reach and effectiveness of your Customer Surveys is to develop a collaboration with two other companies who provide complementary products or services.

Three companies cooperating will give your surveys more length, width and depth. ??

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Expert Tip

I have seen much debate on whether or not to use selfies on social media posts. In a post from a few weeks ago our guest subject matter expert Tima Elhajj shed light on this subject. And she generously agreed to share this wisdom with our readers.

Why do SELFIES draw so much attention?

Believe it or not, there is "science" to why we are drawn to selfies.?

- The brain is hardwired to respond to faces and facial expression is one of the most powerful methods for social communication.

- We have specialised neural circuits in an area of the brain called the “fusiform face area”.?This area of the brain responds only to faces.

- Infants start looking at faces within just 30 minutes of being born.

- We develop a preference for objects, people, faces that we have been exposed to repeatedly. (The “familiarity principle”)??

- In studies of “interpersonal attraction” the more often we see a person, the more pleasing and likeable we find that person to be.

- Netflix (consumer research, 2014) found that imagery was not only the biggest influencer to a member's decision to watch content, but it also constituted over 82% of their focus while browsing Netflix.

- We are constantly looking for emotional cues & naturally want to empathise with people by reading their facial expressions, emotions & eyes.

Imagery is a powerful way to communicate & it has the ability to emotionally move people in many different ways.??

As humans we simply want to connect with each other.?Posting a “selfie” is one way that allows us to emotionally connect with others as well as share our humanness with them.

See Tima's Original Post which includes references to the scientific information at: https://www.dhirubhai.net/posts/timaelhajj_timaelhajj-deconstructingsuccess-selfies-activity-7000079798798618624-GWS_?utm_source=share&utm_medium=member_desktop

Tima runs a Purpose Driven business where they help SME’s & ASX Listed Companies create Purpose Driven Content that will position them as the AUTHORITY in their industry.

Visit Tima's LinkedIn Profile here.

Visit Tima's web site at TimaElhajj.com

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About?Bob Sager

The Founder of?SpearPoint Solutions, Bob’s professional background includes over three decades of experience in sales, leadership and training. Combined with creative thinking, he uses that experience to develop business strategies that help organizations increase sales and margins. Additionally, Bob facilitates training on methods of thinking more creatively that organizations can practically apply to all aspects of their business so they can thrive in the modern?economy.?