Customer Crossroads

Write Better Surveys Now: Secrets to Successful Surveys

We've just launched our newest e-book designed to help people write better surveys. It's written for average business people, consultants, freelancers, coaches, professional speakers, workshop leaders ... you get the idea. Anyone who is looking for a fast focused resource to help them right now, and save a ton of time.

This goes way beyond the FAQ in your online survey provider, I promise. Plus it's organized all in one place.

Henrik Fexeus tells me about mind reading

I had a delightful conversation with Henrik Fexeus, author of the acclaimed book,The Art of Reading Minds, which is now available in English.

I confess to some trepidation prior to the interview -- this guy sounded like the real world equivalent of Patrick Jane. But I had the Atlantic Ocean as a buffer zone, so it seemed safe enough. And we had a great conversation for about 50 minutes, which has been edited down in the video below.

I was interested in the book in the first place because it has a lot of information on building rapport and on understanding the body language of others. These are skills that are useful to anyone, but critical in the work of the qualitative researcher or facilitator -- if I can't build rapport, and pretty quickly, the research will be seriously compromised.

A few of the things Henrik told me about, and where to find them on the video:

 :50    Why he became interested in this area, and I think the answer will surprise you, but make sense, as it did for me.

2:18   How our beliefs about the separation of mind and body (the concept of duality that originated with Descartes) have held us back from a better understanding of how we really communicate.

4:45   Henrik says he is not naturally gifted in this area, and had to learn this ability as well.

6:50   The secret not in the book.

8:20   The topic that readers give him the most positive feedback on. (Which gave me hope for humanity, actually).

10:10  Leakage. The emotional kind.

13:50  Anchoring. The emotional kind.

16:50  Now that you know what anchoring is, a good way to use it in day to day life.

17:45  Why he wrote the book.

19:00  People that are naturally good at this, and the professionals that they migrate to. (Can you guess?)

 

I've been way too busy for months, but have a bit more free time these days, and lots to talk about. Upcoming soon: a report on the fantastic speakers at Innovation Day at CPSI 2012, and what happened at Dell's Customer ThinkTank.

Catching up: immersive experiences, bathroom blogfest and simplicity

I've been away from my office for a week, but it feels like a month, things are so backed up.

This morning, trainer TK (aka the princess of pain) wanted to know why I didn't get any hotel workouts in... at the time, just getting enough sleep felt like a victory. Some experiences are very immersive, and don't leave much room for anything else. A good vacation is like that, but so are some conferences, and some of my work projects are like that.

Immersive experiences and simplicity

Here's the thing - many of your target customers are in some kind of immersive experience. Their day to day life is often pretty immersive if they have children and work.

They simply don't have any mind-share to spare for you or your needs. Maybe it's some procedure that seems simple enough to you (a mail-in rebate form, for example), but that bit of effort has to displace some other important thing. 

My take: no matter how simple you think your form, your procedure or your communication is, you need to make it simpler. If we have to set it aside for later, later might never come.

Bathroom Blogfest

The Bathroom Blogfest pretty much plunged on without me this year, and there was even a sponsor!! [Although I did get to dabble in logo design again, see left. It was more fun than the reports I needed to write].

I rather liked CB Whittemore's post about simplicity, here. Her recap of the week is here.

Simplicity of operation seems to have gone too far in public johns, IMHO. We all stand waving our hands under automatic sinks that don't come on, trying to get soap from automatic dispensers that won't dispense, and waving frantically at automatic towel dispensers that aren't whirring.

Mostly the automatic dryers seem to work, but you have to hang on to small children lest they get blown over by the high speed fans.

Inside the stall, it's much worse. If the automatic flush doesn't happen, you may look in vain (as I did a few days ago) for a manual button. Why these little buttons are so well hidden is a mystery. As often as not, these units flush twice, which is hardly a water saving. 

Encountering these mysteries in several airports, I empathized with the newcomers who must be mystified by these devices. If we can't figure it out, what hope does a foreigner have?  It's not like there are signs that explain what to do.

My take: We have a lot of weird obsessions about bathroom fixtures that could keep a team of anthropologists busy for years. I strongly suspect that the automatic switches have more to do with not touching the untouchable than with any real efficiency.

Good bathrooms are good for business

McDonald's is one of the few places you can count on a good bathroom, and that's motivated me to stop there on many occasions. And in the spirit of reciprocity, of course I buy something too. 

Linda Wright has actually written a book about this topic,

Skip to the Loo: Bypass Big-Ticket Advertising and Build Business with Better Bathrooms.

My take: I haven't read the book, but I totally endorse the concept. When you are talking bathrooms, you are talking about a need felt by 100 per cent of the population.

Blogfest Blogger list

Participating bloggers for the Bathroom Blogfest ’09 include:

• Susan Abbott at Customer Experience Crossroads http://www.customercrossroads.com
• Reshma Anand at Qualitative Research Blog http://onqualitativeresearch.blogspot.com/
• Shannon Bilby at From the Floors Up http://fromthefloorsup.com/
• Shannon Bilby and Brad Millner at My Big Bob’s Blog http://blog.mybigbobs.com/
• Laurence Borel at Blog Till You Drop http://www.laurenceborel.com/
• Jeanne Byington at The I mportance of Earnest Service http://blog.jmbyington.com/
• Becky Carroll at Customers Rock! http://www.customersrock.net
• Leslie Clagett at KB Culture www.kbculture.blogspot.com
• Katie Clark at Practical Katie http://practicalkatie.blogspot.com/
• Iris Shreve Garrott at Checking In and Checking Out http://circulating.wordpress.com/
• Julie at Julie’s Cleaning Secrets Blog http://cleaningsecrets.greatcleaners.com/
• Marianna Hayes at Results Revolution http://www.resultsrevolution.com
• Maria Palma at People To People Service http://www.people2peopleservice.com/
• Professor Toilet at Professor Toilet’s Blog http://www.professortoilet.com/
• David Reich at My 2 Cents http://reichcomm.typepad.com/
• Bethany Richmond at The Carpet and Rug Institute Blog http://www.carpet-and-rug-institute-blog.com
• Carolyn Townes at Becoming a Woman of Purpose http://spiritwomen.blogspot.com
• Stephanie Weaver at Experienceology http://experienceology.blogspot.com;
• C.B. Whittemore at Flooring The Consumer http://flooringtheconsumer.blogspot.com
and Simple Marketing Blog http://www.SimpleMarketingBlog.com
• Linda Wright at Lindaloo.com: Build Better Business with Better Bathrooms http://lindaloo.com/

Free e-book: Painless Insight Planning helps you set objectives, avoid wasting money on qualitative research

 

I've refined a number of tools to use in my work over the years. A few of them are tools designed to help clients in one way or another. This free e-book, Painless Insight Planning, is one of these tools with some narrative wrapped around it.

[Download Painless Insight Planning now]

One thing I've found that is often a challenge at the start of a project is getting clear objectives. People may have a problem or concern, but it is often not clearly articulated.

And I can tell you one thing for certain: a good way to waste money on research is not having clear objectives at the beginning.  I know this sounds perfectly obvious, but it is an issue more often than you would suspect.

Sometimes the problem is clear, but other elements are not. Such as -- who could we get insight from, otherwise known as "the research target."

I can't sit down with everyone individually and work through this, as I do with clients. So I thought I would put the whole thing into an e-book that you can download and use as much as you want. And then you'll have clear objectives for your research projects. And the world will be in a better place.

Because we really need insights these days, more than ever. And people inside companies can't afford to waste money or appear to waste money, get fired and be unemployed. Suppliers like me also can't afford to waste client's money. We all need to ramp UP on the insight quality and the innovation / ideation, but keep a lid on costs. 

What's it worth to get this answer?

An even harder thing for many clients is figuring out how much to spend. They ask me, what will it cost? 

WRONG QUESTION!  WRONG QUESTION!  WRONG QUESTION! 

The right question is "what is it worth to get good information on this situation?"

I have created a nice little rule to help figure this out. Not a complicated ROI on research thing. Just a back-of-the-envelope, cocktail-napkin kind of formula that I call the 10 Times Value Rule. It's a great place to start figuring out what you should consider spending to get some insight into your problem / challenge / situation.

[Download Painless Insight Planning now]

Easy worksheets

I hate filling in forms. Most people do. So there aren't forms in this book. There are easy worksheets designed to spur creative thinking to get you started. Here's an example.

Bonus content

If you download the book and actually read it, you'll find a link to some bonus content that will save you even more time. 

A small request - no strings attached

I'm simply putting this handy e-book out there for free with no strings attached. You can even add this e-book (with no changes) to your own site or blog for your own customers and prospects to use.  But I do have a small request.

If you think this e-book is of any value, please add this blog to your RSS feed reader. I also send out a newsletter about six times a year. You can add yourself to that list if you want to hear about other e-books I plan to release, or just get the newsletter. You can check out the previous issues here.

Thanks for reading. And good luck with your insights research projects!

[Download Painless Insight Planning now]