A Few Clients Earn Additional Millions --- from Our Customer Surveys….And Others…..Not So Much…..!

Published Articles
Published in

American Printer

on Wednesday, Feb. 28, 2018

By Sid Chadwick

“You can not teach a man anything….you can only help him find it within himself”………………………..Galileo Galilei

INTRODUCTION:

We not so long ago delivered a “2018 Customer Survey Analysis & Report”….to a client…..whose customer survey response rate ---was…….41%........!

Review Cost Savings from Rules and Routing

Subsequently, their Plant Manager…..sent me an unsolicitedphoto of their president…..reviewing detailed Customer Survey results……with their Production and Customer Service Teams (….the room was “packed”)……Their Plant Manager said he was…proud…. he had a president who would take……immediate action…. on significant opportunities we’d uncovered …….at current customers.

The majority of their business development plans …..for 2018….are mostly (but not totally)………..based on that reports’ results.

What else is DIFFERENT about this company….?

  • Their profitability last year…..exceeded….. 10%.....
  • Over the last nine years, their revenues have increased --- over 300%....
  • They are a Web Plant…….with no outside Sales Reps…but…do have an Inside Sales Team.
  • They’re planning to buy another Web Press --- in 2018.
  • Their president….thinks deeply….and collaboratively…..about what he wants to accomplish…and how to get there.
  • He is a consistent CEO Peer Group Attendee --- he says……because of the inspiring, useful education he knows he’ll get…..from our sessions.
  • He, the president….didn’t….know anything about printing….before nine years ago.

Footnote: This was not…..their first Customer Survey Report --- from us…..!

SUMMARY:

Why don’t more clients……ask for a Customer Survey……?

With strong, actionable results….literally offering $1,000,000’s…..of additional business…..why don’t client’s take action --- immediately…?

The answer…..that is…too often…. true…..?

That means we’ll need to change what we’re now doing………….! (Some senior management…..don’t want to read that)……..which is also partly why most associations --- don’t promote or strongly recommend an effective Customer Survey to their members --- from a  strong, experienced research firm….!

“Fantasy, abandoned by reason, produces impossible monsters…..united with it, she is the mother of the arts, and the origin of marvels…”……Francisco de Goya