Customer Experience Surveys

In today’s competitive environment, it is critical to get the opinions of the people that matter most to your business, YOUR CUSTOMERS, before you launch any marketing campaign.  Yet over 60% of small business owners say they never conduct surveys of their customers.  This lack of curiosity can lead to some epic marketing fails, considering that 95% of new products each year fail and that it only takes one bad experience for 25% of your customers to go to a competitor.

Customer experience surveys are a great tool to understand exactly how your products and services are being used and what value you deliver to your customers.  At Trend Measurements we know what it is like to provide customer service in a retail or small manufacturing environment.  Trend Measurements will take the time to learn your business so that we can ask questions that are relevant to your business.

Ken Bentlage has over 15 years of experience in retail management and sales & marketing for small manufacturers in which providing customer service was a top priority of the organization.  As a retail manager for Famous Footwear, the stores that Ken managed consistently received the highest secret shopper scores in the region and had reputation of turning around underperforming stores.  Ken has coordinated ridership surveys for Metrolink and created customer service surveys several small manufacturing companies which led to product and customer service improvements.  Ken has been conducting surveys for the St. Louis Chapter of the American Marketing Association for over 10 years and the Missouri Venture Forum for the past 5 years.