Today, I received an eMail from the hosts of on online media congress I visited some weeks ago. While the first question just had two options to choose from, the second question (asking how I found out about that congress) already was a multiple choice question with over twenty checkboxes and a bunch of text fields to add further details. I immediately left the survey and I’m pretty sure a lot of other users also did. My opinion for a higher conversion of your online survey: Start with some simple questions that are really easy to answer and consider this as a warm-up, before asking questions that require a much higher level of consideration and involvement from your respondent.
Without a doubt, Apple’s success over the last few years (especially with the iPhone and the iPad) would not have taken place without the remarkable usabiliy and user experience of its products. For Apple, design was a huge factor that made the change from being almost dead to highly successful even possible. For most companies, design is not a must-have. It’s something that the product should have besides dozens of other things. For Steve Jobs, design is nothing less than essential. When you have a CEO who has that much focus on this subject, it’s quite easy for everyone else to understand the importance and to follow. Apple has a small team of experts who design the key products and that works together with the engineers very closely. In addition, Apple sets itself very high standards – if it’s not perfect, they don’t launch it. The best example for this rule probably is the white version of the iPhone 4 which made it to the stores months after the planned launch date. More about the role of design for Apple: http://uxmovement.com/resources/8-things-to-know-about-the-company-culture-at-apple/
The do’s …
1. Always answer your communications-emails and voice messages-promptly.
2. Make the information that your customers want easily available to them.
3. Treat every customer like a completely precious individual.
4. Cultivate an environment in your business where each employee takes responsibility for your customers.
5. Every so often, make an outrageous, extravagant effort to serve a customer.
… and the dont’s:
1. Ever break your promises.
2. Make things overly complicated for your customer.
3. Let your automated systems make using your website or business difficult for your customers.
4. Forget that your customers have a strong sense of fair play.
5. Forget to say “thank you!”
More on this interesting topics on http://blogs.sitepoint.com/outstanding-customer-service/
The five types of customer testimonials show how to know people are really satisfied with your products http://markitecht.com/post/1162470098/conversion-secret-1-length-matters