Cvent Survey

Seth Godin wrote a post yesterday suggesting organizations ignore their critics - and their fans. He makes a good point. Here's what Godin says about critics and fans:

• Critics are never going to become fans, even if you do exactly what they want. Instead, they'll become bored and move on to criticizing someone else.

• Fans don't want you to change. Fans want you to add features, lower prices, increase value while maintaining the essence of your offering.

So who should you listen to? The people in the middle. Godin calls these people "Sneezers." The people in the middle will help you improve your offering, but you have to listen. Beyond monitoring social networks and blogs for conversations about your brand, web based surveys are another way to gather feedback and identify critics, fans and sneezers. If you follow the steps for survey success and set appropriate goals for your project, listening to what your customers have to say shouldn't be hard.