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Customer Experience Tip #1128

If you’re in the world of relationship selling, stay away from incentivizing customer survey participation. Your happiest customers are often happy to oblige. Your least happy customers want you to know their frustrations as long as they feel it’s safe and that you care to know. And your in-between customers (“Passives“) as well as your unhappy group may be a little nicer — and therefore less honest — about their “real” experience in hopes of winning that “Amazon Gift Card.” Skip the incentives, ask nicely, and be thoughtful with your content and delivery.

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