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Coulda, woulda, shoulda: why businesses need to ask questions

Coulda, woulda, shoulda: why businesses need to ask questions

The great management guru Peter Drucker once said, “My greatest strength as a consultant is to be ignorant and ask a few questions.”

But it turns out a great many people aren’t asking questions, making it impossible to get the feedback they need for their business. Case in point: Our own research shows that 62% of small business owners say they “never” conduct surveys of their customers.*

Sometimes you can get away with it. Other times, it fails spectacularly. The times when it goes really, really wrong were the inspiration for the Shoulda Used SurveyMonkey.

The situations we illustrate are humorous and exaggerated, but they’re based on real-life business situations, where asking the right question at the right time to the right people could have prevented messy mistakes.

In 2 light-hearted videos we aim to capture different business use cases where the opinions of key audiences were not sought: Marketing (launching a new logo) and Customer experience (showing customer appreciation).

It’s a reminder that asking questions can be the difference between a good idea and a terrible one, or sometimes a proud moment and an embarrassing incident. No matter your industry, the stakes are high: 95% of new products launched each year will fail**. And in the hospitality industry, it only takes one bad experience for 25% of customers to defect to competitors***.

Watch the Shoulda Used SurveyMonkey for Marketing video

Watch the Shoulda Used SurveyMonkey for Customer Experience video

With most business endeavours, you’ve got the opportunity to be curious, ask questions, and get feedback before you launch anything new. Preventing mistakes is just the tip of the iceberg when it comes to arming your decisions with the voices of your market, customers, or others. It empowers you with a business mindset that embraces diverse perspectives, allows for calculated risks, and fosters innovation.

So, what are you curious about?

*Source: https://www.cnbc.com/cnbc-survey-monkey-small-business-survey/
**Source: Harvard Business School http://hbswk.hbs.edu/item/clay-christensens-milkshake-marketing
***Source: https://blog.sprinklr.com/hotels-providing-incredible-customer-experience/