Customer feedback surveys: everything business owners must know

06/04/24 • 12 min

In this episode, Stuart and Mena dive into the world of customer feedback surveys, uncovering essential insights for business owners. They explore the Net Promoter Score (NPS) introduced by Fred Reichheld, a straightforward yet powerful tool for gauging customer loyalty and forecasting business growth. NPS segments customers into Promoters, Passives, and Detractors, each offering unique insights into customer satisfaction and areas for improvement.
Key takeaways include the importance of keeping surveys short, typically no more than 2-3 questions, and always acknowledging feedback to show customers their input is valued. The hosts discuss strategies like asking targeted questions to pinpoint high-value needs and responding effectively to negative feedback. Drawing inspiration from companies like Zappos, known for their exceptional customer service, they highlight the importance of addressing common service weaknesses and testing survey questions for clarity.
Stuart and Mena also debate whether businesses should always heed customer feedback, citing Apple’s success in maintaining a premium product focus despite demands for cheaper options. They introduce a compelling alternative to the NPS question based on Seth Godin’s recent blog, urging listeners to assess whether their customers are actively sharing their experiences.
Tune in to discover how to leverage customer feedback surveys to drive business growth and enhance customer loyalty.

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Tax planning for End of Financial Year

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In this episode, Stuart and Mena provide a comprehensive guide to end-of-financial-year tax planning strategies that can help maximise your tax savings. With a wealth of practical tips and considerations, they break down complex tax concepts into easily digestible insights.
Whether you're a high-income earner, a business owner, or simply looking to optimise your tax position, their advice covers a range of scenarios and opportunities. From maximising super contributions and utilising unused caps to navigating tax brackets and deductions, he offers actionable steps to potentially save thousands in tax liabilities.
Stuart and Mena's holistic approach also explores strategies for spouses, trusts, and businesses, ensuring no stone is left unturned in the quest for tax efficiency. Their clear explanations demystify the intricacies of tax planning, empowering listeners to make informed decisions.
With the end of the financial year rapidly approaching, this episode is a must-listen for anyone seeking to minimise their tax burden while staying compliant. Tune in to gain valuable knowledge and unlock potential savings that could significantly impact your overall financial well-being.

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Our top 10 hiring mistakes and learnings

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In this episode, Stuart and Mena delve into the top 10 hiring mistakes and the invaluable lessons they've learned along the way. They share candid insights on building a strong team, emphasising the importance of hiring slowly and firing quickly, and the necessity of quality over quantity. They pose a crucial question for business owners: "Would you enthusiastically rehire everyone in your business?" and suggest asking it regularly to stay ahead of potential issues.
The hosts discuss the significance of having difficult conversations, setting clear expectations, and the pitfalls of making excuses for poor performance early on. They highlight the importance of hiring for attitude and past expertise, underscoring that high performers typically have strong resumes but attitude and cultural fit are equally critical.
Listeners will learn why giving employees the right tools and resources, along with regular feedback and appreciation, is essential for fostering a productive work environment. Stuart and Mena also touch on the role of recruitment consultants, advising that while they can add value, they can't fully vet candidates like an insider can.
Tune in to gain practical advice on avoiding common hiring pitfalls and building a team that can drive your business to success.
For startups, check out their previous discussion on when to start employing staff in Season 3, Ep 20 (June 2023): https://www.holisticaccountant.com.au/2006849/13012692-when-should-you-start-employing-staff