Today’s interview is with Lee Evans, the Chief Executive Officer & Founder of SurveyMe, a fast, flexible and closed-loop approach to receiving, recording and rewarding ‘Point of Experience’ feedback. Lee joins me today to talk about customer surveys, closing the loop and linking feedback to action.
This interview follows on from my recent interview – Delivering omni channel experiences that create memorable relationships – Interview with Janelle Matthews of Genesys – and is number 190 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with Lee:
Lee Evans is Chief Executive Officer & Founder of SurveyMe. Lee describes in his own words how the business came about:
“While working on the shop floor in my niche retail business in 2004, it was easy to get customer feedback while we had one store. We were able to react quickly and deliver our customers exactly what they wanted. But as the operations increased from one shop to five in the first 12 months I found myself getting increasingly distanced from the trading floor and real-time feedback about what my customers wanted, and how we could improve their shopping experience. This is where the idea of SurveyMe was born, although the technology didn’t exist until I saw the iPhone and I knew that apps would be the future.
I knew what I wanted was a customer experience management system where any of my team, anywhere in the business, at any point, could check in on how much our customers were enjoying their precious time with us. More importantly, it would allow us to efficiently respond to our customers’ needs.
In 2008-09 I witnessed so many businesses, that didn’t proactively listen to their customers, fail. By that time smart phone technology had advanced sufficiently for me to translate the idea into a customer experience management tool that is affordable and available to all businesses, so helping them improving their customer experience as I had wanted to when I was growing my retail business.”