Customer Are Always RSS feed:An Interview With Frank Martin of Martin Research

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My RSS Feed is dedicated to customer service and Has Just Posted the Following:

Getting feedback from customers and knowing what they like or don't like about the company are things companies should know or want to know. How do you know if you're improving as a company? What areas should you improve upon? What are the common issues or concerns that customers face when they deal with your company?

One way you could go about getting the answers to these questions is by conducting a focus group. Now, I don't really have any experience with focus groups other than the one time a couple years ago when I was a participant in a group. I was curious about a couple things, so I decided to ask Frank Martin of Martin Research a few questions...

MP: I took a look at your LinkedIn profile and saw that you were an Assistant Manager for a bank before you started Martin Research. What exactly inspired you or made you decide to get into market research?

FM: My father actually started the company in 1970, and he recruited me in 1980. That decision was an easy one.
MP: In the 29 years that you’ve been in business, what would you say is the biggest mistake companies make in terms of marketing/customer service?








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