I’ll be speaking at the DMA 2007 Annual Show in October 13 – 18 at McCormick in Chicago. Use offer code AN302 to save $150 on registration.

Hilton squandered an opportunity to use a follow-up survey to enhance their brand. Make sure your surveys are fast, polite, typo-free, include an open-ended comment, are handled quickly, include Reichheld’s Ultimate Question — and please, keep them short!