Shoes, Spark Plugs and Satisfaction ... Online

Step 1: Understand your customers. Talk to them. Start small; we did. After 350 or so phone interviews, you can have 90 percent confidence in the results with a standard deviation of +/- 5 percent. In short, if you ask 350 customers the same question, you have a 90 percent chance of seeing the same response breakdown, give or take a handful of them.