Almost everyone who has presented negative customer feedback to a senior management audience has lived this scenario.
The presentation starts well, everyone’s happy while you go through the numbers, lots of nodding heads, serious looks and agreement. That is until the very specific section by section scores or negative verbatim customer comments are presented; then the wall comes up, and the excuses rain down: [Read more...]
The idea of openly and transparently sharing live customer feedback always seems to create an aura of fear among senior management. However, implemented sensibly, complete transparency of customer feedback can be a key plank in the success of your transactional customer feedback process. For instance nib health funds, have always allowed all staff to view their personal feedback. [Read more...]
Implementing a distinct service recovery process (we call it the React process) is a very important part of successful transactional customer feedback implementation. [Read more...]
Another of the great conversations at the recent CustomerGauge User Group meeting was around driving employee engagement. There were some very good ideas and best practices mentioned on the day and here are some of the best that we heard. [Read more...]
On occasion I speak to people who have tried the Net Promoter approach but it failed and they canned the whole project. After discussing it with them I find a range of themes for the failure. So if your Net Promoter project failed, look down the list to find out what happened. [Read more...]
At the recent CustomerGauge User Group meeting I hosted a best practice session to identify and share the very best ideas from the participants. The group came up with literally pages of great tweaks that have been tested and are working in their organizations.
I published some of these ideas the other day (6 Net Promoter Best Practices You Can Use Today) but below are some more of the best ideas so that you can use them in your business. [Read more...]
At the recent CustomerGauge User Group meeting I hosted a best practice session to identify and share the very best ideas from the participants. The group came up with literally pages of great tweaks that have been tested and are working in their organizations.
Below is a summary of the best ideas so that you can use them in your business. [Read more...]
In a recent post I discussed using the Margin of Error method to determine if the difference between two Net Promoter Scores® is probably real or just statistical noise. A sharp eye reader has identified that you can also use a Chi -Squared test to perform this test. [Read more...]
The last Australian CustomerGauge User Group (ACGUG) meeting in March 2012 was so well received that the attendees asked for another forum in six months. Genroe have announced the next CustomerGauge User Group meeting for the end of September 2012. [Read more...]
Customer feedback is very important and surveys are a valid way to collect that information but they are often poorly implemented. In this on-going series I review surveys that I’ve received to see what’s working and what’s not.
Today’s example comes from a supplier who shall remain nameless. In these reviews I don’t reveal the name of the supplier because at least they are trying to collect data, even if they could be doing it in a better way. [Read more...]
