In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came the
Increasingly, organizations are becoming dissatisfied with running customer satisfaction surveys and turning instead to designing and implementing customer feedback programs. The reason is simple, after
Getting high response rates for your customer feedback survey starts with creating an effective customer feedback survey invitation. You need an initiation body that makes
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After
What is Lead Prospecting In B2B marketing, the classic sales funnel starts with identifying people that might some day be customers for your business. These
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not
“The one number you need to grow”: who’d have thought such a simple statement could cause such a fuss. Net Promoter Score is of course
In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide, continuous
The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product
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
From the outside loing in Australia and The United States lo very similar. We speak, to all intents and purposes, the same language, we watch
Disclaimer: I will preface this post by stating that I am not a lawyer. The information below is my understanding from reading the documents and consulting
When rolling out a transactional customer feedback process such as Net Promoter you need a corporate governance process that will iver success. Best practice experience suggest two
Recently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over
Genroe (Australia) Pty Ltd
Copyright Genroe (Australia) Pty Ltd | All Rights Reserved. | Privacy Policy | Cookie Policy
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
Send this to a friend
