121 Attributes of High Performing Net Promoter Programs
Nowhere is this more true than your customer relationships. It is at the heart of Net Promoter Score … or any customer feedback program for
Nowhere is this more true than your customer relationships. It is at the heart of Net Promoter Score … or any customer feedback program for
With deference to George Harrison’s classic song lyric… “If you don’t know your customer’s persona, any customer experience will take you there. Without a clear
We’ve been helping companies use NPS® for more than 15 years. In that time we’ve tried lots of different approaches and seen first hand what
Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you
Just because you’re on the front lines of your business, small or large, talking to customers all day doesn’t mean you really know what they
Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? What actually separates Zappos, Amazon,
For me every Monday is like a fresh beginning. I start out full of energy with a big list of things that need to be done.
Am I tall enough? Am I smart enough? Am I good enough? It’s human nature to be concerned with how you measure up to others.
More people nominate “Getting management buy in” as their biggest problem than any other element of the customer feedback process. Even if the CEO/COO “gets it”
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. But
I’m sure you’ve heard of Bill Clinton’s famous, but unofficial, 1992 campaign slogan: “It’s the economy stupid”. His chief of staff wanted to focus everyone
In this recent post by Fonolo American Airlines was hammered for having an outstanding (in a bad way) number of Twitter users complain about being on
We’ve all heard the stories of famously customer focused organisations where staff have gone wildly above and beyond customer expectations to create raving fans. At
We all hear about the bad customer service experiences that our friends have had but for once I wanted to relate a good story and
You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes,
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