You Need to Document “Why” When Implementing Net Promoter Score
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
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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
You’re a smart business owner. You keep up to date with the latest trends. You really like the whole customer feedback idea, and maybe you’ve
Winnowing the leads your marketing process collects is an important task. Which downloaders, event and webinar attendees, e contacts should your sales team put at
In a recent post on NPS data analysis I discussed using the Margin of Error method to determine if the difference between two Net Promoter
A simple change in words can influence the response. Choose your words wisely as it may skew your results!
Statistical analysis is a big, complex and fascinating area of study. Okay, ay maybe it’s not fascinating for everyone and I can already hear a
From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold
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