Does Customer Service Equal Customer Retention?
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
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,
Anyone that has been reading this blog for than a couple of weeks knows that the subject of Net Promoter benchmarking gets me fired
“If you don’t give us a 9 or 10 on the survey you receive it will mean we have failed”. On the surface it was
There is no shortage of data on the interwebs but much of it is not worth reading. The trick is to find the information written
Sometimes Voice of the Customer (VoC) practitioners frustrate me. In this recent research, customer feedback professionals identified that their biggest barriers to a effective
Transactional customer feedback is a very effective way of improving business performance. With it you can diagnose problems and processes that are driving customers away
In customer feedback we often run the same survey to different sets of respondents and we are very interested in identifying whether the responses are
Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a
Before a customer can complete your meticulously developed customer feedback survey, they need to open the e invitation. You have precious few seconds to prevent
Okay so you know what you need to implement for Net Promoter success, but how do you get there? When I talk to most new
There are six key requirements for successfully implementing Net Promoter that you need to keep in mind as you launch the process. 1. Senior Management
If you have a social media bone in your body you will know about the hack over at . You may also have seen or experienced
It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to go through and
Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the US.
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.