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 it always comes down to just a few reasons.
So if your Net Promoter project failed, or it’s looking a bit shaky, look down the list to find out what happened and fix it now. [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…]
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…]
If you are already using triggered marketing approaches, then you will want to maximize the value of each contact with your customer. To do that, you need to test your communications. And if you’re like most people, you’d be happy to improve the conversion on your triggered pieces by a few percentage points. What if there was a way to double or triple the number of conversions?