When rolling out a transactional customer feedback process such as Net Promoter you need a corporate governance process that will deliver success. Best practice experience suggest that two critical groups are needed: Steering Committee and Process Team. Below we will discuss the role of each. [Read more…]
For over 40 years, CCH Australia has been editing and publishing information resources relied upon by lawyers, accountants and others to help them provide advise for their clients. About 12 months ago, CCH decided to start using the Transactional Net Promoter process to help them drive change for their business.
CCH approached us, Genroe, to help them build and launch their program. As part of the launch, CCH implemented a range of organisational change management processes. Implementing organisational change and implementing a great data collection and analysis system is part of best practice Net Promoter implementation approach.[Read more…]