You’ve read about it and convinced senior management that Net Promoter is the way to go. You know you will need a change management process to make it work long term. You also know that you will need some type of software to collect the survey responses. What does that software need to be able to do?[By the way we searched the world for the best Net Promoter management software and found CustomerGauge. We liked it so much we decided to resell it. Learn more about CustomerGauge.] [Read more…]
Achieving customer loyalty is well known to be a long term driver of company success and value but how do you do it? If you have already acquired a customer there are 3 important steps to achieving customer loyalty. [Read more…]
The 5 Whys is one of the most commonly used quality system tools. It is a simple and methodical way to identify the root cause of an issue.
When applied to Customer Feedback you can convert “interesting feedback” in to root causes and actions plans to drive improvement in your customer experience.
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Some time ago, I posted an answer to a question asked by a retail client; “If the offers are always relevant, does it matter to customers how often I send them?” The post was on Strike a Chord.
At the time, I talked briefly about the fact that relevance is not independent of the customer’s position in their buying cycle. What is relevant depends on when they are ready to buy. While a “relevant offer” will appear as spam when they are not ready to buy.
The team at Genroe have just finished reviewing a great publication that points to how we should answer this critical marketing question. [Read more…]