A simple change in words can influence the response. Choose your words wisely as it may skew your results![Read more…]
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 with some specialists. It is provided in good faith and with no warranty of any kind.
You may be aware that the current Australian Privacy Principles will be replaced with the National Privacy Principles and Information Privacy Principles on 12 March 2014. The question is: how will this affect your customer feedback process and what do you need to do about it?
This is a difficult question to answer because at the moment there are no final documents to work from as they are still in a state of review. All we have at the moment are draft guidelines.
In this post I’ll be discussing the two elements, in their current form, that appear to impact the most on customer feedback programs.[Read more…]
If you have a social media bone in your body you will know about the hack over at Buffer. You may also have seen or experienced its response, I know I did. This post is all about how each organisation handled the service recovery process: one very poorly and one very well.
In my opinion, and many others, Buffer did a stellar job in responding to a major issue. Almost as if to counter point Buffer’s success, internet hosting company Crazy Domains’ response to recent network outages shows how not to respond.[Read more…]
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 analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary.
You pause for a moment and breathe. Where do you begin? What can you even do with all that information?
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. You may not immediately know the Carlson name but if you live in or have visited the US you will probably have spent time in one of their well-known TGI Fridays locations, I know I have.
A couple of days ago Amisha Sinha (Vice President Business Planning at Carlson Restaurants Worldwide) sat down with me to discuss how the organization has driven success in its business with the Net Promoter approach.