You Need to Document “Why” When Implementing Net Promoter Score
Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not
Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not
In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide, continuous
The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product
Almost everyone who has presented negative customer feedback to a senior management audience has lived this scenario. The presentation starts well, everyone’s happy while you go
From the outside looking in Australia and The United States look very similar. We speak, to all intents and purposes, the same language, we watch
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
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 two
Recently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over
You’re a smart business owner. You keep up to date with the latest trends. You really like the whole customer feedback idea, and maybe you’ve
A simple change in words can influence the response. Choose your words wisely as it may skew your results!
Statistical analysis is a big, complex and fascinating area of study. Okay, okay maybe it’s not fascinating for everyone and I can already hear a
From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold
Transactional Net Promoter Score (NPS), where you ask customers to indicate their willingness to recommend your processes rather than their overall relationship with your organisation,
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
The length of your customer survey is just as important as the questions you’re asking. So exactly how long should your customer survey be?