25
Jul

How Effective is Your Voice-of-Customer Program?

From informal tactics such as social media monitoring to formal approaches such as customer satisfaction surveys, it’s safe to say most businesses embrace some form of capturing customer feedback. Regardless of where your organization fits in, you’ve likely wondered: Could we be doing more? The short answer is yes. That’s because an effective Voice-of-Customer program is … Read More

20
Apr

How to Use Responses from Open-Ended Survey Questions

From determining the appropriate amount of questions to ensuring an accurate sample size, designing a B2B customer satisfaction survey involves many important decisions. And one of the first choices you will face during this process is deciding what types of questions, including open-ended and closed-ended questions, to include in the survey. The most effective customer … Read More

6
Aug

Employee Net Promoter Score: How Does Your Company Stack Up?

“What’s our Net Promoter Score®?” Let’s face it, we’ve all been guilty of obsessing over the score and subsequent attempts to find an adequate benchmark by which to compare it. And in the case of Employee Net Promoter Score (eNPS), it is particularly common. However, the NPS Score itself is meant to act as a … Read More

28
Apr

Do Employees Influence Net Promoter Score?

3 Best Practices For Promoting a Strong NPS Culture Among Your Employees Many factors influence your organization’s Net Promoter Score® (NPS), such as the ease of doing business with your company, the value customers associate with your products and services, or the degree to which the service experience delivered stands apart from the competition. But … Read More

28
Jan

Cozy Up to Promoters as Part of Your Winning Strategy

Much of the discussion coming out of the Net Promoter® community focuses on what to do with Detractors after they’ve been identified among your customer base. Intuitively, this makes sense – Detractors (the Net Promoter term for customers that answer 0 to 6 on the “Likely to recommend” question) are much more likely to defect … Read More

19
Feb

How Calculating Your Employee Net Promoter Score® Can Help Keep Customers Loyal

Keeping Customers Means Keeping Your Employees Engaged. Over the past few years, there has been a rise in the number of organizations adopting Employee Net Promoter Score® or eNPS as a way to measure and improve employee satisfaction and engagement (we’ve actually blogged about this topic on several different occasions). This is great news as … Read More

7
Feb

Net Promoter® Conference Puts Attendees on the Path to Success

It’s always rewarding to hear people talk about how inspired they are after attending a conference. Fortunately, this was the sentiment shared at the 8th Annual Net Promoter® Customer Experience Conference, which was held in Miami last month. In fact, one of our clients in attendance was so motivated by what she heard that she … Read More

21
Jan

Ramping up for the Net Promoter® Conference

The countdown has begun! In just a few days, we will be in beautiful Miami Beach for the 8th Annual Net Promoter® Customer Experience Conference. This year also marks our second consecutive year of conference sponsorship. Individuals from companies of all sizes and industries will converge to share their experience adopting, fine-tuning, and advancing their Net Promoter … Read More