The Customer Advisory Board Invitation Letter
Establishing a customer advisory board requires thoughtful consideration and comes with multiple steps. If you have the requisite buy-in and you’ve been deliberate about selecting your initial ...
Establishing a customer advisory board requires thoughtful consideration and comes with multiple steps. If you have the requisite buy-in and you’ve been deliberate about selecting your initial ...
In part one of our article, we offered five recommendations to strengthen your service culture. In part two, we cover additional best practices for creating a customer experience culture that will...
We are big believers that strengthening your service culture is an important component for a successful customer experience program. That’s why we recently hosted a Leadership Lunch with...
All of us are familiar with the basic construction of survey response scales, even if we’re not aware that we are. They are prevalent in the customer satisfaction surveys we know so well these...
So, you’ve decided to take the plunge and institute a Customer Advisory Board (CAB). You’ve talked to peers and you are convinced that a CAB program will drive significant return on investment. Now...
It wasn’t that long ago that the U.S. was mired in the worst recession since the 1930’s. Here we are only a few years later and volatility in the stock market continues. While a turbulent economy...
As Manager of Client Success, Rajean Bosier is deeply involved in shaping the client success culture at TriNet. We sat down with her to discuss how the leading...
“Please fill out my survey, but only if it’s a 9 or 10.”
In the world of Net Promoter surveys, there are many ways you can intentionally or unintentionally game the system to engineer a higher...
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 –...