Five Tips to Recharge Your Net Promoter Score Program
Blog Posts of Heather Timney
How to Improve Your Employee Net Promoter Score
Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask?
The Importance of Measuring the Customer Experience
“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant and educator who delved into the nucleus of businesses for them to operate optimally.
How to Ensure Your Sales Win Loss Program Delivers Value
When we speak to sales leaders, there is one learning technique many cite as the single most important method of closing sales: taking time to understand the context in which your prospects make...
3 Methods to Calculate Your Net Promoter Score in B2B Companies
Net Promoter Score (or NPS) has long been recognized as a powerful tool for organizations to assess customer satisfaction and loyalty, and it’s easy to see why. Studies by creator Fred Reichheld...
How to Encourage Employees to Deliver Exceptional Customer Experiences
Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales...
How Customer Feedback Should Be Shared
Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team?
Customer Satisfaction Survey Data Cleansing: When Is It Justified?
Once your customer satisfaction survey has closed, the next step is preparing your survey data for analysis. But this can be challenging for many companies, especially when questions arise around...
Should Businesses Use Employees to Get Customers to Take Surveys?
One of the greatest determinants of a successful customer satisfaction survey is achieving a strong response rate. While there are varying opinions as to what the minimum ideal survey response rates...
How to Advance Your Voice of Customer Program
Take a close look at your company’s voice of the customer program.