About Jonathan Beretta

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So far Jonathan Beretta has created 9 blog entries.
24 April, 2017

How to Mature Your Customer-Centric Culture

By | 2017-10-04T12:22:14+00:00 April 24th, 2017|Company Culture, Employee Engagement|

One of the essential elements for maturing a customer-centric culture within an organization is empowering employees to proactively seek out and address customers’ needs. This makes it critical to develop employee behavior with a customer-centric focus. Doing so will encourage employees to be responsible and accountable for their workplace performance. The story I’m about to [...]

8 August, 2016

Top Five Ways to Distribute Your Online Survey

By | 2016-12-13T08:42:26+00:00 August 8th, 2016|Best Practices|

One of the biggest obstacles to collecting actionable data from online surveys is getting people to actually take it. And one way to boost survey response rates is to ensure you’re reaching as many people as possible by utilizing more than one distribution method. So…how should you distribute your online survey? For employee surveys, you [...]

28 April, 2015

Do Employees Influence Net Promoter Score?

By | 2015-04-29T14:33:44+00:00 April 28th, 2015|Best Practices, 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 [...]

3 June, 2014

Top Ten Common Problems in Designing Effective Survey Questions

By | 2018-01-25T14:39:22+00:00 June 3rd, 2014|Best Practices, Customer Satisfaction|

Reflecting back on my legal studies, I often equate survey question development to direct examination and cross examination of witnesses during a trial. Questions in a courtroom cannot be overly prejudicial to either side, so as to force an answer from a witness or prejudice the objective jury. Therefore, it’s not a stretch to say [...]

19 February, 2014

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

By | 2017-04-06T10:01:55+00:00 February 19th, 2014|Employee Engagement, Net Promoter Score|

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 [...]

4 December, 2013

Five Steps to Complete Before Building a Customer Journey Map

By | 2017-03-28T10:51:47+00:00 December 4th, 2013|Best Practices, Customer Experience|

Several years ago, I worked with an organization that tried to do everything at warp speed, including building its customer journey map. As result of moving too quickly, the organization failed to educate and prepare its staff for the project. This created a rift inside each department, which slowed the process down and caused the [...]

18 September, 2013

Five Employee Engagement Tips

By | 2017-05-03T15:14:22+00:00 September 18th, 2013|Best Practices, Employee Engagement|

Planning A Customer Satisfaction Initiative? Don’t Forget These 5 Employee Engagement Tips. When organizations first look to increase customer satisfaction, many jump immediately to new technology or new tools to increase customer lifetime values and return on investment. In doing so, organizations skip one of the most important steps in the process of improving customer [...]

1 August, 2013

Five Considerations When Creating a Vision Statement for Your Employee Engagement Program

By | 2014-08-05T07:58:15+00:00 August 1st, 2013|Employee Engagement|

When I sit down with business leaders to discuss their Employee Engagement Program I always begin with identifying the objective for the program. The reason - a clear vision statement is the cornerstone to any Employee Engagement Program. It sums up all values and behaviors within the organization as well as inspires and empowers employees. [...]