About Jonathan Beretta

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So far Jonathan Beretta has created 15 blog entries.
3 June, 2014

Top Ten Common Problems in Designing Effective Survey Questions

By |2018-10-05T13:24:14-07:00June 3rd, 2014|Categories: 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 [...]

19 February, 2014

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

By |2018-03-21T15:45:49-07:00February 19th, 2014|Categories: Net Promoter Score|Tags: |

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 |2018-03-21T15:47:03-07:00December 4th, 2013|Categories: Customer Experience|Tags: |

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 |2018-03-21T15:48:10-07:00September 18th, 2013|Categories: 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 |2018-03-21T15:49:26-07:00August 1st, 2013|Categories: 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. [...]