28 January, 2015

Cozy Up to Promoters as Part of Your Winning Strategy

By |2018-03-21T15:40:29-07:00January 28th, 2015|Categories: Net Promoter Score|Tags: |

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 [...]

26 March, 2014

How to Improve the Customer Experience

By |2018-03-21T15:45:09-07:00March 26th, 2014|Categories: Customer Experience|Tags: |

3 Rules for Exceeding Customer Expectations Here’s a not so secret fact: customer experience leaders outperform competitors and are often rewarded with higher retention levels, greater share of wallet, and lower customer acquisition costs. Bottom line – customer experience leaders are more profitable! While the good news is we are seeing more companies embrace a [...]

16 April, 2013

Linking Employee Satisfaction to Customer Loyalty

By |2019-06-28T15:54:29-07:00April 16th, 2013|Categories: Employee Engagement|Tags: , |

Achieving true customer centricity requires participation from employees across the organization. Customer interactions don't occur just with customer service personnel. "Touch points" take place throughout the customer lifecycle and likely involve staff in nearly every department. It may be someone in your finance department answering a question about an invoice, a salesperson discussing a contract [...]