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Keeping Score: What Net Promoter Tells Us
Each year, I learn the most about our clients, and our company, by asking our clients to answer 6-7 simple questions. It’s called Net Promoter™ – and it’s a survey that identifies how likely (on a...
View ArticleHow Customer Satisfaction Surveys Tell the Future
It’s funny – just asking customers what they want more of is one of the best ways to see where the market is heading, and where the pressure is strongest. We’ve been surveying our customers via Net...
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Customer Experience: Ambition Trumps Resources (For Now)
Last week, I attended a networking gathering of customer experience enthusiasts, hosted by Fidelity and the CXPA. The demographics were pretty representative of the discipline overall: many thoughtful,...
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Social Rants, Evolving Policies and Who Holds the Legal Cards
Two stories this week expose another layer in the social onion: defining the legal rights of workers and employers, and governments. This interesting A1 piece in the Times shows that employee gripes...
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