Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. But we should do this instead of worrying about a good NPS score. What should we do? I’ll get to that in […]
Do This Instead of Worrying About a Good NPS Score Read More »
In a recent post from my friend and colleague Shep Hyken, he speaks about the poor service he received at a high-end steakhouse. He explained it like this: “As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half
But the Other Guy is Really at Fault Read More »
You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, products and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”. Stop Being a Business of
4 Ways to Stop Being a Business of NO Read More »
Look, look, there he is. Yeah, I see ‘em. Come on, let’s go – we gotta head him off before he gets back into his office. I’m gonna get him first…not before me! Today’s post will give you 5 questions that prove how ethical you really are. As you walk the halls of your business the
5 Questions That Prove How Ethical You Really Are Read More »
Today I had the pleasure of interviewing Annette Franz. Annette is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Annette’s passion lies in teaching companies about customer experience and helping them understand the critical linkage between the employee experience and
Leadership Series: Annette Franz Read More »
Today’s guest post is from Alyson Sia. She discusses the 3 best ways a business can discuss issues with their employees, and customers too.[/guestpost] It’s nice to think that the businesses we frequent have integrity. The truth is integrity, or effective honesty, takes actual hard work that many are not willing to do. Each customer and
The 3 Best Ways to Deliver the Truth Read More »
Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that we look forward to read…and share? Derek Sivers, who founded CD
Read How CD Baby Turns a Mundane Email Into an “Exceptional Conversation” Read More »
What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Are you “good enough”? Maybe. But good enough for whom? Once we believe we have little to learn about the needs of our customer we no longer deserve their business –
What’s Your Idea of Perfect Service? Read More »
It was the attitude I disliked the most. Why do they feel this way? Where did they get their lack of thoughtfulness? Why don’t they care about the customer? These kids have no work ethic anymore, I just don’t understand… Those in a position to hire face it every day. Potential employees who in years
Your Customers Don’t Deserve To Be Treated This Way Read More »
As a follow-up to my previous post “11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”, I contacted Evan Carmichael – who offered to provide his response in a LIVE YouTube Hangout. Watch it below. Evan Carmichael was named one of the Top 100 Great Leadership Speakers by Inc. Magazine and is
Here’s My YouTube Hangout with Evan Carmichael Read More »
