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NPS

One of the best ways to build trust and strengthen relationships with customers is to make sure every interaction adds value and meets their expectations. Each interaction should be like delivering a package or gift of experience. Wrap it up like the beautiful gift that it is and then put a nice, big, bow on top.

Every time we talk to customers on the phone, interact with them through email or meet face-to-face we have a unique opportunity to make a difference in their lives. Let’s seize these opportunities to show them how much we care and appreciate them by treating the interaction as special, valuable experience where the customer is front and center and has our complete focus and attention. Read More

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NPS_blog_note

When used properly the Net Promoter System can a powerful engagement tool – for customers and employees alike.

Sometimes we get so focused on the Net Promoter Score that we lose sight of the opportunities to improve our products, services, relationships, culture and financials.

Mature Net Promoter Systems do more than predict loyalty, they cultivate it.

Until your system is mature, don’t focus on the score.  Instead focus on the customer-centric behaviors and actions that create engagement and loyalty.

The 10-minute video below will help you get back on track by:

  • Using the Net Promoter System to increase engagement
  • Defining targets and performance goals that improve products, services and relationships which impact the score
  • Communicating improvements to customers and employees

Do the right things and the numbers will reflect the great things you are doing.


You can query your favorite search engine and find a myriad of articles, books and opinions on the subject of “Millennials”.  When we talk about the Millennial generation, we are referring to people born after 1980 although some would say that a 1983 would be the start of this generation.  Regardless of how you define this group, much is written about them and the challenges and rewards of integrating them into today’s workforce…and for good reason.  For the first time in USA history we have 4 generations in the workforce.   For example:  at the end of my career at McKesson Corporation, the president of my division was from the Traditional generation, born before the end of WWII.  My boss, a VP, was from Generation X.  And then there was me, a Baby Boomer who managed other Boomers, Gen X-ers and Millennials. Read More

During many conversations I have during the day evangelizing Customer Experience I find that many people think I am talking about Customer Service. You know something that happens after the sale. Providing excellent customer service at every interaction is a big part of Customer Experience, but it is not the end all for delivering a superior customer experience. Wikipedia defines Customer Experience as “the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction.” I am sure there other definitions, but this one suffices for this post. Read More

Have you ever called a support center to get help with problem with your cable service or anti-virus software and found yourself saying the same thing over and over but getting no results? Or maybe you contacted your mobile phone service provider to ask some questions, but instead of answers the agent kept trying to give you solutions? This is what happens when service providers are listening to “respond” rather than listening to “understand”. Read More