Customer Experience Measurement

Are You Counting What Counts?

January 22nd, 2013

Do you know what your customer is counting?  We are in very competitive times where products and services are moving toward commodities. Now more that ever, stomach executives need to be BOLD and really understand their current customer experience.  Every employee and every touch point can send you forward or  back, and it is too [...]

I was recently visiting a Verizon Franchise store in Blue Ash, cheap Ohio.     My issue is that my old phone had  lost it power and I unfortunatley(again) needed to replace it.   I went down the evaluation path of choosing a new phone for my business and wanted to keep it simple and inexpensive.   I had [...]

Do you know your current Net Promotor Score (NPS)?  Do you know that leading firms change ordinary customers into promoters that drive profitable growth?  While the NPS seems simple enough – most organizations don’t!  Most companies are still using ineffective customer satisfaction surveys to provide critical customer feedback.  The question is a simple one…..Would you recommend your company [...]