Many companies rely on outcome metrics to measure and improve. The problem is, outcome metrics fall short. When it comes to improving your customer experience, first you need to decide what your goals are. Every company has its own take on customer experience—what are your goals? Perhaps you’re looking to Read more…
If you’re looking for a simple fix for your touchpoints, lose NPS. Last week I spoke at the Society for Service Executives Symposium in Chicago. As always, when the primary topic is customer satisfaction, there was a lot of talk about NPS (Net Promoter Score). As I have often said, Read more…
Sometimes it’s necessary to break your NPS® routine. The NPS® question is regularly used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us to a friend? What Does It Tell You? This question assumes that customers think in terms of their Read more…