Welcome to the 39th edition of my customer strategy newsletter. The five topics this week are: New podcast on ‘Net Promoter for People’ Another irritating survey Latest blog posts Notable items from other sites Looking forward New podcast on ‘Net Promoter for People’ Many companies, and I suppose all large companies, run annual employee surveys. The […]
When you are asked to rate your ‘overall satisfaction’ with something, you have entered the Customer Satisfaction rating system. The most common way of doing this is to ask you to rate satisfaction on a scale from 1 to 5, where 5 means ‘extremely satisfied’. There is a minor challenge in the rating scale, as […]
Welcome to the 38th edition of my customer strategy newsletter. The five topics this week are: New book: “So Happy Here” – The Absurdist but Essential Guide to Better Business Thoughts about the importance of identifiable enemies Latest blog posts Notable items from other sites Looking forward “So Happy Here” – The Absurdist but Essential Guide to Better […]
There are quite a number of customer experience measurement and improvement systems in use around the world. They are not all equal. This post is the first in a series that covers some of the most common ones. Some consulting companies offer proprietary systems, and I will cover their main measurement principle. There are wide […]
Welcome to the 37th edition of my customer strategy newsletter. The five topics this week are: New Net Promoter System Podcast – Rallying teams around Net Promoter Some interesting lessons for presenting over the phone Latest blog posts Notable items from other sites – Forrester and Blake Morgan Looking forward – New book! New Net Promoter […]
