Vivek, Author at Omoto - Page 3 of 5
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Author: Vivek

Customer Service Skills

Great examples of customer service skills

Any organization that develops and nurtures great customer service skills in its employees will never fall short of happy customers, repeat business, and growing referral revenue. It is therefore extremely important for businesses to invest in developing better customer service skills and make customer service...

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Which is the best metric-CES, CSAT or NPS?

The SYSTEM trumps the SCALE!

One of the most common questions I encounter when discussing customer experience with my clients or potential clients is: "Which metric is most efficient?" I have observed that all CX enthusiasts who spearhead CX initiatives at organizations spend considerable effort in understanding the 3 common...

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Safety before taking a leap into making NPS as a KPI

Prepare Your Organisation before using NPS as a KPI

One of the first few questions that organizations ask after adopting the Net Promoter Score (NPS) is whether they should set NPS as a Key Performance Indicator (KPI). While the intention behind such a thought could be to ensure that the team is serious about NPS,...

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