Initiatives such as the Net Promoter Score (NPS) can yield maximum results when they become the DNA of the organization. In spite of all the advantages that NPS possesses, getting an organization-wide buy-in into this is not easy. So, nothing like a few quick and...
I have had an interesting observation while helping companies set up and use the Net Promoter System® (NPS). Net Promoter companies or organizations that succeed with NPS have five distinctly common traits. Such organizations adopt the Net Promoter System and ingrain Customer Experience as a core part of their...
When you start NPS surveys in your organization, you will soon realize that you would be required to kick off several smaller projects in order to make the best use of the NPS survey responses. This is a blind spot for almost every company that is rolling out...
When one talks about creating amazing customer experiences, financial services is not the first industry that comes to mind. However, there is no denying that a few financial services companies are a class apart when it comes to customer experience. They have set the standards for...
In my journey as a customer experience professional, I have learned that Net Promoter Score® (NPS) is the ultimate measure of customer experience. It is the simplest yet most powerful metric that any company can use and measurably improve its customer experience. The issue is that most people...
Who has not heard of The Charles Schwab Corporation? It really needs no introduction. Listed as one of the largest banks and brokerage firms in the United States, The Charles Schwab Corporation provides a wide variety of services ranging from brokerage and banking to money...
Providing a good customer experience is expected of any organization. We live in an era where exceptional customer experience is considered as a great differentiator for any company. Any company that ignores this fact is bound to experience a down-turn in its revenues sooner or...
You’ve been excited about implementing NPS all this time; you’ve accumulated your resources, you’ve sold the idea to the stakeholders and influenced the members. You’ve seen your NPS ratings climb up. You’ve seen some good reviews.But being a customer-centric organization, have you made a difference in...
Your customers are eager to be heard. There is a lot of communication they are having with you, both on offline and online channels. Some channels they could be communicating with you are -Communication on social platforms NPS® surveys responses Customer support calls Communication...
Businesses are on a mission to grow. Different departments constantly work on projects to realize this mission. Marketing may want to generate more leads, sales may want to close more customers, operations may want to work flawlessly, manufacturing may be on a quest to create a zero...
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