Magellan Solutions
NOVEMBER 30, 2017
The mobile companies’ technical support employees, of course. Because when these customers make the effort to solve their technical concerns by soliciting help from the mobile company, they carry with them so much expectation that it will be resolved promptly. And who comes to the rescue of these disgruntled customers?
Pretium Solutions
FEBRUARY 28, 2012
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. The wireless and broadband industries illustrate this point.
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Pretium Solutions
FEBRUARY 28, 2012
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. The wireless and broadband industries illustrate this point.
Pretium Solutions
FEBRUARY 28, 2012
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. The wireless and broadband industries illustrate this point.
PeopleMetrics
JANUARY 12, 2015
Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? If you start your journey without a clear direction, you’ll likely veer off course. Step 1: Clearly and specifically define success. Before you start the climb, you have to begin with the summit in mind. Step 2: Choose your metrics.
Doing CX Right
JULY 24, 2019
Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.”. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? IS NPS A DRIVER OF REVENUE?
Storyminers
JULY 6, 2020
As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Aimee Lucas. Jeremy Watkin. Leslie O’Flahavan.
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