Ann Michaels and Associates

MARCH 30, 2019

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. “How likely is it that you would recommend our company to a friend or colleague? Could you please rate your recommendation on a scale of 0-10?” These are two questions that can induce anxiety into any business. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an art

NPS 56

NPS Net Promoter Score Customer Experience Contact Center 56

Customer Enthusiast

MARCH 30, 2019

Last week, in preparation for spring break in the mountains, I called my local Ford dealership to ask a couple of questions about my service plan’s coverage of replacement brake pads and to schedule an oil change and tire rotation. Today’s business climate eschews helpful, personalized service in favor of more efficient alternatives. So perhaps … Continue reading "The true cost of outsourcing".

Employee Engagement 54

Employee Engagement Loyalty Engagement Customer Service 54

Opinionator

MARCH 30, 2019

Customer Defection Impact – So What is the Big Deal? All businesses have customers that defect, but what is the customer defection impact to the business? The two BIG questions are, What percentage of your customers defect each year? How large is the cost of customer defection? The news is alarming. A typical American business will lose 15 percent of its customers each year. 27 percent of small business owners estimate that 11-20 percent of first-time customers don’t return to their bus

Return on Investment 40

Return on Investment Financial Advertising Feedback 40