It came with a navigation system built into the dash. It monitors all the systems of your vehicle and sends you an alert if there is anything out of the ordinary. Sure enough, her Garmin was showing roads not known by the navigation system. MORE
In the Net Promoter System, we call this mechanism the “outer loop.” The outer loop works in tandem with the Net Promoter System’s “inner loop ,” which is the process for fostering rapid individual learning and customer intimacy through immediate, tangible feedback, coaching and follow-up. John Dwyer , the senior vice president for customer experience at AT&T, joins me on the latest episode of the Net Promoter System podcast. MORE
IT departments that are already challenged with simply keeping the lights on in their existing environments can’t afford to create operational teams and practices for developing open source tools and integrating operating systems onto bare metal hardware. MORE
People don’t fail, systems do. Is it the systems within our business that break down and cause missteps? Maybe your hiring system broke down? Aren’t we suppose to have systems in place to ensure we are welcoming people to our business who will be a cultural fit? MORE
Systems Integration: Not Sexy, But Very Important One of the biggest barriers companies face trying to improve customer experience is the challenge of systems integration. All the wonderful tools we have now to help us do more effective marketing need to share data … Continue Reading → The post You Can’t Improve Customer Service With Disconnected Systems. MORE
Unless you’re a brand-spanking-new startup, your organization almost certainly has legacy software. By “legacy,” we mean previously acquired and now outdated – any software that was purchased when business requirements and market dynamics were different than they are today. MORE
While these digital motivation products and solutions are designed on sound principles, they really only work if the agents buy in to the benefits of using the system. How do we establish trust in digital systems? MORE
What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. Four Reasons to Invest in a Ticket Management System. MORE
Today, the CallidusCloud CX team hosted an interesting webinar called Trust in Digital Systems to Drive Performance , which introduced a new software development concept called Trust-centric Design and tied into the value of some of the CallidusCloud CX solutions. MORE
Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. MORE
SEPTEMBER 17, 2015
These are systems of record. What is a system of record? A system of record (SOR) is the authoritative data source for a given data element or piece of information where the integrity of the data is vital. Make it black and white. MORE
Yanmar America didn’t have a choice when it came to upgrading its aging VOIP systems. The existing system was difficult to support, and any customizations–like changing the display–required the IT department to get involved. MORE
The post My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions appeared first on Avaya Connected Blog. Recently I spent three days in New York City, and they were easily the best three days of my career. MORE
I was privileged to be taught by the late Dr Russell Ackoff at The Wharton School and he re-enforced my long held belief that one of the major challenges organisations face when trying to transform their business models to become more customer-centric is a lack of systems thinking. Dr Ackoff produced extensive research, insights and knowledge into how systems thinking is the only way to approach organisational development. MORE
Cloud isn’t new. Companies have been touting its benefits for a decade, but only now has it hit the contact center and business operations sector at full force. Following some initial resistance, it’s now clear to service providers that utilizing cloud technologies brings high value in flexible IT footprint, rapid deployment, and risk-free upgrades. Thus, allowing contact centers to get the full benefits of the latest customer engagement technology MORE
Smart companies invest in a reliable data recovery system. Data recovery systems afford you peace of mind. But with a data recovery system in place, you can have peace of mind that you have a back-up of your data in safe keeping. MORE
The Net Promoter System has a mechanism called the inner loop that helps employees of all kinds get real-time feedback directly from customers. The feedback is usually positive—most employees do their job pretty well—so people typically become more engaged and enthusiastic. MORE
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Self-service systems provide the answer. Centralized knowledge base At their heart successful web self-service systems need a powerful, self-learning knowledge base. MORE
The Net Promoter Score is a simple measure, but building a process and culture that results in deep customer relationships can be very complex. In this episode, I answer listeners’ questions on everything from competitive benchmarks to best practices for following up with customers. MORE
The Net Promoter System’s “ outer loop ” mechanism supports improvements that go beyond the individual or team. In this short episode, I discuss the importance of this critical part of the Net Promoter System framework. MORE
In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. In these new systems, modern business communications integrate seamlessly with the productivity apps that employees use every day, making it easier than ever for them to collaborate with docs, emails, and calendar invites. MORE
Date: Friday, November 20, 2015 Systems versus service. Systems had overridden human interaction, damaging the overall experience. Published on: November 20, 2015. MORE
That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important. MORE
The Net Promoter System Podcast started as an experiment almost two years ago when I asked my colleague Fred Reichheld if I could record one of our conversations. You can listen to our 50 th episode of the Net Promoter System Podcast on iTunes , or through the player below. MORE
Interactive Voice Response (IVR) systems are essential elements to all functioning call centers. What is an IVR system? Most consumers are familiar with IVR systems, whether or not they are aware of what the acronym stands for. How do IVR systems work? MORE
This short episode explains why this step is a central element of the Net Promoter System. To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside the organization. MORE
A systems integrator (SI) or customer experience (CX) service provider brings together solutions into an overall customer experience hub. They work with all functional departments, such as marketing, sales, customer service, supply chain, ecommerce, IT, digital performance management (DPM) and back-office systems. Enterprise Service Providers / System Integrators / Management Consultants: . MORE
And some part of that is due to the “push” system we’ve built that’s codified the individual customer touchpoints based on where our customers are in their lifecycle with DocSend. MORE
System downtime can hit any online business at any time. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. For many businesses that happened on the 28th February 2017 when AWS had a system outage. Identify intermittent system outages. MORE
What is the Net Promoter Score and System? The Net Promoter Score and System is a management tool that is used to determine the loyalty of a company’s relationships with their customers. The Net Promoter System uses a 0 to 10 scoring scale. Process & System Improvemen MORE
It’s a scenario that we routinely see: A company starts off using the Net Promoter System with great enthusiasm, gets a few quick wins and then hits a wall. And the more best practices a company follows, the more it will get out of the system. MORE
Knowing that the building closed at 8pm, the intelligent building management system, which is being monitored at the front desk, alerts the on duty manager. So he switches his attention to the video system console to search for the nearest video camera, a process which takes some time given the hundreds of CCTV cameras in the complex. This is where layering a PSIM solution on top of a building management system makes perfect sense. MORE
Yet if you’ve read The Ultimate Question 2.0 , you know that the Net Promoter System was inspired by the way Enterprise Rent-A-Car used a simplified form of feedback to connect its car rental agents and managers to the customers they serve. Since then, we’ve come to appreciate that some of the other things Enterprise was doing were just as responsible as their system’s radical simplicity for making those scores more effective. MORE
The monitoring and measurement of customer health is a guidance and feedback system that provides companies with a structured and disciplined approach to customer success. There is an adage that it is difficult, if not impossible, to be all things to all people. MORE
Magellan Solutions joined the AMA Education System’s Career Fair 2016 on February 26, 2016 in AMA Quezon City. Magellan Solutions helps companies from any part of the world through providing them the best teams of workers and systems for business solutions. MORE
Thanks to a legacy rewards program, people who worked for VimpelCom could have their services switched on and bills paid almost automatically, with no need to navigate the circuitous system that non-employees faced. I recently talked to VimpelCom executives Anton Telegin and Natalia Macpherson about how they used the Net Promoter System to support this critical cultural shift. Only a few of these companies have implemented all the system’s best practices. MORE
Bad Systems. I was greeted by an Interactive Voice Response (IVR) system — nothing wrong with that, at first — but the IVR only gave me two choices: book the appointment using the phone keypad or book online. Good Systems. When Bad Systems Happen to Good People. MORE
WEBINAR: Trust in digital systems to drive performance. They also need to believe in the systems behind the processes they’re expected to perform. Why do we need trust-centric systems? The difference between trust in social environments versus business systems. MORE
Learn more : Who Should Run Your Net promoter System? What qualities and experiences make for a successful chief advocacy officer? Not just anyone will do, regardless of how bright and ambitious he or she may seem to be. MORE
CEO and co-founder of CustomerGauge, Adam Dorrell joined Shep Hyken on Amazing Business Radio this week to discuss how companies can monetize a Net Promoter System. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge. In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]. MORE
For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should. The Help Desk Ticketing System: A Closer Look. That said, you can tell a ticketing system is effective if it has the following features: 1. MORE
He recently joined me on the Net Promoter System Podcast to discuss the company’s history and strategy, and how Net Promoter practitioners use its tools. Click here to browse more Net Promoter System podcast episodes. MORE
Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. For companies of all sizes, technology systems can sometimes malfunction and interrupt or suspend day-to-day operations. MORE
System Related Topics 
Kayako
JUNE 29, 2017
System downtime can hit any online business at any time. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. For many businesses that happened on the 28th February 2017 when AWS had a system outage. Identify intermittent system outages.
Merlin
APRIL 19, 2017
For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should. The Help Desk Ticketing System: A Closer Look. That said, you can tell a ticketing system is effective if it has the following features: 1.
Bain
NOVEMBER 11, 2016
The Net Promoter Score is a simple measure, but building a process and culture that results in deep customer relationships can be very complex. In this episode, I answer listeners’ questions on everything from competitive benchmarks to best practices for following up with customers.
NewVoiceMedia
APRIL 1, 2016
Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers.
CallidusCloud CX
JUNE 28, 2017
Today, the CallidusCloud CX team hosted an interesting webinar called Trust in Digital Systems to Drive Performance , which introduced a new software development concept called Trust-centric Design and tied into the value of some of the CallidusCloud CX solutions.
Bain
OCTOBER 6, 2016
Learn more : Who Should Run Your Net promoter System? What qualities and experiences make for a successful chief advocacy officer? Not just anyone will do, regardless of how bright and ambitious he or she may seem to be.
Bain
AUGUST 20, 2015
The Net Promoter System Podcast started as an experiment almost two years ago when I asked my colleague Fred Reichheld if I could record one of our conversations. You can listen to our 50 th episode of the Net Promoter System Podcast on iTunes , or through the player below.
CallidusCloud CX
JUNE 22, 2017
WEBINAR: Trust in digital systems to drive performance. They also need to believe in the systems behind the processes they’re expected to perform. Why do we need trust-centric systems? The difference between trust in social environments versus business systems.
Tema Frank
JUNE 22, 2015
Systems Integration: Not Sexy, But Very Important One of the biggest barriers companies face trying to improve customer experience is the challenge of systems integration. All the wonderful tools we have now to help us do more effective marketing need to share data … Continue Reading → The post You Can’t Improve Customer Service With Disconnected Systems.
Bain
JANUARY 26, 2017
The Net Promoter System’s “ outer loop ” mechanism supports improvements that go beyond the individual or team. In this short episode, I discuss the importance of this critical part of the Net Promoter System framework.
Amity
MARCH 2, 2016
The monitoring and measurement of customer health is a guidance and feedback system that provides companies with a structured and disciplined approach to customer success. There is an adage that it is difficult, if not impossible, to be all things to all people.
Customer Interactions
NOVEMBER 11, 2015
Cloud isn’t new. Companies have been touting its benefits for a decade, but only now has it hit the contact center and business operations sector at full force. Following some initial resistance, it’s now clear to service providers that utilizing cloud technologies brings high value in flexible IT footprint, rapid deployment, and risk-free upgrades. Thus, allowing contact centers to get the full benefits of the latest customer engagement technology
Natalie Petouhof
SEPTEMBER 26, 2016
In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. In these new systems, modern business communications integrate seamlessly with the productivity apps that employees use every day, making it easier than ever for them to collaborate with docs, emails, and calendar invites.
natero
SEPTEMBER 26, 2016
And some part of that is due to the “push” system we’ve built that’s codified the individual customer touchpoints based on where our customers are in their lifecycle with DocSend.
Bain
OCTOBER 12, 2016
It’s a scenario that we routinely see: A company starts off using the Net Promoter System with great enthusiasm, gets a few quick wins and then hits a wall. And the more best practices a company follows, the more it will get out of the system.
Bain
NOVEMBER 24, 2015
He recently joined me on the Net Promoter System Podcast to discuss the company’s history and strategy, and how Net Promoter practitioners use its tools. Click here to browse more Net Promoter System podcast episodes.
Eptica
NOVEMBER 20, 2015
Date: Friday, November 20, 2015 Systems versus service. Systems had overridden human interaction, damaging the overall experience. Published on: November 20, 2015.
Avaya
JULY 19, 2017
The post My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions appeared first on Avaya Connected Blog. Recently I spent three days in New York City, and they were easily the best three days of my career.
Avaya
APRIL 18, 2016
Yanmar America didn’t have a choice when it came to upgrading its aging VOIP systems. The existing system was difficult to support, and any customizations–like changing the display–required the IT department to get involved.
Bain
APRIL 7, 2016
Thanks to a legacy rewards program, people who worked for VimpelCom could have their services switched on and bills paid almost automatically, with no need to navigate the circuitous system that non-employees faced. I recently talked to VimpelCom executives Anton Telegin and Natalia Macpherson about how they used the Net Promoter System to support this critical cultural shift. Only a few of these companies have implemented all the system’s best practices.
Amity
SEPTEMBER 17, 2015
These are systems of record. What is a system of record? A system of record (SOR) is the authoritative data source for a given data element or piece of information where the integrity of the data is vital. Make it black and white.
Talkdesk
JULY 6, 2016
Interactive Voice Response (IVR) systems are essential elements to all functioning call centers. What is an IVR system? Most consumers are familiar with IVR systems, whether or not they are aware of what the acronym stands for. How do IVR systems work?
Merlin
SEPTEMBER 1, 2015
Smart companies invest in a reliable data recovery system. Data recovery systems afford you peace of mind. But with a data recovery system in place, you can have peace of mind that you have a back-up of your data in safe keeping.
Comm100
NOVEMBER 13, 2015
What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. Four Reasons to Invest in a Ticket Management System.
Topdown
MAY 11, 2016
Unless you’re a brand-spanking-new startup, your organization almost certainly has legacy software. By “legacy,” we mean previously acquired and now outdated – any software that was purchased when business requirements and market dynamics were different than they are today.
Bain
MARCH 26, 2015
Yet if you’ve read The Ultimate Question 2.0 , you know that the Net Promoter System was inspired by the way Enterprise Rent-A-Car used a simplified form of feedback to connect its car rental agents and managers to the customers they serve. Since then, we’ve come to appreciate that some of the other things Enterprise was doing were just as responsible as their system’s radical simplicity for making those scores more effective.
Bain
OCTOBER 21, 2016
The Net Promoter System has a mechanism called the inner loop that helps employees of all kinds get real-time feedback directly from customers. The feedback is usually positive—most employees do their job pretty well—so people typically become more engaged and enthusiastic.
Doug Leather
MAY 30, 2014
I was privileged to be taught by the late Dr Russell Ackoff at The Wharton School and he re-enforced my long held belief that one of the major challenges organisations face when trying to transform their business models to become more customer-centric is a lack of systems thinking. Dr Ackoff produced extensive research, insights and knowledge into how systems thinking is the only way to approach organisational development.
Bain
JUNE 12, 2015
In the Net Promoter System, we call this mechanism the “outer loop.” The outer loop works in tandem with the Net Promoter System’s “inner loop ,” which is the process for fostering rapid individual learning and customer intimacy through immediate, tangible feedback, coaching and follow-up. John Dwyer , the senior vice president for customer experience at AT&T, joins me on the latest episode of the Net Promoter System podcast.
Wired and Dangerous
AUGUST 22, 2016
It came with a navigation system built into the dash. It monitors all the systems of your vehicle and sends you an alert if there is anything out of the ordinary. Sure enough, her Garmin was showing roads not known by the navigation system.
Bain
JULY 14, 2016
This short episode explains why this step is a central element of the Net Promoter System. To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside the organization.
Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Self-service systems provide the answer. Centralized knowledge base At their heart successful web self-service systems need a powerful, self-learning knowledge base.
Natalie Petouhof
JULY 16, 2015
That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important.
CustomerGauge
APRIL 12, 2017
CEO and co-founder of CustomerGauge, Adam Dorrell joined Shep Hyken on Amazing Business Radio this week to discuss how companies can monetize a Net Promoter System. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge. In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […].
Customer Interactions
AUGUST 28, 2014
Knowing that the building closed at 8pm, the intelligent building management system, which is being monitored at the front desk, alerts the on duty manager. So he switches his attention to the video system console to search for the nearest video camera, a process which takes some time given the hundreds of CCTV cameras in the complex. This is where layering a PSIM solution on top of a building management system makes perfect sense.
Magellan Solutions
FEBRUARY 26, 2016
Magellan Solutions joined the AMA Education System’s Career Fair 2016 on February 26, 2016 in AMA Quezon City. Magellan Solutions helps companies from any part of the world through providing them the best teams of workers and systems for business solutions.
Feedback
NOVEMBER 13, 2016
What is the Net Promoter Score and System? The Net Promoter Score and System is a management tool that is used to determine the loyalty of a company’s relationships with their customers. The Net Promoter System uses a 0 to 10 scoring scale. Process & System Improvemen
Talkdesk
AUGUST 23, 2016
Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. For companies of all sizes, technology systems can sometimes malfunction and interrupt or suspend day-to-day operations.
Avaya
JUNE 15, 2016
IT departments that are already challenged with simply keeping the lights on in their existing environments can’t afford to create operational teams and practices for developing open source tools and integrating operating systems onto bare metal hardware.
Natalie Petouhof
OCTOBER 12, 2016
A systems integrator (SI) or customer experience (CX) service provider brings together solutions into an overall customer experience hub. They work with all functional departments, such as marketing, sales, customer service, supply chain, ecommerce, IT, digital performance management (DPM) and back-office systems. Enterprise Service Providers / System Integrators / Management Consultants: .
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