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

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 By “legacy,” we mean previously acquired and now outdated – any software that was purchased when business requirements and market dynamics were different than they are today.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

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

Date: Friday, November 20, 2015 Systems versus service. Systems had overridden human interaction, damaging the overall experience. Published on: November 20, 2015. 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

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

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

Cardinal Industries contact center customer customer experience net promoter score problem resolution systemsYesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street. 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

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

Therefore, it constantly baffles me that companies are still trying to “game” their Net Promoter System®—ultimately skewing results, stagnating progress and losing the true value of their CX program. The post Stop Playing Games with the Net Promoter System® appeared first on CustomerGauge. 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