Software with friendly service
i signed up to tumbler today, and after verifying my email address go this screen. I like it when i see simple customer service rules applied to software. thanks tumbler, its nice to be told “i’m great”.
Simple truths of service
From the book The Simple Truths of Service, please enjoy a story by Mac Anderson called “Inspired by Johnny the Bagger®”: Barbara Glanz is a friend of mine who is a speaker and author. A few years ago, she spoke at a convention for a large grocery chain with over 3,000 people attending. Her talk […]
Driving action in the enterprise with a closed loop process
Front line employees need the information to improve the customer expereience one customer at a time. The old way of providing a procedure to a low skill front line employee and asking them to follow it, is over. Why? Because for a business to succeed today it needs to be remarkable, asking somebody to follow […]
Dell and NPS
Its great to hear the NPS is Next to the stock price on their intranet.
Video Insights from top companies using the Net Promoter Score
Its been a few months now using the net promoter score for my customer experience management, and the list of videos on the Satmetrix website really hit the nail on the head for what i’ve seen as being important factors in building customer loyalty. One of the video’s by Chris Askew from Lenovo really hit […]