Monthly Archives: May 2009

Net Promoter Score (NPS) is more than a number.

Posted on May 29, 2009 by Tabitha

I know that I am going to be in the midst of competing views here but I use NPS where I work and have built a previous NPS program as well – I like it and it works.  Say what you will of the method (and believe me, there is much that has been said/written/blogged on it, good and bad), the core of it comes down to really listening to your customers, taking action on what you learn and letting them know they are heard.  For me, that’s the key.  Read more...
(290 words, estimated 1:10 mins reading time)

Posted in Customer Experience, Customers, Loyalty | Tagged , , , , | Leave a comment

Love, loss & memories

Posted on May 22, 2009 by Tabitha

Tomorrow is the first anniversary of my mom’s death.  After everything we had been through together, good and bad, this month has been hard emotionally for me.  Because she was ill for so very long, we were fortunate she held on (despite tremendous pain and suffering) to give us so much more time together than we thought we were going to get when she was diagnosed with cancer.  She was able to see and share in moments she never thought she could – the birth of her granddaughter and the chance to see her first few years.  Now my daughter has memories of her Nana, which I am thankful for.   Read more...
(390 words, estimated 1:34 mins reading time)

Posted in Balance, Family, love | Tagged , , , , , | 1 Comment

My Top 6 Customer Survey Design Suggestions

Posted on May 15, 2009 by Tabitha

I’m going to try and avoid my soapbox here but I will warn you in advance that I may not be successful.  You be the judge…  Read more...
(368 words, estimated 1:28 mins reading time)

Posted in Communication, Customer Experience, Customers, Loyalty | Tagged , , , , , | 4 Comments