My Twitter Feed- TabithaDunn: @MKCallConsult Awwwww... thank you for the #ff! January 27, 2012
- TabithaDunn: @Turntablez We will - we are going to just chill at home (games, movies, family time) the best January 27, 2012
- TabithaDunn: @Turntablez Thank you for the kind #ff. I hope your week was a good one :) January 27, 2012
- TabithaDunn: I'm so happy it's #ff @MKCallConsult @maldyj @jeanniecw @Turntablez @bobehayes @Natasha_D_G @KateNasser Have a great weekend, all of you :) January 27, 2012
- TabithaDunn: @Turntablez I hope you have a good weekend as well - no more packing :) January 20, 2012
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Monthly Archives: November 2009
Customer Experience Professional
Customer experience is a growing specialty field. It goes by many names and titles but the disciplines are quite similar. As a member of this growing group of practitioners, I’m fascinated with the backgrounds where my colleagues come from. Many are from market research backgrounds (since getting the customer feedback is where you start a program) but mine is a different path. I come from an improvement background (project management, Lean Six sigma, program development, etc). I believe the heart of a customer experience program is identifying and driving customer fed improvements.
Engaging Stakeholders
Few things will kill the development of a successful program designed for change than unengaged stakeholders. For many, the desire to get things done quicklycauses the elements of communication and engagement to fall by the wayside. If you have been in that situation, you know how easily you end up wondering at the end why your new or improved process isn’t going as well as planned.
Posted in Change, Communication, Customer Experience, Leadership
Tagged Program, Stakeholders, Success
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Proving the value of NPS
In the next part of our series, we’re going to talk about how what to with the results you get back from NPS. You’ve completed your survey design and fielded it to your customer and/or partner base. At last, you have your data. Now what do you do with the results? If you are anything like me, you could spend a lot of time reading the open ended responses and analyzing them. And don’t get me wrong, this is important but in my experience, it’s not the next step.
Posted in Customer Experience, Loyalty
Tagged customer loyalty, Net Promoter Score, NPS
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NPS Survey Levels
I had a call with a colleague in the customer experience field today. He had some very good questions about how to decide the focus of your NPS survey. It was an interesting discussion and I thought it worthwhile to share with you in my blog, perhaps as a series. I’m going to tackle the survey design questions in this blog.
Posted in Customer Experience, Surveys
Tagged customer loyalty, Net Promoter Score, NPS, Survey Design
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