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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Category Archives: Customers
My Top 6 Customer Survey Design Suggestions
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…
Posted in Communication, Customer Experience, Customers, Loyalty
Tagged best practices, customer loyalty, customer satisfaction, design, suggestions, survey
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Proving the value of NPS
I was recently asked the question about how do you prove that measuring NPS is worthwhile (or any other loyalty metric). It was an interesting and good question but it is sort of like asking how do I prove that love is better than not having love. I know, I know… an odd example perhaps but also ephemeral to prove or disprove. Here is what I think about that (NPS not love – I’ll save that for another post):
Posted in Customer Experience, Customers, Loyalty
Tagged Communication, Customer Experience, Loyalty, Net Promoter Score
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Leading the charge in Customer Experience
I’ve been reading a great deal on customer satisfaction this and customer loyalty that here lately. Working on a reimagining (so to speak) of my function and purpose within the customer experience realm. Here is a challenge for you – how do you inspire a company to become more customer centric? It’s the holy grail right now – a new version of the field of dreams. I see it as two things – inspiration and engagement. You can inspire but if action doesn’t follow (and shortly) then engagement drops off and you have less credit than when you started the whole thing. I say… let’s break the mold and stop worrying so much about the numbers and start worrying far more about the people – our people and our customers as people.
Customer loyalty – how do you define it?
It’s been an interesting year for those of us in the customer experience realm. Lots of passion on both sides of the fence regarding the Net Promoter Score has resulted in positive good overall – it has raised awareness of the era of customer choice. The more aware a company and its leaders are regarding their customers and their customer needs, the better opportunity that company has to grow organically. Having used a number of the methods espoused by the various experts, I can see the pros and cons of each of the methods. What I find the most interesting is not what method but why they choose the method. Surprisingly, many times that choice is made without actually looking at how their market works and how their customers behave. Looking their first really helps narrow down the field of what methods will work best for measuring and driving customer loyalty.