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: Loyalty
Customer focused dashboards
I’ve been hearing a lot of questions about metrics and dashboards these days, especially the desire to have them be customer focused or customer centric. One of the things I have been working on is how to build a more customer focused dashboard.
Posted in Customer Experience, KPI, Loyalty, Metrics, Retention
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Part 1 cont. – Brand, product or service
When I am designing the key metric question (customer satisfaction or loyalty), I take a look at what I want to improve first. These questions can be asked at multiple levels – each will mean something different to my customers and each will give me different information to drive improvements.
Brand – Product – Service
Posted in Loyalty, Metrics
Tagged brand, customer loyalty, customer satisfaction, product, service, Survey Design
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Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure? Some version of this question is the most frequent one that I get from people and companies starting out on their journey. And I’d like to offer a straight forward, easy answer but really the answer is… it depends.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
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The core of a customer experience program
With so many customer experience programs beginning, many people are asking, “Where do I start?” It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program. And it might be interesting for those of you who are already well under way in your program.
The iPad as an e-reader
I love the ability to make successful recommendations. When I love a product or a service or an idea, I can’t wait to share it with my friends, family and colleagues. And when that recommendation is equally well liked and received, then I feel great. Surely I can’t be alone in that, right?
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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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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2009 – Kicking off the new year
The holidays are over and I am back to work after my longest vacation off in my working history. It was lovely but it will come as no surprise to those close to me when I mention that I managed to snag an awful virus and was sick for the whole two weeks. I am still dragging through the dregs of it… All of that aside, it was a lovely and quiet holiday, filled with family time and I treasure the opportunity I had.
Posted in Balance, Customer Experience, Loyalty, Vacation, Work
Tagged Balance, Customer Experience, Loyalty, Vacation, Work
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