Tag Archives: NPS

Customer based executive compensation

Posted on May 25, 2010 by Tabitha

Before you say anything, I recognize I’ve been somewhat absent.  My fault completely, no excuses, just an attempt to do better and be more present.  To kick things off – I was fortunate to be at the Engage Summit http://engagesummit.com/ last week (as a speaker no less).  It was quite interesting, some fascinating speakers and topics, lots of good grist for blogging as well, so you should see me back here more often as a result.  Read more...
(292 words, estimated 1:10 mins reading time)

Posted in Customers, Executive compensation, KPI, Metrics | Tagged , , | 4 Comments

Proving the value of NPS

Posted on November 12, 2009 by Tabitha

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.  Read more...
(246 words, estimated 59 secs reading time)

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

NPS Survey Levels

Posted on November 3, 2009 by Tabitha

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.  Read more...
(402 words, estimated 1:36 mins reading time)

Posted in Customer Experience, Surveys | Tagged , , , | 3 Comments

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