In Fred Reichheld’s first book The Ultimate Question introducing Net Promoter Score, the standard for gauging Customer Satisfaction, he spoke about a specific issue that many companies have deriving what he called “bad profits” from their customers. An example he gave at the time was staying at a hotel and having to use the phone from your room to make call. At the time of the book’s publishing many hotels were charging exorbitant fees to call, especially long distance calls.Read More
Strategic Discipline Blog
What’s your definition of Customer Service?Read More
You may recall in People: Teaching Willpower Spurs Starbucks’ Business Growth we discussed how habits changed ordinary people like Travis into an extraordinary service provider. If you don’t know how hard that might be, read the blog to discover how Travis behaved at McDonalds.
When founder and former CEO Howard Schultz returned to Starbuck after an eight year absence in 2008 the company rebounded. What happened and how did he manage to turn around a company that had lost its focus on the customer?
Measuring customer loyalty is a required best business practice to grow and maintain your customer base. Our recommended tool for our customers is Net Promoter Score discussed in What’s Your Customer Satisfaction Measurement and The Ultimate Question – Customer Advocacy.
Let’s continue to explore the Seven Strata of Strategy, Mastering the Rockefeller Habits author, Verne Harnish key strategy elements, discovered from mid-sized business owners after the last recession which moved the needle to increase revenue. For a copy of Verne Harnish’s Fortune article on The Seven Strata of Strategy and the worksheet to identify yours send me an email with Seven Strata of Strategy in the title.
A customer complaint is a good thing. It means you know that you need do to something for improvement.
What’s you reason to gather customer feedback?
You are collecting customer feedback aren’t you?
Discovered a great customer experience recently? When and how were you sure?