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?
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Topics: customer service, employee performance, habits, The Power of Habit, Education & Training, routine, Alcoa, Paul O'Neill, Starbucks
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.
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Topics: Net Promoter Score, employee engagement, customer service, Q12
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.
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Topics: customer service, strategy, Seven Strata of Strategy, Brand Promise
A customer complaint is a good thing. It means you know that you need do to something for improvement.
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Topics: Customer Feedback, Net Promoter Score, employee engagement, customer service, customer satisfaction metrics, Qualitative Customer Feedback, customer loyalty
What’s you reason to gather customer feedback?
You are collecting customer feedback aren’t you?
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Topics: The Ultimate Question, customer survey, Customer Feedback, customer service, customer survey questions, customer loyalty
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