It wasn’t long ago when speed of delivery wasn’t expected to be next day.Read More
Strategic Discipline Blog
Topics: Customer Feedback, Net Promoter Score, customer satisfaction metrics, customer loyalty, Fred Reichheld, Customer Satisfaction
In October of 2008, I wrote a blog Even in a difficult economy Customer Service can Make a Difference! My car wash customer was looking to improve his business during the summer, due to skyrocketing gas prices. The solution: measure customer satisfaction. Autopia Car Wash in California was one of the first customers I shared Fred Reichheld’s Ultimate question, Net Promoter Score (NPS).Read More
Topics: Good to Great, customer survey, Net Promoter Score, customer satisfaction metrics, Jim Collins, customer loyalty, Fred Reichheld, Winning on Purpose
Can improving your customer service increases revenue?Read More
Topics: Customer Feedback, Net Promoter Score, Qualitative Customer Feedback, Quantitative Customer Feedback, NPS
We continue sharing the Gazelles Growth Tools that Positioning Systems and Gazelles coaches provide for our customers on Execution, one of the Four Decisions your company needs to get right or risk leaving significant revenues, profits, and time on the table. A reminder that these four decisions are: People, Strategy, Execution, and Cash.
Topics: Customer Feedback, Net Promoter Score, Employee Feedback, Four Decisions, Execution, Critical Numbers
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.
Topics: Net Promoter Score, employee engagement, customer service, Q12
A customer complaint is a good thing. It means you know that you need do to something for improvement.
Topics: Customer Feedback, Net Promoter Score, employee engagement, customer service, customer satisfaction metrics, Qualitative Customer Feedback, customer loyalty
Customer Satisfaction surveys should be part of your company’s regimented discipline to stay in touch with evolving customer relations. With respect to customers, Gazelles/Rockefeller Habits coaches like Positioning Systems suggest your business have your top line leadership team calling one or more of your customers a week to conduct a personal survey of four questions to stay in close contact with your customers and then report this information as part of your weekly meeting rhythms.
Topics: The Ultimate Question, customer survey, Customer Feedback, Net Promoter Score, customer satisfaction metrics, Customer Advocacy
Monday after 5 consecutive weeks tied to my little pole friend (IV equipment coaster) I was free for all of about 24 hours from it. I was ecstatic! Freedom! I could walk down the halls, to my bathroom, get up from eating without fear of being tethered to this anvil and have complete independence of movement. I can’t tell you how upset I was when I discovered at around 1 AM yesterday morning that I would be shackled to it again.
Topics: The Ultimate Question, Customer Feedback, Net Promoter Score, Qualitative Customer Feedback, Quantitative Customer Feedback
In your business do you place the highest priority on measuring performance and productivity? Sales revenue, units sold, profit margin, efficiency standards. Are these gold standard in your business?
Topics: Net Promoter Score, employee engagement, Core Values, employee performance, Core Purpose