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Strategic Discipline Blog

NPS Grows Revenue – Missing Value from NPS

Posted by Douglas A Wick on Mon, Mar 18, 2019

Can improving your customer service increases revenue?

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Topics: Customer Feedback, Net Promoter Score, Qualitative Customer Feedback, Quantitative Customer Feedback, NPS

Brand Advocates Far Ranging Influence

Posted by Douglas A Wick on Mon, May 1, 2017

Upfront confession, I stole this idea from The DiJulius Group’s blog Ellen Shocks Waitress Who Delivers Great Service | The Power Of Brand Advocates. If you want to get the inspiration behind this blog, go straight to the link.

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Topics: Customer Feedback, Customer Advocacy, Qualitative Customer Feedback, customer loyalty, NPS, Customer

Bad Profits – Wells Fargo’s Avarice

Posted by Douglas A Wick on Thu, Oct 22, 2015

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.

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Topics: The Ultimate Question, customer survey, Customer Feedback, customer service, Quantitative Customer Feedback, customer loyalty, NPS

Growth Summit cont Fred Reichheld The ultimate Question – Customer Advocacy

Posted by Douglas A Wick on Fri, Feb 1, 2008

How do you measure customer loyalty? How important is customer loyalty? Fred Reichheld suggests that most companies are doing customer loyalty all wrong, and yet it is the one thing that when done right secures real growth for your business. In Fred’s presentation he discussed his books, The Ultimate Question, Loyalty Rules and The Loyalty Effect, mostly highlighting recent information in the latest offering, The Ultimate Question.

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Topics: Net Promoter Score, Growth Summit, NPS, Fred Reichheld

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1. Priorities: Determine your #1 Priority. Achieve measurable progress in 90 days.

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The Strategic Discipline Blog focuses on midsize business owners with a ravenous appetite to improve his or her leadership skills and business results.

Our 3 disciplines include:

- Priorities
- Metrics
- Meeting Rhythms

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