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Content Related to net promoter score



• The Key to Making Your Voice of the Customer Actionable: Choosing the Right Metric The key to profitably increasing revenue and market share lies in creating and delivering superior competitive value—and this is especially true in a lean economic environment. Ask all your customers—business or consumer—about any recent purchase, and they will likely tell you that they were seeking the best possible quality at the most competitive price. This is the very definition of val....Read more

  Contributor:  Reg Goeke Tags: customer | customers | quality 06/17/2009  5:28:00 PM EDT

• Leveraging Customer Feedback for Profit: Advances in Speech Analytics for Voice of the Customer Customer feedback is critical to a company's success. Colette Yee, a graduate of Wharton Business School is the Director of Marketing for Utopy, a provider of speech analytics. Yee explains the importance of customer feedback and new trends in leveraging voice of the customer for profit and provides unique insight into the customer’s perception, concerns, needs, future behavior and overall....Read more

  Contributor:  Colette Yee Tags: voice of the customer | customer | voc 09/10/2009  12:00:00 AM EDT

• Growing Through a Recovering Economy…Are Traditional Call Center Metrics Enough? “Hello, my name is Jane. How may I help you today? Yes, Mrs. Smith, how are you today? I am happy to help you with your order!... Thank you for your order, Mrs. Smith. I’d like to go over the details with you again to make sure I have everything correct.  Now, Mrs. Smith, may I verify the delivery address?... Thank you, Mrs. Smith, and have a nice day!” As ....Read more

  Contributor:  Vivian Blade Tags: call center | customer loyalty | metrics 09/14/2009  12:00:00 AM EDT

• 	Why American Express Still Cares About Net Promoter Score Learn how American Express’ Derek Martin and other high-level customer thought leaders parlay customer insight into business success— get details on the 2011 Customer Insight Week ! Whereas “metrics” and “benchmarks” have historically helped pique interest in customer
  Contributor:   Tags: net promoter score | nps | customer loyalty 09/02/2011  12:00:00 AM EDT

• The Customer Loyalty Matrix In the past few months we’ve described some of the key tools for the Define, Measure and Analysis phases of a modified DMAIC that will shift your Six Sigma process improvement initiatives from an internal focus on cost cutting to an external focus on market share and top-line revenue. This month we’d like to extend the tools of the Analysis phase of DMAIC to include a detailed look at Custome....Read more

  Contributor:  Reg Goeke Tags: Six Sigma | CTQs | customer loyalty 03/14/2011  12:00:00 AM EDT

• AMEX on Customer Experience: How to Make Service Your “Biggest Competitive Advantage” In 2012, few in the business world would dare dismiss the importance of the customer experience.  Though some might debate the significance of certain trends and channels, when it comes to the overall question of delivering a satisfactory service level for customers, relevance is beyond question. But as professionals talk about “competing on the customer experience” and delivering el....Read more

  Contributor:  Brian Cantor Tags: amex | customer experience | customer satisfaction 04/05/2012  12:00:00 AM EDT

• Improvements to Make, Questions to Ask During Customer Service Week We are in the heart of Customer Service Week, and while this is indeed a time to recognize the value customer service professionals play in the success of their organizations, it is also a time to question what additional value needs to be uncovered. What challenges in customer management still linger?  Which “trends” and “best practices” are for real, and which will be f....Read more

  Contributor:  Brian Cantor Tags: customer service | metrics | aht 10/05/2011  12:00:00 AM EDT

• Sitel's Take on the Future of Call Center Management Sitel's Vice President of Marketing, Joe Doyle, discusses the future of the global call center industry, and how Sitel has managed to thrive within it.  How long has Sitel been around? How did it originate?  Sitel was founded in 1985, as a result of the purchase of an answering service company, HS800, owned by United Technologies. In October 2006, the company was acquired by Cl....Read more

  Contributor:  Joe Doyle Tags: Sitel | United Technologies | outsourcing 09/21/2010  12:00:00 AM EDT

• 	Quality Monitoring and Technology vs. Old-Fashioned Skill Steve Riddell, Vice President of Operations for Blinds.com, participates in a live interview from 2011's Call Center Summit in Orlando. Riddell reviews what he discussed in his keynote session, which focused on technology clashing with the call center agent, managing a multi-channel operating
  Tags: Call Center Summit | Blinds.com | quality monitoring

• Applying Social Media to Call Center Recruiting In the world of recruiting, using social media as a recruiting source has become one of the hottest trends lately. Dr. John Sullivan, writing in ERE.Net, calls social media “the most powerful recruiting tool since the telephone.” How viable is social media for volume hiring in the call center? As a Director at FurstPerson, I conducted some high level research to determine candidate views ....Read more

  Contributor:  Tim McDaris Tags: customer experience | social media | Facebook 10/19/2010  12:00:00 AM EDT

• 	How to Make the Most of Your Customer Feedback Data SVP of Marketing for Confirmit, Gary Schwartz, talks with CMIQ about customer feedback data, and how modern trends like social crm are changing the nature of what needs to be measured. Gary also gives a few examples of Confirmit's collaborators concerning data analysis, and what the
  Contributor:   Gina Scanlon Tags: customer base | software | data capture 10/14/2010  12:00:00 AM EDT

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