Clik here to view.
NPS Step 4: Systematize Your Net Promoter Score Program (4 mins)
Learn what you need to consider when launching your Net Promoter Score Program. Communicate to your staff and customers the importance of conducting customer research and listening to customer...
View ArticleClik here to view.
NPS Step 3: From the Top – Net Promoter Score Leadership (3 mins)
Learn what actions leaders and managers need to take to improve your customers’ experience using the Net Promoter Score. Using this customer research strategy will improve your customer service, word...
View ArticleClik here to view.
NPS Step 2: Know What is Driving your Net Promoter Score (3 mins)
Learn how to craft survey questions that identify what your customers care about and how to improve their experience. This research enables you to measure how effectively you’re delivering on your...
View ArticleClik here to view.
NPS Step 1: The Basics of the Net Promoter Score for Customer Research (3 mins)
Learn how to calculate your Net Promoter Score. The Net Promoter Score is a customer research tool that tells you how likely is it that someone will recommend your company to their family, friends and...
View ArticleCustomizing “Customer Loyalty” as a Strategy Tool for Non-Profits
Non-profits are complex. “Customers” are not the sole drivers of financial stability, and revenue is not the only measure of success. Non-profits need to be concerned with whether the service being...
View ArticleEnhance Customer Loyalty by Providing Value
Today is the first annual Customer Experience (CX) Day! Yes, that is correct. A day, recognized by the U.S. Congress, celebrating customers, their experience and those on the front lines who provide...
View ArticleEnhance Customer Loyalty by Providing Value
Today is the first annual Customer Experience (CX) Day! Yes, that is correct. A day, recognized by the U.S. Congress, celebrating customers, their experience and those on the front lines who provide...
View ArticleClik here to view.
NPS Step 5: Customer Engagement Required – Net Promoter Score (4 mins)
Learn how to lead by design to make a positive difference for customers using a Net Promoter Score program. The Net Promoter Score tells you how likely is it that someone will recommend your company...
View ArticleClik here to view.
Voice of the Customer – Balanced Scorecard Approach at the Grass-Roots Level...
This is Part 2 in a 3 part series on Voice of the Customer presented by OnStrategy as part of our Strategy Huddle webinars. Knowing your Net Promoter Score is one thing. Knowing what drives your Net...
View ArticleClik here to view.
Improve Net Promoter Scores to Generate Trust and Treasure
The Balanced Scorecard can be a wealth of information, but most organizations can become perplexed about how to get meaningful measurements about customers and employees that gets beyond seeing them as...
View Article
