By Brooke Cade Do you know your company’s NPS? Knowing your Net Promoter Score, what it means, and how you can transform it can go a long way to drastically improving your customer loyalty. Definition A Net Promoter Score is a metric that places your customers into three groups: Promoters (score 9-10) are loyal enthusiasts who […]
In the first season of Mad Men, Don Draper says, “The day you sign a client is the day you start losing one.” It’s a sobering thought. Almost every business relationship eventually comes to an end. Sometimes it’s over a major disagreement, but more often these relationships die a death of a thousand cuts. We’re […]
You’re over-thinking it. You’re banging your head against the wall trying to figure out how to “think outside the box” and come up with a “WOW Factor” that will differentiate you from your competition. “What can I do that’s really different and exotic that no one else is doing? Hmmmmm……” You want a WOW Factor? […]
I’ve been writing customer service articles for over 25 years and always appreciate comments and stories that come from our readers. Jacques De Villiers responded to one of the articles, which was about shifting your vocabulary. The concept was if we called our customers something other than customers, how could that change the mood, feeling and even […]
Which wireless company do consumers say provides a great experience, service and value? It’s AT&T*, according to the J.D. Power Wireless Purchase Satisfaction Study, Volume 2. AT&T outscored all other full-service wireless providers for the overall purchase experience evaluating stores, online and by phone. AT&T’s latest performance comes just after it also ranked highest in […]