Archive for May, 2010

Starting With a Named Account Based Program is a Money Move…….Literally.

By cherylgutierrez - Last updated: Thursday, May 20, 2010

Am I the only one that finds it strange that so many companies kick off their customer experience and loyalty programs focused on market stats, customer satisfaction scores and Net Promoter Scores (NPS) – quickly are left wondering, now what?  They ask themselves, what do we do with this?  So you have the scores and […]

Why don’t companies measure real customer loyalty?

By Steve Bernstein - Last updated: Saturday, May 15, 2010

A recent SupportIndustry.Com report:  62% of participants reported that they do not measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals. When you dive in you see it’s a low response rate and probably not statistically significant.  That said, there still are many companies out there not doing this.  […]

The Importance of “Importance”

By Steve Bernstein - Last updated: Wednesday, May 12, 2010

It’s such a simple word – we all know what “important” means – but when it comes to prioritization most of us seem to suffer from, “Everything’s important!”  Take customer feedback.  Many companies ask their customers to tell them how important something is in order to help prioritize improvement initiatives.  But does this work?  A […]

From Detractor to Promoter in 140 Characters

By LizScott - Last updated: Thursday, May 6, 2010

I am – obviously- a believer in companies having a comprehensive client satisfaction assessment program. I think it’s an important metric to track, a useful tool for planning, and an ethical way to run a business. And while I think it’s important to have metrics and tracking and predictive tools, I am finding it equally […]