nps
Learning from Pizza Hut & Borders: Can Performance Incentives Hurt the Customer Experience?
April 29 by Brian CantorUnder the irrefutable philosophy that happy, productive agents create satisfied, engaged customers, wise brands implement meaningful incentive programs. By showering compelling rewards—not s...
Improvements to Make, Questions to Ask During Customer Service Week
October 05 by Brian CantorWe 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 q...
Why American Express Still Cares About Net Promoter Score
September 02 by CCW Digital EditorLearn 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! Wher...
Net Promoter Score - The Search for the Magic Pill
September 08 by Customer Contact WeekWe’re all on the lookout for the newest approach, for that proverbial magic pill that will give us a leg up on the competition. Fred Reichheld, in his book The Ultimate Question, believes that...