Comments on: Your Own Personal Report Card http://millerindustrial.wordpress.com/2008/07/08/your-own-personal-report-card/ Commercial and industrial market news for Northern Nevada Fri, 11 Sep 2009 11:21:27 +0000 http://wordpress.com/ hourly 1 By: Diane Lapointe http://millerindustrial.wordpress.com/2008/07/08/your-own-personal-report-card/#comment-88 Diane Lapointe Sat, 21 Feb 2009 23:05:51 +0000 http://millerindustrial.wordpress.com/?p=34#comment-88 Tom; Thank you for your inspiring article. Nowadays, it's imperative that we focus on the highest level of service to our customer base. I have worked for an organization that was very committed to surveying their customers in the form of an anonymous survey letter after the transaction was completed. It gave our customers an even greater opportunity to share their honest comments with the company. The comments were sometimes brutal but we had a chance to really examine the way that we provided customer service. Your article also reminded me of another company who set the pace for great customer service in the retail industry. When I lived in Seattle, shopping at Nordstrom was always a great experience. They were so focus on delighting their customers that I eventually eliminated their competition from my shopping trips. Let's make NPS part of our regular vocabulary. Tom;

Thank you for your inspiring article. Nowadays, it’s imperative that we focus on the highest level of service to our customer base. I have worked for an organization that was very committed to surveying their customers in the form of an anonymous survey letter after the transaction was completed. It gave our customers an even greater opportunity to share their honest comments with the company. The comments were sometimes brutal but we had a chance to really examine the way that we provided customer service.

Your article also reminded me of another company who set the pace for great customer service in the retail industry. When I lived in Seattle, shopping at Nordstrom was always a great experience. They were so focus on delighting their customers that I eventually eliminated their competition from my shopping trips.

Let’s make NPS part of our regular vocabulary.

]]> By: Bookmarks about Personal http://millerindustrial.wordpress.com/2008/07/08/your-own-personal-report-card/#comment-73 Bookmarks about Personal Fri, 24 Oct 2008 06:15:16 +0000 http://millerindustrial.wordpress.com/?p=34#comment-73 [...] - bookmarked by 2 members originally found by scorpio98 on 2008-10-02 Your Own Personal Report Card http://millerindustrial.wordpress.com/2008/07/08/your-own-personal-report-card/ - bookmarked by 6 [...] [...] – bookmarked by 2 members originally found by scorpio98 on 2008-10-02 Your Own Personal Report Card http://millerindustrial.wordpress.com/2008/07/08/your-own-personal-report-card/ – bookmarked by 6 [...]

]]> By: Adam Dorrell http://millerindustrial.wordpress.com/2008/07/08/your-own-personal-report-card/#comment-64 Adam Dorrell Wed, 09 Jul 2008 12:44:09 +0000 http://millerindustrial.wordpress.com/?p=34#comment-64 Tom good thoughts on the Net Promoter Score. I've been using it for four years in many different organisations, and we've not failed to see significant improvements in customer service. If the entire organisation understands Net Promoter Score (and it's not difficult!) you can actually change a company culture to become more customer focused. It's possible to start measuring it manually and with a spreadsheet to graph it. Any small business can do it. After a while you want to invest in specialist tools like CustomerGauge to help but the first steps are most important. Finally, you may find this "2 minute guide to Net Promoter" in cartoon format interesting... http://customergauge.com/wordpress/?p=42 Adam Tom
good thoughts on the Net Promoter Score. I’ve been using it for four years in many different organisations, and we’ve not failed to see significant improvements in customer service.

If the entire organisation understands Net Promoter Score (and it’s not difficult!) you can actually change a company culture to become more customer focused.

It’s possible to start measuring it manually and with a spreadsheet to graph it. Any small business can do it. After a while you want to invest in specialist tools like CustomerGauge to help but the first steps are most important.

Finally, you may find this “2 minute guide to Net Promoter” in cartoon format interesting… http://customergauge.com/wordpress/?p=42

Adam

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