You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why:Read more "We Don’t Need An NPS-[fill in the blanks]"
I know a lot has been said about Net Promoter Score (NPS), and I’m not in this world to judge anyone who’s working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though. Unfortunately the Net Promoter Score is not working for me right now. And here’s why:Read more "Sorry NPS, I’m not buying (it).."
here’s an overview of the best read posts on my blog in the first 6 months of 2011. Check them out!Read more "Top 5 reads on this blog over the past 6 months.."
I believe we need a fundamental change in our perspective on Customer Service to have a sustainable impact on business results. Here are the changes in “Five perspectives on Customer Services” we need todayRead more "Because it is time you take Customer Service seriously.."
Some months ago I wrote about how The Killer Customer Services or Loyalty Metric does not exist. In that post I provided an example of my own experience that it is not the metric that will improve the performance of the company, but how it is applied and how it is fully embraced in the […]Read more "NPS & The Customer Experience"