Tag: detractors

customer experience

The call center had ventured into this unknown territory organically. Their leadership knew their processes needed rigor, so they called me in to take a look and help them create a scalable model. My basic question, “How do you measure performance?” was met with an embarrassed silence followed by the awkward answer, “Attendance and adherence to schedule.” Now you don’t need to be a

Are Your Meetings Effective? Measure Your Meeting “Net Promoter Score” thumbnail

Do you run effective meetings? When was the last time someone left one of your meetings and told everyone, “that was a GREAT meeting. You’ve really got to come next time.” Do you have a good sense of what they are saying? Would they come if they had a choice? Many companies use the idea of the Net Promoter Score asking the “Ultimate Question” to measure their customer service. This