3 Ways to Stop Your NPS Program From Destroying Your Customer Experience
I love NPS programs (Net Promoter Score)–when they’re designed and executed well. When I was at Verizon, The Ultimate Question was required reading for every manager on my team. An NPS program is a powerful way to measure the customer experience. And...
Winning Client’s Loyalty: The Power of Relationships (Jonathan Low)
Winning Well Connection We first met Jonathan when he was introduced as the President of the Global Speaker’s Federation. He struck us then as a statesman and diplomat. A few months later, I (David) enjoyed a wonderful dinner with Jonathan as he traveled through...
Create Customer Confidence By Delivering Consistent and Predictable Experiences (with Video) (Shep Hyken)
Winning Well Connection I first met Shep when we were both keynoting at International Customer Service Association conference in Florida. It was my very first external keynote (I was still working as an executive at Verizon) outside of Verizon and Shep was the...
