net promoter score Archives

3 Ways to Stop Your NPS Program From Destroying Your Customer Experience

by Karin Hurt | Oct 3, 2017 | By Karin Hurt, Customer Service, Results & Execution, Winning Well | 0 comments

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...

Why NPS (Net Promoter Score) is Never Enough

by Karin Hurt | May 27, 2015 | By Karin Hurt, Communication, Employee Engagement & Energy, Results & Execution | 4 comments

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...

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

by Karin Hurt | Nov 8, 2012 | By Karin Hurt, Results & Execution | 9 comments

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...