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...
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...
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...
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