Featured Case Study

What Matters Most in a NetPromoter Environment

A large financial services company, who had a long history of using customer satisfaction as the key measure of loyalty, adopted a NetPromoter measurement approach given its improved ability to predict customer loyalty. With the Net Promoter measure in place, the company watched their scores decline with little insight into the root cause for this decline or what could be done to reverse it.  (Read more)

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Featured White Paper

When the Tough Get Going:  5 guiding principles to craft a great customer experience  & grow market share  in difficult economic times

Historically, when we've faced tighter budgets and volatile markets, out of necessity, our business development efforts get focused, things tend to get done with less time and/or money and greater efficiencies are drawn out of our employees.  We seem to get better.  More focused.  More creative.  More effective.
 
And so it is with some hindsight that, when I hear the "R" word, I prefer to see it as a reminder that opportunities to grow market share and prosper in tough economic times are plentiful.  But it isn't easy and here's why (Read more)

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