#netpromoter

Leadership is About Impact by Jim Johnson

I met with my leadership team the other week to talk through a “what if” scenario.  The possibilities, as I explained, were exciting.  It would require more work.  It would require being challenged and stretched.  It would require change.

My leadership team then met (without me) a few days later to talk through this scenario.  They individually have shared with me some of what they discussed.

Not…

Is NPS Just Another Question In Your Customer Feedback Survey? Oops!

Written by Vivek Jaiswal | Co-founder, Customer Guru

Are you adding NPS as just another question in your customer satisfaction survey?

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. This is a…