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Entries Tagged ‘NPS’

Outside-In Thinking Must Produce Inside-Out Actions

Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. […]


Better Outcomes, Less Effort

Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort. Better Outcomes The goal of any customer service interaction is to resolve the customer’s issue. It may sound […]