Net Promoter Score (NPS) is the leading indicator of growth. Simple as the number may seem, the results are powerful enough to reduce churn, foster customer loyalty and ultimately enhance customer experience. Whether you run an ecommerce store or manage brick-and-mortar, understanding your customers and providing them a platform to express their sentiment is critical to identify bottlenecks and drivers of your business….

This is a story about how a silly mistake can take away from your business. Enhance customer experience by eliminating it and putting processes in place that don’t damage what you’ve worked so hard for.
So I don’t know how it actually happened, but my friend Rhonda, who is a HUGE Starbucks junkie convinced me to buy one of their cups so that I can have it refilled the next time I went back to Starbucks. …

The 5 competency framework
Earn the right to grow by improving your customers’ lives. This is a noble concept, but planning and execution can be a major barrier. Our special guest speaker, Jeanne Bliss is an expert in guiding C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

I love blogging! Every time I blog, I make sure to collect consumer insights so that I can enhance my craft. I have been blogging at QuestionPro for the past few years, and typically, I’d manually distribute surveys to respondents. I have received great customer feedback, but I’ve always looked for an easier way to collect consumer insights.  …

Who would have imagined that this day would come? Certainly Steve Jobs and many others saw this coming years ago. We’ve moved from apps (ex/ Microsoft Outlook and Word) to the cloud (ex/ Gmail and Google Docs), to a rich app ecosystem on mobile devices. Regardless of how we’ve ended up here, it’s now obvious that app usage is widespread and growing.