Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or…
Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors
We’ve all had it happen. As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. As a result of their self-preoccupation, we were left to feel like we were intruding on their text messaging session, their online purchase, or interrupting their…
Thanksgiving & Your Business Year-Round
Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more. It turns denial into acceptance, chaos to order, confusion to clarity. It can turn a meal into a feast, a house into a home, a stranger into a friend. “ I’ve taken the liberty…
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