This document outlines 11 proven approaches to improving customer feedback and employee engagement: 1) have a strong change management focus, 2) introduce Employee NPS, 3) share insights with customers and employees, 4) empower employees to tag bad business processes, 5) team NPS targets and personal development plans rather than individual targets, 6) appoint customer champions, 7) brand the NPS process, 8) create "Vox Pop" videos to share success stories, 9) have senior management call employees associated with top ratings, 10) push positive customer comments into reward programs, and 11) add NPS to the employee induction program. It also advertises a free guide to implementing NPS from Genroe, an Australian customer experience management
21 Best Practices for Effective Call Quality MonitoringTentacle Cloud
The quality of the call has a direct impact on the customer experience. Many companies do not even have any idea how the quality of the calls is affecting their bottom line. This results in customers getting irritated and chances are they might not come back to you.
www.tentaclecloud.com/signup.php
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
Give your staff the tools they need to create positive experiences for their patients. Even in the best organizations, things go wrong and patients/residents and their families are inconvenienced. Research shows that effective handling not only keeps them from leaving, it actually strengthens their loyalty. If done well, Service Recovery can significantly improve profitability.
21 Best Practices for Effective Call Quality MonitoringTentacle Cloud
The quality of the call has a direct impact on the customer experience. Many companies do not even have any idea how the quality of the calls is affecting their bottom line. This results in customers getting irritated and chances are they might not come back to you.
www.tentaclecloud.com/signup.php
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
Give your staff the tools they need to create positive experiences for their patients. Even in the best organizations, things go wrong and patients/residents and their families are inconvenienced. Research shows that effective handling not only keeps them from leaving, it actually strengthens their loyalty. If done well, Service Recovery can significantly improve profitability.
Dynamics Day 2014: Microsoft Dynamics CRM - Customer Service ExcellenceIntergen
A look at why it makes sense to provide service and support using Dynamics CRM. This session covers the customer service experience building blocks and the features and benefits of Unified Service Desk (USD).
Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
How do companies improve their first call resolution? New research by The Ascent Group shares first call resolution best practices and measurement techniques.
Digital customer service for the digital age 24th march indigo blue peer 1 ...Dominic Monkhouse
Power to Your People – The Death and Rebirth of CRM
Presentation title: Digital Customer Service for the Digital Age
Dominic Monkhouse describes how audiences are operating online and how to deliver outstanding service through online channels
As a self-service evangelist, Dominic will be speaking about the ways in which digital customer service can improve the satisfaction of members rather than reduce it. Using experiences from his own business background as well as those of some of the world’s most customer focused organisations, Dominic will bring into sharp focus what members really want, and how we should be helping them to help themselves.
Additional talking points / details:
· Applications of social media channels, such as Twitter and Facebook, to deliver a service message
· Engaging with consumer audiences to understand satisfaction through techniques such as Net Promoter Score
· Benefits of adopting channels for two-way, open and transparent communications; building communities and engagement through social media
How to Systematically Improve First Contact ResolutionUpstream Works
FCR is a quality process. Improve agent performance systematically along with the bottom line.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s important that everyone within your organization is set up to act on the data you’re receiving as part of your customer feedback program.
We’ll dig into having a champion, establishing the right culture, aligning with current processes of your organization, and how to motivate employees, from hourly to upper management to create a successful program.
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.
Dynamics Day 2014: Microsoft Dynamics CRM - Customer Service ExcellenceIntergen
A look at why it makes sense to provide service and support using Dynamics CRM. This session covers the customer service experience building blocks and the features and benefits of Unified Service Desk (USD).
Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
How do companies improve their first call resolution? New research by The Ascent Group shares first call resolution best practices and measurement techniques.
Digital customer service for the digital age 24th march indigo blue peer 1 ...Dominic Monkhouse
Power to Your People – The Death and Rebirth of CRM
Presentation title: Digital Customer Service for the Digital Age
Dominic Monkhouse describes how audiences are operating online and how to deliver outstanding service through online channels
As a self-service evangelist, Dominic will be speaking about the ways in which digital customer service can improve the satisfaction of members rather than reduce it. Using experiences from his own business background as well as those of some of the world’s most customer focused organisations, Dominic will bring into sharp focus what members really want, and how we should be helping them to help themselves.
Additional talking points / details:
· Applications of social media channels, such as Twitter and Facebook, to deliver a service message
· Engaging with consumer audiences to understand satisfaction through techniques such as Net Promoter Score
· Benefits of adopting channels for two-way, open and transparent communications; building communities and engagement through social media
How to Systematically Improve First Contact ResolutionUpstream Works
FCR is a quality process. Improve agent performance systematically along with the bottom line.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s important that everyone within your organization is set up to act on the data you’re receiving as part of your customer feedback program.
We’ll dig into having a champion, establishing the right culture, aligning with current processes of your organization, and how to motivate employees, from hourly to upper management to create a successful program.
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.
Employee engagement ideas and employee alignment best practicesJack Morton Worldwide
We live in a marketing world of explosive change: new channels, newly empowered consumers and a new commitment by brands to re-write old rules. So why is it so much still hasn’t changed about how brands engage their own employees?
But isn’t it all one brand? And isn’t it all dependent on creating a distinctive and great experience—with employees at the core? We think so. It’s time for new words to describe employee engagement—words that speak to a new approach to the field. Instead of employee engagement, how about Brand Experience Alignment?
0601057 analysis of customer feedback for the study of Supa Buoy
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
For some new managers, the idea of giving performance reviews and being responsible for others can be intimidating. For others, there are fears about how to manage people older than them. And then there are others who worry about being accepted by their new team. I too, had these fears. But over time, I have learned a lot from peers, from mentors, and from my own employees. I made some terrible mistakes, and I had some pretty good successes. These nuggets of insight are some of the best personal learnings I’ve had in my management career, and ones which I wish I knew when I started managing people.
The Manager's Resource Handbook is an online source of tools, templates and articles relating to business and management in the global environment. Our mission is the help managers and businesses succeed through the benefit of our experience. You can contact us at http://www.managersresourcehandbook.com.
10 Effective Ways to Collect Customer FeedbacksTentacle Cloud
Feedback are significant to understand what customers love about your product and how you could enhance their experience. It guides and informs your decision-making and influences your product roadmap. It is also very important for evaluating customer satisfaction among your current customers.
http://www.tentaclecloud.com/signup.php
The 9 secrets of successful customer feedback and action programsGenroe
Ever wondered how successful customer feedback and action programs differ from unsuccessful programs? We did. So we asked 80 organizations, operating at various levels of success, what they were doing.
Here's my collection of Marketing & Product Management best practices, appropriate to B2B tech companies. Would love to hear from comments and suggested improvements and additions!
Performance reviews are dead - Workforce Live San FranciscoJan Sysmans
I presented this deck at Workforce Live in San Francisco on Sept 9, 2015. This deck goes into detail on what is wrong with the current performance review and what companies can do to make it relevant again.
Differentiating Your InfoSec Company: Getting Some “Quick Wins”Security Roots Ltd.
There is increasing competition and commoditization in the information security marketplace. InfoSec companies must optimize and standardize their business processes and methodologies to differentiate themselves from competitors. This article (part of a series) discusses strategies for getting some immediate “quick wins” at your company. It looks at some steps you can take now, today, to start seeing improvement and better responses from your clients.
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
PM Forum - How to close the loop on client feedbackBen Sutton
Feedback is a source of insight which enables a firm to differentiate its brand in ways that matter to clients. Marketing and BD teams have an essential role to play.
E book - Hiring tool kit for Smart RecruitersTalview
Talview E-book for recruiters gives a complete working tool kit for recruiters for a better and quality hiring. The E-book is divided into brief Six chapters where it gives complete information about the innovative change in the Talent Acquisition Department.
While sales process implementation is not a simple task and may require more of your time now than you'd like to attribute to it, the rewards justify your investment and payback comes much sooner than you would think.
Are your service level reports all green, but your customer is still not happy? That's because traditional time-based IT support metrics suck. Discover a better way to measure IT service quality.
This is the slide deck from our first webinar - Kick start your Net Promoter System®. The webinar is available for offline viewing, please contact us to get access to it for FREE!
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
https://skyeresidences.com/commute/
https://skyeresidences.com/contact/
https://skyeresidences.com/queen-suite-with-sofa-bed/
https://skyeresidences.com/queen-suite-with-sofa-bed-and-balcony/
https://skyeresidences.com/queen-suite-with-sofa-bed-accessible/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-king-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed-accessible/
#Skye Residences Etobicoke, #Skye Residences Near Toronto Airport, #Skye Residences Toronto, #Skye Hotel Toronto, #Skye Hotel Near Toronto Airport, #Hotel Near Toronto Airport, #Near Toronto Airport Accommodation, #Suites Near Toronto Airport, #Etobicoke Suites Near Airport, #Hotel Near Toronto Pearson International Airport, #Toronto Airport Suite Rentals, #Pearson Airport Hotel Suites
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
2. 1. Have a strong change management focus
• Look at the predictable fears and issues people will have and pre-plan
how you will address them.
– For example:
• If you introduce a transactional feedback survey and attach a front line
person’s name to that survey, it doesn’t take much empathy to know that
those people are going to worry about how that feedback is going to be
shared and actioned.
• If you don’t actively address that concern your front line staff will spend a lot
of time coming up with worst case scenarios.
2
3. 2. Introduce Employee NPS® (eNPS)
• Employee NPS is an operational measure, just like NPS.
• It uses a very similar question, except it asks:
– “How likely would you be to recommend us as an employer to your friends”
• By introducing eNPS at the same time as NPS, employees can see how the
process works, from the inside, so to speak.
• It will also allow you to keep a track of employee engagement over the
long term.
3
4. 3. Share insights with customers and employees
• Your customer feedback process will generate lots of new and interesting
insights about how to improve your business.
• Many companies seem to think that these customer feedback insights are
top secret.
– They worry: “what if a competitor gets hold of this information”.
– This is a valid concern but a very minor one.
• The real concern is that if you don’t share the information with all staff –
the ones that can actually affect change – nothing will happen.
• Sharing with customers reinforces that their time invested in providing
feedback is not wasted.
• Sharing with employees because when employees can see how the
responses from customers are actually making a change in the business
they will engage more deeply in the process.
4
5. 4. Empower employees to tag bad business processes
• While management are often unaware of business process issues,
customers and front line staff know them all.
• Front line staff will know intimately the crazy hoops they have to jump
through to get that slightly oddball order to process correctly.
• Find a way to let staff tag your bad business processes
– It will drive up employee engagement.
– It will help you to identify the business process issues that are
driving down customer loyalty and driving up costs.
5
6. 5. Team NPS targets and Personal development plans.
• Rather than set NPS targets at the individual level, do it at the team
level.
– The focus should be much less on the score and much more on
the personal development plans of the people in the team.
– Focus on response rates rather than the score maximising the
feedback you are collecting and using to drive change in the
business.
6
7. 6. Appoint Customer Champions
• Best Practice Net Promoter Score Implementation Service require a
substantial governance process.
• The Process Team is key to success.
– A team of cross functional customer champions that help to
engage all areas of the company in the customer feedback and
continuous improvement process.
– These customer champions are not responsible for delivering a
great customer experiences (that’s everyone’s task).
– They are responsible for sharing the knowledge on how to
constantly improve the customer experience.
7
8. 7. Brand The NPS process
• Brand the Net Promoter process in the business.
– Give it a name and an identity to assist with engaging all employees in the roll-
out.
• It doesn’t happen immediately but if you brand the process and keep
pushing you will see change occur.
• As the business matures, the branding will become less important but it is
needed to drive initial support.
8
9. 8. Create “Vox Pop” videos to share success stories
• Create easy to share live video footage of success stores.
• Use a simple Vox Pop format to quickly capture and share good news
stories and successes widely across the organization.
• It’s fast, inexpensive and very effective.
• It makes stars of the people driving change in the business.
9
10. 9. Senior management calling employees associated with 10’s
• In a transactional survey, eyes are drawn to the dreaded 0s, 1s and
2s.
• Sure you need to work through the low scores but make sure you give
some valuable air-time to the 10’s.
• Celebrate staff who receive 10’s and congratulate them in public
forums.
• If you only focus on the low scores it can drain morale.
• Bonus tip: When talking about low scores focus on the process issue
behind the score not on the person.
– It is unusual that a member of your team intentionally caused
the customer a problem
– It is much more likely that the cause of the problem is a
process issue.
10
11. 10. Push positive customer comments into a reward and recognition
program.
• Examine how you can strip out positive customer comments related to
individual staff and push them into your rewards and recognition
program.
• Perhaps you take 10 great comments each week and give away movie
tickets to the person named or place their name at the top of a board,
along with the comment.
• It doesn’t have to cost a lot or be formal. The effect on employee
engagement in the customer feedback program is substantial.
11
12. 11. Add NPS to the Employee induction program
• Check your employee induction program. It talks about lots of
important areas of the business so make sure that you have included
a section on your Net Promoter or voice of the customer program.
• If not, what message are you sending to new staff?
12
13. Free: The Business Leaders’ Practical Guide to Implementing Net
Promoter®
• A Free Guide to Implementing Net
Promoter in Your Organization
– This document is targeted at
business people who want a
practical approach to implement
Net Promoter in their organization.
– In this step by step document we
lay out the lessons we have learnt
from 5 years and more than 20
individual roll-outs.
• You Will Learn
– What is the Net Promoter Score?
– What Net Promoter Looks Like in
Practice
– The Best Practice Net Promoter
Roll-out Process
– The Six Problems You Will Face
and How to Fix Them
13
Download
14. 11 Proven Approaches to Customer Feedback Employee Engagement
This presentation is based on a
longer blog post:
SHARE
14
Click here to read
the whole post
15. About Genroe
• Headquartered in Sydney, Australia, Genroe has been a driving force in helping companies better understand
and generate higher value from their existing customers since 2002. Banks, insurance companies, IT companies
and others used Genroe’s wide customer management services and tools to maximize customer profitability and
revenue potential.
Our core deliverables are in the area of customer feedback management and customer experience management.
• Our Customer Experience Management Services
– Customer Experience Management implementation
– Customer Retention consulting
– Product and service bundling
– Customer Loyalty Program Health check
– Creating a customer centric culture
• Our Customer Feedback Management services
– Customer feedback Services
– Net Promoter Score Practice
– B2B Customer Feedback
– Lost sale feedback and action plan
• Customer Testimonials
To hear first-hand what our customers value most in our services you can review our extensive list of customer
testimonials.
15
16. Contact Genroe
• We run projects across Australia, New Zealand and South East Asia. Below are our contact details.
Please feel free to contact us at any time.
Phone: 02 9191 4700 / +61 2 9191 4700
Email: info@genroe.com.au
16