Comments for CustomerGauge

Comment on CustomerGauge client Volume dials up Voice of Customer in agency land by Digital Agency Drives Business with Net Promoter® | Genroe

Digital Agency Drives Business with Net Promoter® | Genroe — Tue, 14 May 2013 02:32:37 +0000

[...] to benchmark performance, increase customer loyalty and drive up business revenue. According to CustomerGauge, Volume is one of the few agencies implementing Net Promoter within their business; gathering data [...]

Comment on Webinar: Six ways to operate a World Class NPS Program (recording) by A Customer Experience Blog to Grow Your Profits and People » Free Webinar: Six Ways to Operate a World Class NPS Program

Mon, 08 Apr 2013 18:36:56 +0000

[...] Six Ways to Operate a World Class NPS Program. Sign up here [...]

Comment on CustomerGauge User Event, Amsterdam, 16 October 2012 by 5 Ways to Drive Employee Engagement with Net Promoter | Genroe

5 Ways to Drive Employee Engagement with Net Promoter | Genroe — Mon, 26 Nov 2012 22:13:58 +0000

[...] of the great conversations at the recent CustomerGauge User Group meeting was around driving employee engagement. There were some very good ideas and best practices [...]

Comment on CustomerGauge User Event, Amsterdam, 16 October 2012 by 5 More Best Practices for Net Promoter Implementation | Genroe

5 More Best Practices for Net Promoter Implementation | Genroe — Thu, 01 Nov 2012 06:07:12 +0000

[...] the recent CustomerGauge User Group meeting I hosted a best practice session to identify and share the very best ideas from the participants. [...]

Comment on CustomerGauge User Event, Amsterdam, 16 October 2012 by 6 Best Practices for Net Promoter You Can Use Today | Genroe

6 Best Practices for Net Promoter You Can Use Today | Genroe — Mon, 29 Oct 2012 23:41:15 +0000

[...] the recent CustomerGauge User Group meeting I hosted a best practice session to identify and share the very best ideas from the participants. [...]

Comment on Net Promoter News: Marketers, Metro Bank ‘get it’ but Barclays don’t, plus Smartphones, Ireland and Clockwork Home by How a bank can rebuild its brand through customer experience | CustomerFaithful

Mon, 29 Oct 2012 15:49:16 +0000

[...] no branches yet achieves an impressive +61% Net Promoter Score (NPS). Compare that to the pitiful -35% of Barclays, despite a branch network of 1600-strong in the UK alone. Where banks have really failed is in [...]

Comment on Net Promoter News: Marketers, Metro Bank ‘get it’ but Barclays don’t, plus Smartphones, Ireland and Clockwork Home by How a bank can rebuild its brand through customer experience | CustomerFaithful

Mon, 29 Oct 2012 14:45:00 +0000

Comment on Net Promoter News: Porsche’s customer service skidmark, Optus fashionably late to Net Promoter party, Customers all the way with USAA by Tracy Messer

Tracy Messer — Mon, 22 Oct 2012 10:47:59 +0000

Hi Rhys, your article was very interesting to read. I just thought I’d share how we limit the possibility of over inflating our customer scores. We have 14 sites across the UK and none of them are allowed to call their own customers.

We auto generate lists of customers from each plant, then for example, our plant in Wessex would be sent a list of 30 customers who are using the Scottish plant and from that list they have to call 10 customers to ask if the Scottish plant is giving them good customer service etc. We also get an outside agency to ring the customers from 3 plants a month on a rotation basis.

We believe and hope that by doing it like this it does help eliminate inflated scores, plus we are not incentive based so again we believe customer feedback is genuine based on the service we have provided and not any incentive given.

Regards
Tracy Messer
Marketing Manager – Wedge Group Galvanizing Ltd

Comment on “Listen, Do You Want To Know A Secret?” – What Beatles songs teach us about Customer Feedback by Rick O'Mendah

Rick O'Mendah — Wed, 12 Sep 2012 13:16:36 +0000

Not just the Beatles: What about “Hanging on the Telephone” By Blondie? I believe that Debbie Harry speaks for many people when voicing frustration about Call Centers. Similarly, a favorite of mine is the Undertones, who single about waiting for the promised call back from UPC “You got my number, why don’t you use it?”

Comment on “Listen, Do You Want To Know A Secret?” – What Beatles songs teach us about Customer Feedback by CustomerGauge News

CustomerGauge News — Wed, 12 Sep 2012 13:10:50 +0000

Thanks Jos. You know, the Beatles were also ahead of their time when it came to the US anti-corruption laws – the 1964 song “Can’t Buy Me Love” is an excellent training resource for the Foreign Corrupt Practices Act of 1977 (FCPA).