Realize miraculous NPS and CSAT gains

By Bob Davis, Founder and CEO, Robert C. Davis and Associates We have all received surveys from companies we do business with asking us to rate our experience. Many times it is a Net Promotor Score (NPS) question like the one below: “On a scale from 0 to 10, how likely are you to recommend this company to a friend or colleague?” The contact center is the front line where...

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Improving Net Promoter Score with the Quality Conversation

Ever wonder how accurate your customer experience metrics are? How real are the responses when you ask a customer about their experience? What are you even supposed to look for and what does it mean for your business? Eleven years ago, the business strategist Frederick Reichheld introduced the concept that companies should measure the satisfaction of only the most loyal and enthusiastic...

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