Comments for Corporateinklings http://www.corporateink.com/blog Thu, 26 Jan 2012 17:05:18 +0000 hourly 1 http://wordpress.org/?v=3.3.1 Comment on How Customer Satisfaction Surveys Tell the Future by Amy Bermar http://www.corporateink.com/blog/2012/01/23/how-customer-satisfaction-surveys-tell-the-future/#comment-241 Amy Bermar Thu, 26 Jan 2012 17:05:18 +0000 http://www.corporateink.com/blog/?p=1256#comment-241 Thanks for your thoughtful comments. We are keeping NPS front-and-center this year -- and targeting the particular clients who gave us passive or detractor scores in 2011. We think we've just converted one to a promoter -- with killer coverage in the WSJ. The truth is that clients'/customers' needs change all the time, based on their own market pressures. The only way to stay connected is to constantly ask to find out what's going on, and risk the desire to sound like we know it all, and make assumptions, which are never as useful as questions. Thanks for your thoughtful comments. We are keeping NPS front-and-center this year — and targeting the particular clients who gave us passive or detractor scores in 2011. We think we’ve just converted one to a promoter — with killer coverage in the WSJ.

The truth is that clients’/customers’ needs change all the time, based on their own market pressures. The only way to stay connected is to constantly ask to find out what’s going on, and risk the desire to sound like we know it all, and make assumptions, which are never as useful as questions.

]]> Comment on How Customer Satisfaction Surveys Tell the Future by Barbara Bix http://www.corporateink.com/blog/2012/01/23/how-customer-satisfaction-surveys-tell-the-future/#comment-212 Barbara Bix Tue, 24 Jan 2012 09:57:05 +0000 http://www.corporateink.com/blog/?p=1256#comment-212 Great post, Amy! Love the grid that clearly outlines what you asked and the implications of your clients' answers. Asking customers for feedback, shows you care. Listening for meaning--and taking action--provides a tremendous competitive advantage! Great post, Amy! Love the grid that clearly outlines what you asked and the implications of your clients’ answers. Asking customers for feedback, shows you care. Listening for meaning–and taking action–provides a tremendous competitive advantage!

]]> Comment on How Customer Satisfaction Surveys Tell the Future by Robert Kerner http://www.corporateink.com/blog/2012/01/23/how-customer-satisfaction-surveys-tell-the-future/#comment-211 Robert Kerner Tue, 24 Jan 2012 08:33:01 +0000 http://www.corporateink.com/blog/?p=1256#comment-211 I too really like the post, it is great to the see that you have had good success with NPS. I think the fact that you focused each year on a few things to fix makes a big difference. I see to many people making the mistake of outlining a list 25 key improvement and getting zero fixed! Nice work. Robert I too really like the post, it is great to the see that you have had good success with NPS. I think the fact that you focused each year on a few things to fix makes a big difference. I see to many people making the mistake of outlining a list 25 key improvement and getting zero fixed!

Nice work.

Robert

]]> Comment on How Customer Satisfaction Surveys Tell the Future by Dave Brock http://www.corporateink.com/blog/2012/01/23/how-customer-satisfaction-surveys-tell-the-future/#comment-208 Dave Brock Tue, 24 Jan 2012 02:57:43 +0000 http://www.corporateink.com/blog/?p=1256#comment-208 Amy, this is really an interesting post with great data that supports what we are seeing in so many other places. The role that services organizations, sales people and others play in helping customers understand more about what's going on in their markets, with their customers or competition. They are looking for insight and ideas---some because they are too busy, some because they are prisoners of their own experiences. Great post Amy! Amy, this is really an interesting post with great data that supports what we are seeing in so many other places. The role that services organizations, sales people and others play in helping customers understand more about what’s going on in their markets, with their customers or competition. They are looking for insight and ideas—some because they are too busy, some because they are prisoners of their own experiences.

Great post Amy!

]]> Comment on Wayback Machine: 1989 – My First Year Running Corporate Ink by Dave Brock http://www.corporateink.com/blog/2012/01/09/my-1st-year-running-corporate-ink/#comment-145 Dave Brock Sat, 14 Jan 2012 14:44:50 +0000 http://www.corporateink.com/blog/?p=707#comment-145 Awesome story Amy, I love the simplicity and focus. I also love that you've been able to maintain that for 24 years. Too often we get diverted and lose our ways in day to day business. Reminders of our foundations, our purpose, and values are great! Awesome story Amy, I love the simplicity and focus. I also love that you’ve been able to maintain that for 24 years. Too often we get diverted and lose our ways in day to day business. Reminders of our foundations, our purpose, and values are great!

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