Customer Surveying for Apple Specialists

Below is my deck from the Apple Specialist Conference in Miami, Florida. I presented "Two Quick Questions", a seminar on using the Net Promoter Score to:

• Measure customer satisfaction, which directly links to profitability and customer retention
• Measure employee engagement, which directly links to customer engagement and referrals
• Praise employees for good experiences and source testimonials
• Diagnose knowledge and performance gaps
• Listen to the voice of your customer
• Find your "moments of truth"

Customer Surveying for Apple Specialists

Download this keynote presentation.View more presentations from Jazmin Hupp.

Mentioned Resources

• Net Promoter Score official website and book
• My article on Best Practices to Responding to Yelp Reviews
• SurveyMonkey

Important Review Sites to Monitor

• Yelp
• Google Places/Maps
• Apple Consultants Network
• Angie's List