Customer Experience Surveying with the Net Promoter Score
Above 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”
Mentioned Resources
Net Promoter Score official website and book
My article on Best Practices to Responding to Yelp Reviews
Important Review Sites to Monitor