by dtdadmin | Jul 7, 2016 | NPS
When used properly the Net Promoter System can a powerful engagement tool – for customers and employees alike. Sometimes we get so focused on the Net Promoter Score that we lose sight of the opportunities to improve our products, services, relationships, culture...
by dtdadmin | Dec 1, 2015 | VOE
The #1 way to win buy-in for any improvement initiative is to invite employees to share their insights and knowledge about the customer and the business . How do you unlock this power? Watch this short YouTube video which shows you how to use the six secrets listed...
by dtdadmin | Oct 6, 2015 | VOE
In observance of the worldwide CX Day on Tuesday, October 6, 2015, I want to highlight the important role and the tremendous value that employees bring to every customer experience initiative. The insights and buy-in from the customer-facing roles are the keys to the...
by dtdadmin | Aug 28, 2015 | Effortless Experience, VOC
Recently I attended an Atlanta Customer Experience event at Pirch. This was a collaborative effort between the Customer Experience Professionals Association (CXPA) and the Retail Design Institute. Attendees were given tour of the showroom and served a delicious...
by dtdadmin | Aug 23, 2015 | Effortless Experience, VOC
From a customer perspective I want to be rewarded for my loyalty and I want it frequently… like every time I visit your store or purchase something from you. For that reason I declare Panera as the winner of restaurant loyalty programs. Why? Every time visit I get...
