I heard a speaker say recently, “There is no reason for any firm to apologize for its need to make a profit. ”He was right. Profitability is essential to the health of any business. Furthermore, it’s necessary to enable a business to continue to grow and provide jobs for its employees as well as service […]
The Net Promoter Score (NPS®) measures the willingness of clients to recommend your firm’s service to their peers. It is typically used as a proxy for gauging your clients’ overall loyalty to your firm and your brand. Many Client Experience (CX) and Voice of the Client (VoC) programs incorporate NPS. The founding principles of NPS […]
Implementing a customer feedback program gives your firm a tool to identify and quantify your raving fans. It also keeps your firm (and your customers’ appreciation for what you are doing for them) top-of-mind.
I have a few brands I love. Like many people, I fly Southwest any chance I can – even choosing connections and higher ticket prices just to stay in the brand. But we all know these consumer brands and their stories. Southwest, along with Ritz Carlton, Amazon, Chick-Fil-A, and the other darlings of customer experience […]
I heard a speaker say recently, “There is no reason for any firm to apologize for its need to make a profit.” He was right. Profitability is essential to the health of any business and necessary to enable the business to continue to grow and provide jobs for its employees and service to its clients. […]
It doesn’t have to. I recently had dinner with a client while at an industry event. He’s the young leader of a regional office for a larger firm. He shared his story: “Six hundred percent growth in just a couple years. Most of my peers would envy what we’ve done. I’m not sure my staff […]