Tag: Net Promoter Score
B2B Customer Retention Strategies for SMEs
Learn about B2B customer retention strategies for SMEs. Discover how a 5% retention increase can boost profits 25-95% with practical implementation tactics.
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5 KPIs for a Professional Services Business
Here are 5 typical key performance indicators (KPIs) for a professional services business: Other potential KPIs could include: The ideal set of KPIs focuses on productivity, profitability, growth, client satisfaction and strategic goals. They provide ongoing insights into the health and performance of a professional services business.
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The flaw with Net Promoter Score
I’ve long been a doubter over Net Promoter Score (NPS); it has always seemed a bit blunt and fails to pick out the issues for me. Confirmation bias is a thing I am wary of, but this article sets out some reasons why Net Promoter Score can fail: https://blog.usejournal.com/net-promoter-score-considered-harmful-and-what-ux-professionals-can-do-about-it-fe7a132f4430
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It’s the contrasts I find interesting: ASDA and McDonald’s
It’s the contrasts I find interesting. In a couple of hours, opinions of a business and its brand image can change so quickly. For the worse: a McDonald’s cashier swearing in front of my children. Unacceptable and I paid for the privilege of that. For the better: ASDA, who aren’t high on my list, had…
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Great service and net promoter score
Good service leaves a positive and lasting impression. Unfortunately we all too often end up telling friends and colleagues of the poor service we have received. My shopping experiences this Christmas have been really quite good: service levels have been good; stock availability better than expected; till queues well managed. My star retail sales person…
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