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The right way to measure customer experience
October 09 by Andrew SpanyiMany ways of measuring the customer's experience fall short of giving useful data that can be acted upon. Andrew Spanyi provides a more practical framework for checking that your customer is really be...
The Hottest Six Sigma Quality Improvement Topic: Making Front-line Managers Responsible for Collecting, Analyzing and Tracking Net Promoter Scores
June 21 by Process Excellence NetworkNew studies and books say front-line executives must be responsible for obtaining customer feedback and crafting solutions to identified problems. These studies and books also ridicule lengthy marketi...