Miami Conference Blog 2008

RE: Focusing Employees on Member Wow - Denise Wymore

Tobibaker — Mon, 22 Aug 2011 12:19:39 GMT

What a refreshing article, I think its brilliant that we have people shaking up the system and instigating real change. Storys such as this can teach business professionals in many different industrys especially in HR

RE: Focusing Employees on Member Wow - Denise Wymore

Vic Tanon — Wed, 26 Nov 2008 03:14:20 GMT

Diana leads something short of a "cult" on her culture of member WOW. Having seen the bowels of SFFCU and the priority that each internal stakeholder has on SFFCU's "OneThing", I am undoubtedly convinced that they will lead their industry as a posterchild of hope and best practices.

RE: Improving the Customer Experience: Moving from a Satisfaction Index to NPS - Tom Kehler

window man — Wed, 27 Feb 2008 07:48:34 GMT

my question is, do you, or any other company that you are aware of, do they use NPS as an aid for compensation?

What about a company that pays it's sales reps mainly on high commission, little salary, and uses the NPS to determine his/her pay? Is that the norm?

The scenario would be the sales rep did his job as a professional, but another department within the company fumbled the ball and provided bad service. Should the sales rep not earn his full commission b/c of the bad NPS caused by a different department?

need to know

thanks

RE: Investing in Customer Communities to Drive Loyalty - Aisling Hassell

Rob Ellis — Thu, 07 Feb 2008 11:13:04 GMT

Isn't "Intent to Buy & Intent to Sell" a completely different mindset to whether they 'promote' the business? 'Intent to buy/sell' is the same as asking someone if they 'will keep using them' which is totally different to 'would you recommend us'.

RE: Understanding Customer Value to Drive Growth - Emilia Brad

Mark Gregory — Tue, 05 Feb 2008 22:13:57 GMT

Has anyone been able to define a link between a 1% improvement in the NPS and the likely increase in revenue? The London School of Economics published a paper saying that for every 7 point increase in word of mouth advocacy (net-promoter score)it

correlated with a 1% increase in growth (1 point increase = .147% more growth). Are there any other examples amongst the NPS community?

RE: Internal Customer Service: Improving NPS by 12 Points in 12 Months - Denise Wymore

Terrance C. Johnson — Thu, 31 Jan 2008 02:20:34 GMT

I found Dwights presentation very informative and idea sparking. So much so that I contacted him just days after the conference for advise. He really got my wheels started and I am well on my way to planning for our first NPS go at it. Thanks in advance Dwight