TITLE

Imperfect Scores

AUTHOR(S)
Arussy, Lior
PUB. DATE
October 2007
SOURCE
CRM Magazine;Oct2007, Vol. 11 Issue 10, p12
SOURCE TYPE
Trade Publication
DOC. TYPE
Editorial
ABSTRACT
The author considers the impact of the Net Promoter Score customer feedback score on how executives response to problems which are raised by their customers. He is convinced that the customer research industry has failed to help executives with their problems on customer services. He reiterates that customer feedback should not be a vehicle for bonuses or self-gratification.
ACCESSION #
26901444

 

Related Articles

  • That's Not Fair! Musico, Christopher // CRM Magazine;Oct2009, Vol. 13 Issue 10, p21 

    The article offers information on the Treating Customers Fairly (TCF) initiative established by Financial Services Authority (FSA) in Great Britain. It relates that TCF-compliant was mandated to all companies to address the long-term issues on consumer treatment. Scott Charnock, customer...

  • MAKING CUSTOMER SERVICE A STRATEGIC PARTNER.  // Circulation Management;May2003, Vol. 18 Issue 5, p25 

    Reports on how customer service roles can overlap in a mutually beneficial way. Statement issued by Suzanne Ronner of the Reader's Digest Association; Relationship between customer service and marketing professionals; Significance of customer feedback.

  • Brands should embrace customers who complain. Chahal, Mindi // Marketing Week (Online Edition);1/16/2013, p7 

    The author describes how companies should deal with customers who complain. Andrew Aldred, head of marketing at mycustomerfeedback.com suggested that customer grievances can be an immediate and free source of insight available to businesses on a daily basis and that customer service and...

  • Customer feedback improves customer relations. Lewis, Judy // Hudson Valley Business Journal;7/5/2010, Vol. 21 Issue 27, p8 

    In this article, the author discusses the importance of customer feedback in improving customer relations and in maintaining a high standard for businesses. She states that hearing from customers is beneficial and good customer relation is the core of a successful business. She explains the...

  • Why bad is very good. Kilcarr, Sean // Fleet Owner;Mar2010, Vol. 105 Issue 3, p30 

    The article looks at the positive side of negative feedbacks coming from customers. It stresses that negative comments are golden opportunities to rectify the error in question and create substantial improvements. It further cites that what customers will say regarding one's service is important...

  • HAM AND EGGS. Graham, Perry // Agri Marketing;Mar2010, Vol. 48 Issue 2, p48 

    The article discusses the importance of implementing Net Promoter Score (NPS) as measurement of customer's experience on company's services. It states that an organization committed in building stronger relationship with customer always measure feedback and adjust the way it does business to...

  • Forget Customer Feedback! Bell, Chip R.; Patterson, John R. // Sales & Service Excellence Essentials;Aug2005, Vol. 5 Issue 8, p3 

    Encourages customer learning and intelligence instead of customer feedback. Myths about soliciting evaluative customer feedback; Difference between customer feedback and customer learning; Source of customer service wisdom.

  • Listen and learn. Jasper, Colin // BRW;3/15/2007, Vol. 29 Issue 10, p44 

    The article discusses how the best professional services firms utilize client feedback to deliver exceptional customer services and build strong client relationships in Australia. It includes information on project and marketing pitch debriefing, relationship reviews and understanding...

  • Learn to heed your master's voice. Band, William // Marketing News;1/7/1991, Vol. 25 Issue 1, p46 

    The article offers tips for companies on creating marketing strategies that encompass the determination to establish value for customers. Key customer councils should be created to obtain direct feedback about quality, unfulfilled needs of customers, expectations and new product and service...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics