What does it take to run a successfully NPS journey towards customer excellence? How do we move from NPS (score obsession) to Customer Experience focus? How do we use NPS to accelerate our journey towards becoming a Customer Experience driven company? What do we need... Read More
Satmetrix is a SaaS (software-as-a-service) based software solution that helps clients managing and improving overall customer experience, by collecting continuous and actionable customer insight. They are the co-creator of the Net Promoter ® methodology and, every... Read More
The first step of the Net Promoter Score (NPS) journey: data collection You have chosen to implement Net Promoter Score (NPS) in your company and ensured everyone involved is familiar with the “10 basics things to know about NPS”. You have then made sure you worded... Read More
CustomerGauge is a software-as-a-service platform that helps clients improve customer experiences, empowering them to measure NPS, gain actionable insight from customer input and close the loop with immediate follow-up towards the customer. As responsible for Philips... Read More
Note: this blog post originally appeared on Wow Now blog in June 2014. On Saturday 22 November 2014, the decline of childcare industry was again in the Dutch news, and that prompted me to re-publish this post. Below a graph from the article showing the number of... Read More
In my previous post “10 basics things to know about what is NPS”, #2 was about “How is NPS calculated.” NPS is calculated asking the customer the “ultimate question”: “Based on your experience with X, how likely are you to recommend Y to Z?” What I didn’t elaborate... Read More
My mission is to bring more happiness into the world by removing frustrations and inefficiencies that happen during customer-company interactions and by creating & delivering WOW experiences instead. I believe that "happiness is when what we think, what we say, what we do, what we feel, and WHAT WE EXPERIENCE are in harmony", hence I want to make our experiences as customers and employees have the highest contribution possible to our happiness.