Comments for Genroe1to1 http://genroe1to1.genroe.com Genroe Blog Tue, 10 Jan 2012 00:14:43 +0000 hourly 1 http://wordpress.org/?v=3.3.1 Comment on Employee NPS: Are you using this valuable Employee Engagement tool? by Adam Ramshaw http://genroe1to1.genroe.com/2011/04/18/employee-nps-are-you-using-this-valuable-employee-engagement-tool/#comment-1353 Adam Ramshaw Tue, 10 Jan 2012 00:14:43 +0000 http://genroe1to1.genroe.com/?p=872#comment-1353 Annelise, Thanks for your question. The survey is easy to administer but you have identified correctly that the answers to the open question is difficult to manage. Using <a href="http://www.genroe.com/nps-data-collection-software" rel="nofollow">CustomerGauge</a> we have been able to apply an approach where respondents are able to provide the "theme" of the response. With the comments now coded immediately you can start to perform root cause analysis on the data. This is the trick to making open responses actionable. Adam Annelise,

Thanks for your question.

The survey is easy to administer but you have identified correctly that the answers to the open question is difficult to manage. Using CustomerGauge we have been able to apply an approach where respondents are able to provide the “theme” of the response. With the comments now coded immediately you can start to perform root cause analysis on the data. This is the trick to making open responses actionable.

Adam

]]> Comment on Employee NPS: Are you using this valuable Employee Engagement tool? by Annelise G. http://genroe1to1.genroe.com/2011/04/18/employee-nps-are-you-using-this-valuable-employee-engagement-tool/#comment-1352 Annelise G. Mon, 09 Jan 2012 23:27:11 +0000 http://genroe1to1.genroe.com/?p=872#comment-1352 I am interested in launching an eNPS survey within my Company. It is indeed an easy survey to administer, however was wondering how can large companies retrieve the answers to the open question easily? How can we avoid leg work but still keep the sub-question open? Any advices to share on methodology? Thanks I am interested in launching an eNPS survey within my Company. It is indeed an easy survey to administer, however was wondering how can large companies retrieve the answers to the open question easily? How can we avoid leg work but still keep the sub-question open? Any advices to share on methodology? Thanks

]]> Comment on Employee NPS: Are you using this valuable Employee Engagement tool? by Adam Ramshaw http://genroe1to1.genroe.com/2011/04/18/employee-nps-are-you-using-this-valuable-employee-engagement-tool/#comment-1345 Adam Ramshaw Thu, 05 Jan 2012 23:01:11 +0000 http://genroe1to1.genroe.com/?p=872#comment-1345 Rolf, Yes indeed we do recommend that the eNPS is performed anonymously. If it is not done this way then there is always the issue of employees not providing accurate information for fear of retribution. Adam Rolf,

Yes indeed we do recommend that the eNPS is performed anonymously. If it is not done this way then there is always the issue of employees not providing accurate information for fear of retribution.

Adam

]]> Comment on Employee NPS: Are you using this valuable Employee Engagement tool? by rolf http://genroe1to1.genroe.com/2011/04/18/employee-nps-are-you-using-this-valuable-employee-engagement-tool/#comment-1341 rolf Thu, 05 Jan 2012 07:42:18 +0000 http://genroe1to1.genroe.com/?p=872#comment-1341 Hi Adam, do you suggest the eNPS be done anonymously. Best regards Rolf Hi Adam,

do you suggest the eNPS be done anonymously.

Best regards

Rolf

]]> Comment on Are you stuck on the delight the customer merry-go-round? by Customer delight can be worse than a baby bonus | Genroe1to1 http://genroe1to1.genroe.com/2010/09/19/are-you-stuck-on-the-delight-the-customer-merry-go-round/#comment-1303 Customer delight can be worse than a baby bonus | Genroe1to1 Tue, 20 Dec 2011 04:02:31 +0000 http://genroe1to1.genroe.com/?p=728#comment-1303 [...] though I do not subscribe to all the points made in “Stop Trying to Delight your Customers” I do agree with the concept that delivering your core offering efficiently, accurately and [...] [...] though I do not subscribe to all the points made in “Stop Trying to Delight your Customers” I do agree with the concept that delivering your core offering efficiently, accurately and [...]

]]> Comment on Halo effects and Brands: being cautious when reviewing customer feedback by People are not thermometers so customer feedback is messy | Genroe1to1 http://genroe1to1.genroe.com/2010/09/27/halo-effects-and-brands-being-cautious-when-reviewing-customer-feedback/#comment-1232 People are not thermometers so customer feedback is messy | Genroe1to1 Tue, 13 Dec 2011 22:10:27 +0000 http://genroe1to1.genroe.com/?p=748#comment-1232 [...] and you are likely to also get information on other areas of the business. You will also get halo affects and other human based biases. They will miss key areas, include unrelated items, score you based on [...] [...] and you are likely to also get information on other areas of the business. You will also get halo affects and other human based biases. They will miss key areas, include unrelated items, score you based on [...]

]]> Comment on Transactional Net Promoter Score: Which is the best way to collect data? by Drive Customer Experience Innovation Using Transactional NPS | Genroe1to1 http://genroe1to1.genroe.com/2011/02/07/transactional-net-promoter-score-which-is-the-best-way-to-collect-data/#comment-1195 Drive Customer Experience Innovation Using Transactional NPS | Genroe1to1 Mon, 12 Dec 2011 05:55:06 +0000 http://genroe1to1.genroe.com/?p=843#comment-1195 [...] post is about how you can use Transactional Net Promoter Score to do the same thing for customer loyalty, through its key driver; customer [...] [...] post is about how you can use Transactional Net Promoter Score to do the same thing for customer loyalty, through its key driver; customer [...]

]]> Comment on How To Drive Customer Experience Innovation Using Transactional NPS by Do Your Customer Experience Initiatives Have These Flaws | Genroe1to1 http://genroe1to1.genroe.com/2011/12/06/how-to-drive-customer-experience-innovation-using-transactional-nps/#comment-1028 Do Your Customer Experience Initiatives Have These Flaws | Genroe1to1 Tue, 06 Dec 2011 06:10:55 +0000 http://genroe1to1.genroe.com/?p=1638#comment-1028 [...] In a future post I’ll expand on exactly how to use Transactional Net Promoter Score to drive business improvement. [...] [...] In a future post I’ll expand on exactly how to use Transactional Net Promoter Score to drive business improvement. [...]

]]> Comment on Do Your Customer Experience Initiatives Have These Flaws? by Drive Customer Experience Innovation Using Transactional NPS | Genroe1to1 http://genroe1to1.genroe.com/2011/11/29/do-your-customer-experience-initiatives-have-these-flaws/#comment-1027 Drive Customer Experience Innovation Using Transactional NPS | Genroe1to1 Tue, 06 Dec 2011 06:08:28 +0000 http://genroe1to1.genroe.com/?p=1626#comment-1027 [...] wrote recently about how engineers in process plants are never happy with the status quo. They are always looking for improvements and tweaks to the manufacturing process that can drive [...] [...] wrote recently about how engineers in process plants are never happy with the status quo. They are always looking for improvements and tweaks to the manufacturing process that can drive [...]

]]> Comment on The Qantas Grounding: A strategic customer experience initiative. by Vanessa http://genroe1to1.genroe.com/2011/11/01/the-qantas-grounding-a-strategic-customer-experience-initiative/#comment-658 Vanessa Sat, 19 Nov 2011 09:08:16 +0000 http://genroe1to1.genroe.com/?p=1491#comment-658 Brilliant move! It takes courage to make such "a line in the sand" move. I like it! When things are resolved then the Quantas management should utilise the comments and feedback of their customers and turn the data into a long term and effective change management and customer experience/branding program - if they remain open and transparent throughout the interactions they will reap the benefits in the long term . . transparency and honesty is key to their success - if they can do that good for them! Our customers prefer honesty and companies being upfront with them - and sorry to say there doesn't seem to be much of that around anymore . . . good luck Quantas!! Brilliant move! It takes courage to make such “a line in the sand” move. I like it! When things are resolved then the Quantas management should utilise the comments and feedback of their customers and turn the data into a long term and effective change management and customer experience/branding program – if they remain open and transparent throughout the interactions they will reap the benefits in the long term . . transparency and honesty is key to their success – if they can do that good for them! Our customers prefer honesty and companies being upfront with them – and sorry to say there doesn’t seem to be much of that around anymore . . . good luck Quantas!!

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