After Fred Reichheld published The One Number You Need to Grow in the Harvard Business Review, many customer experience professionals thought they had to ask only a single question: “How likely is it that you would recommend company [x] to your friends and colleagues?” Gone were the “overall” questions that had dominated customer surveys, as […]
Blogs and Articles
How Reward and Recognition Can Drive Customers Away
The Short Story: Verde is seeing a significant increase in customer dissatisfaction with the reward and recognition practices of the companies they do business with. But companies that attempt to “fix” reward and recognition often make matters worse because they misunderstand the relationship between reward/recognition and core product/service performance. Performance on the latter is a […]