Joe Taylor Jr.One surprising finding from CX research: small businesses that try to compete with big companies on technology usually lose, but those that use technology to enhance their human advantage, they win big.
Read more 👉 https://lttr.ai/Amyho
From punk rock accounting to handwritten thank-you notes, discover how lean teams are outpacing giants by delivering faster, simpler, and more human experiences.
Read more 👉 https://lttr.ai/AjldG
Small businesses can outmaneuver larger competitors because they're closer to their customers.
Read more 👉 https://lttr.ai/Ahb4l
Small businesses often struggle with what he calls the growth paradox; the very things that make them special, personal service flexibility, owner involvement become harder to maintain as they grow.
Read more 👉 https://lttr.ai/AgzOe
Daniel Newman writing on the Forbes Tech Council channel shares a sobering statistic: poor customer experience will cost businesses as much as $3.7 trillion globally by 2025.
Read more 👉 https://lttr.ai/Agh4w
Marginally Better S01E05 Small Is the New Smart: Why Simplicity Wins in Customer Experience: https://lttr.ai/AgXsS
CX Network's research on brand growth found that small businesses consistently outperform large corporations in key experience metrics
Read more 👉 https://lttr.ai/AgQob
El MundoWeWork Costa Rica colocó más de 1.800 espacios de trabajo en el 2024
San José, 11 dic (elmundo.cr) – Con un crecimiento del 27% en 2024, cifra que representa más de 1.800 nuevos espacios de trabajo y la incorporación de 93 empresas, WeWork Costa Rica consolidó su posición como líder en espacios de trabajo flexibles. En línea con esta tendencia, la compañía anunció sus planes para los pr [...]
#EconomíaYNegocios #Empleo #NetPromoterScore #Sauma. #TrabajoFlexible #WeWork
Jonathan Kamens 86 47I've been thinking about all the customer satisfaction surveys whose first question is, "After your recent interaction with us, how likely are you to recommend us to a friend or colleague?" Yes, that's right, the all-important "net promoter score."
No. Just no.
#customerSatisfaction #NetPromoterScore
🧵1/6
No. Just no.
#customerSatisfaction #NetPromoterScore
🧵1/6
The IT BlogThe NPS Is Dead – How we killed it with Incentives
I suppose most people in IT have encountered the Net Promoter Score (NPS) in some form. If you’re unfamiliar with it, just check out the Wikipedia article.
In brief, the Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction. It’s calculated by asking customers how likely they are to recommend a product or service on a scale from 0 to 10. The score is then derived by subtracting the percentage of detractors (those who score 0-6) from the percentage of promoters (those who score 9-10).
It sounds good, and for a time, it served its original purpose well!
[…]
https://www.locked.de/the-nps-is-dead-how-we-killed-it-with-incentives/
#Feedback #Manipulation #NetPromoterScore #NPS #PerformanceMetrics
The NPS Is Dead – How we killed it with Incentives
I suppose most people in IT have encountered the Net Promoter Score (NPS) in some form. If you're unfamiliar with it, just check out the Wikipedia article. In brief, the Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction. It's calculated by asking customers how l