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It's no secret that many companies use Key Performance Indicators (KPI's) as a metric to reward and punish employees. When we try to use Net Promoter (r) as a KPI does it help or hinder an employee's growth and success.
Join us as we discuss best practices surrounding NPS and KPI's and explore the do's and don'ts when using NPS as a metric to gauge employee performance.
Is the Customer Effort Score the new Net Promoter Score?
Just because research is published on the internet or in a business journal does not mean the research findings are true. Guest Frederick Van Bennekom, Principal, Great Brook Consulting, will be talking about survey methodology and design to determine validity.
Dr. Fred Van Bennekom helps organizations collect and apply customer and employee feedback in a statistically valid manner. The author of "Customer Surveying: A Guidebook for Service Managers," Fred teaches operations management in Northeastern University’s Executive MBA program. Before earning his doctorate, he served as an information systems consultant for Digital Equipment’s field service organization. Through his company, Great Brook, Dr. Van Bennekom conducts workshops and advises clients on their survey practices.
Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very likely to return and to give good word of mouth? Dr. Fred Van Bennekom of the Northeastern University's Executive MBA Program, joins us shed some light on those questions!
Recently, several key metrics have arisen to measure customer sentiment. The Net Promoter Score (NPS) is the best known, but the Customer Effort Score (CES) is a new entrant in the field. Both are controversial. In this first presentation of two we will discuss NPS. Specifically, we will look at the research basis behind NPS and ask whether there are other metrics that might better indicate a loyal customer. Or, perhaps more importantly, might identify a customer in need of some service recovery event to move them toward loyalty.
Dr. Fred Van Bennekom founded Great Brook to help organizations collect and apply customer and employee feedback. Great Brook conducts workshops on survey practices along with advising clients on their surveying practices. Fred authored Customer Surveying: A Guidebook for Service Managers and he teaches operations management in Northeastern University’s Executive MBA program. He served as an information systems consultant for Digital Equipment’s field service organization before earning his doctorate.
Christopher Stanley, or “Jelly”, is a spoken word artist from Kearny, NJ. Jelly is a three time National Poetry Slam (NPS) competitor, He is the head of Public Relations for JC Slam, and the 2013 Individual World Poetry Slam (IWPS) representative for Jersey City.
READ MY LIPS' akaRadioRed goes beyond the typical blah-blah-yada-yada canned interview, engaging multiple guests in spontaneous conversations.
After the loss of four loved ones and close to losing everything financially, Kim Boerman did serious soul searching about what is most important in life. She created the movement With Love…The New Generation of Party People with a goal of raising $5 million for 10 worthy non-profits, through parties that create soulful connections and heal millions worldwide with the click of a button. Her book and website of the same name bring back the art of hospitality in a disconnected world, showing how partying with a purpose can change lives. www.withlovebook.com/nps
Meet Sunny Rubin, author, "Mafia Mother-in-law". www.sunnyrubin.com. Sunny writes, "Whether it's Al Capone, The Sopranos, or The Godfather, we remain obsessed with the glamour, violence, and allure associated with the Mafia." In her fast-paced tale of tragedy, betrayal, and most of all, a mother's love, Sunny details how her life unexpectedly morphed from an Ozzie and Harriet re-run into something reminiscent of The Sopranos. Murder, deception, and the heartbreaking loss of loved ones takes center stage in Mafia Mother-in-law. She says there is no "true happiness", only the security from knowing her own strengths and weaknesses, and striving to be her own person.
EDUCATION PROJECT MANAGER OF THE NATIONAL PARK SERVICE, LINDA ROSENBLUM WILL TALK ABOUT THE NEW AND WONDERFUL INITIATIVES COMING OUT OF THE NPS AND SHE WILL BE SPEAKING FROM HER TEMPORARY ASSIGNMENT AT THE BROWN VS. BOARD OF EDUCATION HISTORIC SITE IN TOPEKA.
The government shutdown has resulted in some very bad behavior by NPS and other federal employees. Some of them justify this behavior by saying they are following orders. Saying that "We've been told to make life as difficult as possible for people as we can . It's disgusting." Yes it is digusting, but you are the ones following those orders. This is America. We are to refuse to comply with unlawful orders.
And here's a question no one seems to be asking-From whence did that order originate? Who sent that order and why are they still employed?
Doing my best to help the Lord set the brushfires of freedom in the hearts of men and to restore America, God willing, to the beacon of freedom she was meant to be.
AMERICA'S BEST IDEA HELPS TEACHERS EVERYDAY. YOU'LL LOVE THE RESOURCES OFFERED ON THIS K-12 EDUCATION PORTAL WITH NPS' JULIA WASHBURN. THIS SHOW WAS ORIGINALLY SUPPOOSED TO BE A FEW WEEKS AGO BUT THE SHUT DOWN PREVENTED IT SO WE'RE PLEASED WE CAN DO IT TODAY
The Survival Medicine Hour with Dr. Bones and Nurse Amy from www.DoomandBloom.net, presents an interview with the co-organizer of Life Changes.Be Ready! Preparedness and Gun Expo in Lakeland Florida November 2 and 3, 2013. We also talk about our recent adventures traveling from the NPS Expo in Atlanta and our Meet and Greet sponsered by Tom Martin from the American Prepper Network.com or APN. Thanks for listening and see you next week!
Survival Medicine w/ Dr. Bones & Nurse Amy on American Preppers Radio! Sundays *7:00pm/Est *6:00pm/Ct *5:00pm/Mt *4:00pm/Pt Live Listen and Chat go to: http://prepperbroadcasting.com/listen-chat/ The Survival Medicine Hour with Dr. Bones and Nurse Amy from www.DoomandBloom.net, presents an interview with the co-organizer of Life Changes.Be Ready! Preparedness and Gun Expo in Lakeland Florida November 2 and 3, 2013. We also talk about our recent adventures traveling from the NPS Expo in Atlanta and our Meet and Greet sponsered by Tom Martin from the American Preppers Network.com or APN. Tags: Doom and Bloom, Alternative
As I scramble, lunchless, to put a show together after a state-traversing drive, I find, as usual, no lack of choice material: The NPS as the newest SS; the damaging of the Big Government brand (that I predicted); a slew of ObamaCare Fail news; and it's not the Obamidency that has been "nullfied," but the Obamidency that has nullifed economic mobility for its own.
National park visitors play "catch me if you can" with NPS cops - what are the latter going to do? Arrest them? Yes, actually - just ask the World War II vets dragged away at the WW II memorial. So what's next? Gun battles?; Now the Regime claims to know nothing of how many Americans have enrolled in OCare, which means they don't want to admit the truth, as Maryland and California have had to; "Get your fiscal house in order," we're told by....Red China; and Red Barry really is the Joker after all.
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