I’ve been in Miami all week for the Net Promoter Conference. If you’re not familiar with the concept, net promoter is a way of thinking about, measuring and improving customer loyalty. Net promoters are those who’ll rate their likelihood to recommend you to others a “9” or “10” on a 0-10 point scale. These are the customers who are so delighted with the experience they receive from your company that they’ll stay with you, spend more with you, and refer new business your way.
Of course, pulling off this level of customer loyalty takes a lot of hard work. Products have to work the way they are supposed to. Customer service needs to be available and effective when needed. Innovation needs to be delivered in ways that are useful without causing unnecessary disruption in your customer’s environment.
The people at this conference in Miami are committed to continuous improvement at their organizations. They measure customer experience, provide insights to their coworkers about opportunities for improvement, and are willing to serve as the agitators for change when necessary.
There will be one winner in the game in New Jersey this weekend. I offer my kudos to all the champions here this week who are returning to the sometimes thankless job of rooting out and solving problems for their customers. That game has to be played 365 days a year.
We’re reading this week:
10 Employee Perks That Make a Real Difference http://ow.ly/t4iWz via @fbsmallbiz
The Four Secrets to Employee Engagement http://ow.ly/t4jho via @HarvardBiz
HealthPartners program brings fresh fruit to workers http://ow.ly/t4kBA via @sctimes
Stressed-Out Employee in Aisle Three http://ow.ly/t6KFL via @HRExecMag
RT @dmz140: Interesting info on Physician Shortage: http://ow.ly/t6Ln4 via @BeckersHR #kronos4hc #HIMSS14
What It Takes to Get Hired at One of the Best Places to Work http://ow.ly/t6L7c via @ChinaGorman @TLNT_com
Kronites are writing about this week:
New Time Well Spent #Cartoon: http://ow.ly/sZbBF #scheduling
Untrained users won’t use your “intuitive” tech product http://ow.ly/sZZmY via @SmarterCafe
Hear Tim Porter O’Grady and Jim Rowe of @KronosInc discuss the short term pain and long term gains of the #aca http://ow.ly/sYW5l
Will your staff be “Sick” Monday? – Making the case for Super Bowl Saturday http://ow.ly/t4x0u via @fmoreno44
What if you had to face “Media Day” at work… http://ow.ly/t4jCg via @SmarterCafe
Is Technology The Only Differentiator In The Workplace Of The Future? http://ow.ly/t6JTg via @simonmacpherson @KronosUK
5 Things You Should At Least Pretend To Know Today (about Kronos) http://ow.ly/t7e39 via @SmarterCafe
RT @coachmcgrath1: Join @KronosInc at @HIMSS14 and learn how to better collaborate with your staff. http://kronos.com/HIMSS2014 #Kronos4HC
Join sleep medicine expert, Ann Rogers, for a webinar on fatigue in the #healthcare workplace: http://ow.ly/sPHtE #HIMSS14 #Kronos4HC
@ACAinfo – Kronos is looking forward to exhibiting at #ACAwc14! We’ll be a booth 518.
Integrating online & the physical store http://ow.ly/t4fKe via @CNBC. Thanks for the wonderful interview @KrystinaGustafs!
Labor costs eating away at profits? This webinar will show you how to control your costs. http://ow.ly/t4l0X
RT @TIBCO: TIBCO’s @tibbr helps @KronosInc unlock the power of #ESN for its customers: http://bit.ly/1ica29O #SocBiz
Manage lost productivity, absenteeism during #SuperBowl and #Olympics http://ow.ly/t766T via @EBNmagazine @WF_Institute