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Net Promoters in Miami Beach

I've had a great week in Miami Beach attending the Net Promoter Conference and the Satmetrix Customer Executive Council.  I was there to speak about our Kronos voice of the customer program, network and learn.  I took pages of notes and made a lot of new connections who can help me drive improvements at Kronos and who, hopefully, I can help in return.

I was thrilled to have had dinner last night with Fred Riecheld, the father of NPS. If you haven't heard of Fred or NPS before and you're interested in customer experience, read his books. NPS, in a nutshell, measures your customer's likelihood to recommend you to others.  Customer acquisition is expensive for most organizations.   Higher NPS = happy customer word of mouth = revenue and market share.

I have to tell you, this conference is one of the best I attend.  These are my people - folks who focus their professional lives on figuring out ways to do better by their customers.  If this is an interest of yours, and you don't attend this conference, you can meet a lot of great people virtually at

I know a lot of you will watch that big football game on Sunday.  If you do, try to keep yourself together enough to show up for duty on Monday morning.  Your customers need you...

What We're Reading This Week at WFI:

I wrote this post for Sharlyn Lauby, the HR Bartender.  Would love to hear your stories about making this conversion to unlimited vacation time: Converting To a Paid Time Off (PTO) System via @hrbartender @WF_Institute

Connecting People to the Right Kind of Learning Opportunities via @HuffPostImpact

Meaningful Work? It's Just as Important to Employees as a Paycheck via @TLNT_com

Economists Growing More Upbeat About the Year Ahead via @TIMEBusiness

When “Fame” One-Upped Me On Better Service via @Ray_anne @blogging4jobs

Super Bowl Time Management Tips via @laurastack

The Right Ways To Keep Mothers In The Workforce via @Forbes

2013 Workforce and Salary Trends

Succeeding: Teaching vs. Coaching Your Employees via @TrishMcFarlane

Dealing With Adversity: Those Who Stay Will Be Champions via @TLNT_com

Kronos Blogs, News, and Other Items of Interest:

New Time Well Spent #Cartoon. Definition of workplace insanity: #overtime

Competitive Manufacturing in the UK via @GreggLean

RT @simonmacpherson: Is Labour Productivity the #1 Factor for Global Competiveness?

RT @SmarterCafe: Finding angels in the healthcare cloud. #PPACA #IDC #Kronos

Software Crash and Burn via @SmarterCafe

Our CEO @AronAin was featured in the @BostonGlobe's hot seat.  Aron's commitment to our customers and employees makes Kronos a great place to show up every day:

The big game is only a few days away! How many people do you think will call out sick on Monday? Our survey says 1.5 M

#Kronos Enhances Fast-Selling Workforce Ready #SMB #Cloud Offering

San Diego State Campus Retailer Uses #Cloud to Solve #IT Problems

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