Product Review

In this issue, you will learn of various tools and activities that were used to develop employee service behavior and thereby increase Net Promoter Scores. The steps are based on 900 survey responses that were sorted for highest scores and then compared to techniques used by professionals as they engaged with customers. The result of the study found Four Key Experience Triggers that when in place, resulted in the customers being delighted to the point that they referred others to the products and services. This issue takes a look at existing programs that deliver results. This is also available in PDF Format which includes a job aid and checklists to help you create an experience focused strategy. Visit the website at www.preissinnovations.com for additional materials.