In Pursuit of Delight: Improving Net Promoter Scores through the Customer Experience

 
9781442139459: In Pursuit of Delight: Improving Net Promoter Scores through the Customer Experience
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Customer loyalty drives business growth by referrals and continual purchases - but what drives customer loyalty, especially in today's market? Research has shown that customers who have been so delighted with the results of a product or service will be most likely to tell others about their experience. Yet experience is subject to emotion and expectation. In this book, you will learn the strongest contributing factors for delighting customers based on a study of over 900 Net Promoter Surveys and the behaviors that led to the highest scores.

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About the Author:

Dr Natalia Preiss currently leads Customer and Organizational Education and Development at General Electric Company (Healthcare IT). During her tenure, she deployed Net Promoter Score as a Customer Satisfaction and loyalty metric, and found 10 Key Service Related Behaviors that Promote higher NPS scores. In 2005, she led a team of IT Education Specialists through various initiatives to increase their NPS scores from 33% to 85% (2008). She has initiated and led several LEAN Six Sigma Projects which have yielded over $3M in cost reductions to date. She has received several GE Growth Leader awards for attaining over 30% growth in her business line through the development of Education and Consulting Tools and Services. She was granted several GE Healthcare Awards for her work across businesses in coaching employees through the six sigma projects and developing an internal tool for Knowledge Management. She has lectured to over 1000 Independent Physician Practices on topics such as Six Sigma Essentials for Practice Managers, Managing the Accounts Receivable GAPS, Influencing Change, and Human Performance Improvement. She worked with organizations such as IBM, and Deloitte to design and promote educational offerings for medical professionals as they implement technology into their practices. She has also worked with Ziglar Inc to develop courses on emerging Healthcare Trends such as Patient Consumerism and Satisfaction, and Winning Patient Referrals. She speaks at various conferences on Creating Performance Dashboards, Coaching Employees to Create the Ultimate Experience, and Developing Knowledge Management Systems. She earned her Doctorate in International Business at the Argosy University, and is currently researching the field of behavioral and neuro-psychology as it pertains to Organizational Development. She is an active member of the World Future Society, Society for Human Resources Management and American Society for Training and Development.

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