Do My Customers and Employees Love Me?

Jan 8, 2018 | 0 comments

When it comes to understanding our customers and employees, most of us are usually just guessing.

Most of us have no real data.

And if we have data, it’s often misleading.

I’ve found that this is the only surefire way to know if your customers or employees love you:

Send out a 1 question survey, with a 1 question follow up on the thank you page.

Here are the two questions you ask to get you a rating & areas to improve. You can use a simple (and free) tool like Survey Monkey to do this; it doesn’t have to be fancy.

Customer NPS / Employees NPS

The question: On a scale of 1 to 10, how enthusiastically would you recommend our company?

The follow-up question: What’s one thing we should do that would have you increase your rating the next time we ask this question?

2) This is how its calculated – Net Promoter Score

3) Then you figure out the critical projects to do as a company so that your rating in each area increases. It’s a simple concept-data driven feedback.

NOTE: One additional tool you can add to the mix are these surveys. Use them to glean other ongoing insights…

Employee data…
TINYpulse

Customer data…
https://www.clientpulse.com/

And there you have it – a way to know what your clients and employees are thinking. The beauty is you don’t have to ask for names (and people remain anonymous), so people will be comfortable giving honest answers.

The COO Alliance is here to help with these, and many other, challenges facing COOs today. For more information, apply now.

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Written By Cameron Herold

Written By Cameron Herold

Cameron Herold is known around the world as THE CEO WHISPERER. He is the mastermind behind hundreds of companies’ exponential growth. Cameron’s built a dynamic consultancy: his current clients include a “Big 4” wireless carrier and a monarchy. What do his clients say they like most about him? He isn’t a theory guy—they like that Cameron speaks only from experience. He earned his reputation as the CEO Whisperer by guiding his clients to double their profit and double their revenue in just three years or less. Cameron is a top-rated international speaker and has been paid to speak in 26 countries. He is also the top-rated lecturer at EO/MIT’s Entrepreneurial Masters Program and a powerful and effective speaker at Chief Executive Officer and Chief Operating Officer leadership events around the world.