Member Since: 22nd Oct 2006
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.
Managing editor MyCustomer.com
My discussion replies
30th Aug 2019
Net Promoter Score (NPS) is defined as a metric for determining the state of a customer’s loyalty and satisfaction with a brand or product.
NPS is typically measured using the NPS survey question which asks the respondent the following question (or a slightly altered version of the same question without changing its meaning):
Considering your complete experience with us, how likely are you to recommend us to a family or friend?
27th Feb 2017
Hi Rachel, a good source of practical information on this topic can be found here, which is a series we dedicated to CJM last year:
Hope it helps!
31st May 2016
You may be interested in this related story:
29th Jan 2016
Hi Hazel, thanks for your comment.
Is there a particular discipline you'd like to focus on? I notice from your job title that you work in client relationship management, so would you like to hear tips and advice on CRM, for instance? Or are you more focused on customer service?
Do share some more details and we'll pull together some useful info for you.
13th Apr 2015
Hi, I've also cross-posted this in our LinkedIn group (https://www.linkedin.com/grp/home?gid=1951190) to drum up some advice.
7th Mar 2014
Hi Cavin, I've cross-posted your query on our LinkedIn group, and David Bell, Digital Marketing Executive at Tripudio, has recommended Vivocha.
14th Feb 2014
A good summary of the differences between SEO and PPC.
12th Sep 2013
Hi Rob, I'd like to bring your attention to a few articles here that might be of interest.
They're not specifically about creating a chief experience office but provide insight into creating the role of chief customer officer, so the first step along the path to the CE office:
1st Jul 2013
Would love to hear your thoughts!
20th Jun 2013
....is how you can work at iKode and yet be unaware of its flagship product iKode Helpdesk X - and further still, be unclear whether said product actually works.
Are you alone in your confusion about the tool, or is your uncertainty about the effectiveness of Helpdesk X reflected throughout iKode?
Lets widen the discussion here:
* If you use an online customer support software that you believe is working well for your business, we would love to hear your experiences.
* If you work for a support software vendor and you ARE sure that your product works, why not tell us a little about it.