I have written before about the difference friendly staff make to the service experience. I am writing this from my local auto dealer to share just how it changes things.
Our team is in the midst of preparing for our annual ServiceConnect Client Conference next week in Nashville, TN. One of my parts of the agenda is to analyze the performance and try to understand better what the numbers are telling us. This year I did it a bit differently in that I took a deeper look at the things that most strongly correlate to the Net Promoter Score. Not surprisingly, I found some things that matter to customers no matter whether you build school buses, service construction equipment, manufacture sophisticated agricultural, or machine tools. These are the things that create delight with customers.