2003 Benchmark Consulting Marketing 
Taylor Reach Group
APRIL 4, 2018
Leveraging a proprietary approach, combined with best practice benchmarking, the Audit process creates a road-map to a future state by assessing all aspects of current Contact Center operations. Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc.
Beyond Philosophy
SEPTEMBER 15, 2015
Harvard Business Review called it “ The One Number You Need to Grow ” way back in 2003. How does that compare with the rest of the market?”. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. One of the frequent questions I get is, “Our NPS is XX.
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Lumoa
APRIL 3, 2018
Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? That proves that referral marketing plays more and more important role in business strategy. The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. The question is, how can you measure it?
Netomi
JANUARY 5, 2022
Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.
Lumoa
APRIL 24, 2018
The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster.
Taylor Reach Group
JUNE 6, 2017
You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. He has been working in the industry for 35+ years and has led The Taylor Reach Group’s success, as CEO and Chief Chaos Officer, since 2003.
Taylor Reach Group
JUNE 20, 2017
Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This can be great when it works, but even as the 2016 Live Chat Benchmark Report states, agents are handling more chats as time continues – what you’re doing is placing a demand on that agent. John Cockerill – President.
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