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    « Locking Up the Market... | Main | Isn't All Profit Good? »

    September 05, 2007

    Measuring Service

    I mentioned in a previous post that most reprographers see customer service as their main differentiator.  Two fierce competitors in the same market will both claim their advantage over the other is better customer service.

    How do you measure the effectiveness of your customer service?  Verne Harnish, CEO of Gazelles, Inc. recommends a method developed by Fred Reichheld, author of the best selling book "The Ultimate Question".  The metric is called the Net Promoter Score or NPS.

    Using a metric like this will help you determine how good your service is and what steps need to be taken to improve it.

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