Join us on April 20, 2023 from 2:00 – 3:00 PM EDT for the next presenter in the ICCFA Webinar Series, Nelson Thulin, Director of Business Consulting at Johnson Consulting Group.
According to Harvard Business Review, 80% of companies use customer satisfaction scores to analyze customer experience (CX) and improve it. Are you in that 80%? Superior customer service is no longer nice – it’s needed. If you are not already, now is the time to start tracking your satisfaction rates and using those metrics to increase the value of your business. Net Promoter Score (NPS) is the most powerful customer experience measuring metric you could be tracking. Join Nelson Thulin, Director of Business Consulting at Johnson Consulting Group for this webinar where you will learn:
- How to measure NPS.
- How to interpret NPS.
- How utilize NPS to improve CX.
Nelson Thulin began his funeral service career at a family-owned funeral home in Wisconsin and over the course of 35+ years, his work experience has included independent ownership as well as corporate leadership roles. His management experience ranges from a single location serving approximately 100 families a year to multi-location markets serving over 3000 families annually. As Director of Business Consulting Services at Johnson Consulting, Nelson has overseen the development of JCG’s Leadership and Management Academy, the nationally recognized Customer Experience Workshops, internationally utilized Strategic Planning and highly rated Business Assessment Program. Nelson emphasizes a keen focus on the importance of exceeding expectations of client families and providing a meaningful and memorable experience for their guests, resulting in a loyal advocacy of our profession as well as continued growth of individual businesses.