Mara Ferguson

It's October. So naturally, we're looking nine months out and thinking about our annual symposium, aptly named ZingPosium. Determining the content we'll share and theme of the event are important, but something else we'll be spending a lot of time thinking about is the Swag we'll give to attendees. 

What does a truly great customer experience look like? We spend a lot of time thinking about this at Zingerman’s. In fact, we actively measure the customer experience  by way of the Zingerman’s Experience Indicator (ZXI), which is our adaptation of the more commonly known Net Promoter Score. As Ari explains in this article, “the ZXI has provided a measurement tool to help us track and stay more focused on how well we raise every customer’s experience to a level of greatness. Briefly, the measure tracks customer response to the one ultimate question: “On a scale of 0 to 10, (10 being high), would you recommend Zingerman’s to a friend?” Nines and 10's are considered promoters, 7's and 8's are neutrals, and anyone who scores 6 or below is deemed a detractor.”

In addition to offering training on-site at our training facility and on the road at client businesses all over the country, did you know that we also have a line-up of leaders from around the Zingerman's Community of Businesses who present at events on a variety of different topics - be it the values we hold dear, the system we use to streamline our operations or our recipes for giving great customer service?