By now you probably got the memo that the population in Europe is growing older. That the opening of borders is causing people to migrate. That consumers are using the internet and their mobile phones to make sure they get the best deal possible.
If you're into NPS and happen to be in the area of Düsseldorf on September 3, you may want to participate in Germany's first Net Promoter conference.
It is organised by the NPS-Thinktank, a joint initiative by BUW Consulting, Futurelab and PaulusResult, the goal of this event is to bring together German NPS practitioners for best practices, case studies and lots of informal networking.
Last week I met with the head of CX of a company which I can only describe as a "highly evolved species" in the area of customer experience. In fact, if I'd tell you their name you'd consider them as one of the world's leaders in the game.
As we were discussing a project I was doing with their international leadership team, NPS came up as a topic of conversation. At this point, I was kindly but firmly recommended "not to mention that word in our company".
February 28, I had the opportunity of being the closing speaker at the FutuRetail conference which took place at the brand new Google headquarters in London. The day was filled with a host of interesting speakers. But having been challenged by the organisers to close the day on a truly "thought provoking" topic, I ventured into a thought experiment on the impact of 3D printing on the retail industry.
In 1999, I attempted to launch a content production venture called Transmedia Productions. Its vision was to develop and market narratives, which would span various media (yes even internet!). It also aimed to somehow engage audiences in “co”-telling the story.
In the build-up to his presentation at the Marketing 360 conference in Bucharest, SMARK - Romania’s leading community for marketing professionals - interviewed my colleague and business partner Stefan Kolle on the topics of NPS, customer experience and advocacy.
As the interview contains some interesting points which you might not be able to pick up from the Romanian edition, we thought we’d reprint the Q&A with the journalist:
Earlier this month I had the honour of being affectionately introduced as the "warm-up act" for Fred Reichheld during an NPS masterclass he gave together in the Netherlands. As Fred mainly focused on introducing the Net Promoter System and describing the dangers of bad profits, I decided to go for the more organisational aspects of customer-centricity. I did this by focusing my talk on what I consider to be three of the main barriers to customer-centricity in many organisations:
Lately, there's been a lot of talk about the ways Net Promoter is relevant to those in social media. But while the intuitive link is clear to me, a lot of the thinking I've read to date doesn't really resonate on a level that is both practical and strategic. So I decided to take a stab at a more comprehensive framework myself, admittedly helped by a number of practical challenges a CEE client faced who wanted to develop a more customer-centric approach across it's various distribution and communication channels.
I recently completed a project for Philips Lighting on the ways hotels should reshape themselves to be successful in the future. As part of the research I came across this brilliant video by futurist Patrick Dixon on the way many business hotels seem to "get it wrong" when it comes to delivering a quality experience for their customers. If you think about it, most of the things he talks about are "rather obvious". Also, as any frequent traveler can testify, they have been around for ages.
Ever more executives want to create marketing magic by turning their consumers into "brand promoters". But with all the customer advocacy programmes flying around, many of them seem to miss the elephant in the room: their own employees might not be "that" inclined to recommendation themselves.