customer satisfaction

Sorry NPS, I’m Not Buying (It)..

I know a lot has been said about Net Promoter Score (NPS), and I’m not in this world to judge anyone who’s working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though, hoping to attract other people who’d like to share theirs, so we can all get a better understanding of what drives Customer loyalty and how to manage for it. Unfortunately the Net Promoter Score is not working for me right now. And here’s why:

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Ten Ways To Take Your Net Promoter® Programme To the Next Level

Ever since I've first learned to work with it in 2007, I had a thing for NPS.  There are many who tell me it isn't the most scientific of measures, but in our 80/20 world it is still the most effective and actionable customer system I've ever seen. 

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Contagious Dissatisfaction

Most businesses wouldn’t question that it’s a good idea to resolve problems quickly to prevent erosion of their reputation, but many don’t do a particularly good job of it. Even when it’s too late to fix the actual problem, an apology can mollify that customer and even result in reversal of the public criticism (see Apologies Really DO Work).

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The Problem With Customer-Centricity

A 2007 CMO Council survey asked 477 B2B IT users to rate their technology vendors, and, apparently, surveyed the vendors as well. The study found that 56% of vendors perceived themselves to be extremely customer-centric. Only 12% of their customers agreed, however.

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Customer Relationship Metamorphosis

This piece by Eddie Yoon of The Cambridge Group over on the Harvard Business blog makes an interesting point. In any product category, roughly 10% of the consumers account for more than 50% of the profits. The principle that, with any product or service, there is a core of customers or users that interact more, contribute more, consume and buy more, is not new news.

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Piss Off Your Customers

If I hear one more marketer talk about delighting customers, customer satisfaction, or — heaven forbid — customer advocacy, I’m going to scream.

It’s all a waste of time. You want to make more money for your company? Piss off your customers.

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The Fallacy of Measuring Feelings, or How to Capture Lighting in a Bottle

Feelings cannot be measured.

Lighting cannot be caught in a bottle.

Cold Fusion is (for now) a dream.

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Brands That Make No Promises

by: Jonathan Salem Baskin

If brands are a promise, then the rules of chance, tactics of politics, and the uncertainty of human behavior all suggest that we should promise as little as possible.

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Branding, the Island

by: Jonathan Salem Baskin

Billions have been spent on systems intended to strengthen relationships between companies and consumers. Endless books have been written about it. You can't have a conversation at work, or produce a slide presentation, without talking about how much you worship customers, believe in customer-centricity, or otherwise praise their position as your Guiding Light.

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How to Score a 90% or More Customer Satisfaction

Lots have been said about customer satisfaction see at the end of this entry for entries on this blog about customer satisfaction). Organizations struggle to get their customer satisfaction scores under control, they “need” or want to get them to a certain number (for some reason, 76% seems to be the magical number most of them are trying to reach today, slightly lower than the 80% we saw couple of years ago).

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