detractors

There, you’ve got it – an approval to start an NPS program. You want it all, and you want it now. After all, you believe in the cause and want to make it happen. Here is a little something to help you start the process smoothly:

Guest Post by: Adam Dorrell

15 September 1971: 40 years ago tonight Peter Falk starred for the first time as the rather crumpled TV detective Columbo (and that first episode was directed by Steven Spielberg, fact fans). Quickly becoming a primetime fixture of my youth, Columbo was my favourite TV ‘tec, at least until Starsky and Hutch came along.

Guest Post by: Simon Phillips

Net Promoter Score (NPS) is a customer loyalty metric developed by Fred Reichheld, Bain & Company, and Satmetrix.

NPS is calculated by asking customers a single question, eg,”How likely is it that you would recommend our company to a friend or colleague?” and asking them to rate their answer between 1-10, where 10 is “extremely likely” and 0 is “not at all likely”.

Guest Post by: Monica (Market Sentinel)

Who are the people who are most likely to spread good (or bad) will about your brand? We look at ways to find these people online.

Guest Post by: Monica (Market Sentinel)

How the Gap logo debacle turned a PR crisis into positive brand awareness for Gap’s “iconic blue logo”.

by: Matt Rhodes

by: Matt Rhodes

A metric we use a lot with clients at FreshNetworks is the Net Promoter Score (NPS). It’s a way of measuring the positive advocacy that exists for your brand; the word of mouth that is generated by your customers.

by: Mark Rogers

by: Mark Rogers

An article in the New York Times (requires free registration or use Bugmenot for a one-time password) profiles how Wal-Mart have taken on their detractors with a pro-active PR campaign, run by a number of ex political campaigners.

by: Mark Rogers

New Communications Blogzine has published Mark Rogers’ article looking at how Market Sentinel measures corporate reputations with our “net promoters index”. Here it is: