net promoter

Introducing our new product: Net Promoter as a Service (or Outsourced NPS, if you wish)

Implementing a Net Promoter System® or any other Voice of the Customer programme can be difficult. You think of just starting to ask a few questions and nudging a few people in the right direction. It seems fairly easy in the beginning, but then things start to get complicated. You need to spend time setting things up, invest into technology, and keep on putting effort and internal resources even after the launch.

Continue Reading

Avaya Announces Strategic Partnership with Futurelab

Leading European customer experience consultancy teams up with Avaya to offer businesses enhanced and measurable customer service strategies
 
Guildford, UK; March 30, 2016: Avaya, a global leader in business communications software, systems and services, has today announced a new strategic relationship with leading customer-centricity specialist, Futurelab, to drive better business outcomes from customer service implementations through closer alignment between strategic business requirements and the technology which supports them.
Continue Reading

Is it time we started explaining NPS a bit better?

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".

Continue Reading

Would Your People Recommend Your Products?

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.

Continue Reading

So You Want To Be Customer-Centric? (video)

I spend a large part of my professional life telling companies that if they truly take their customer's interests to heart, these customers will reward them with their business, their recommendations and their support. But even though I preach this gospel, I have to admit that I never really understood the impact of super-promoters until I experienced it around my book "So You Want to Be Customer-Centric?".

Continue Reading

From Sales Promotions to Sales Promoters

In September I was invited by my friends from Evensys in Romania to talk about the ways FMCG  brands could improve the performance of their sales promotions. When putting together my presentation (see below) I was heavily influenced by two factors. First, I had just published my new book, So You Want To Be Customer Centric? and my mind was still full of all the material I didn't get to use. Secondly, I've never really been a fan of the "buy more, buy cheaper movement", so I didn't really feel like talking about the ways to build a better sales promotion mousetrap.

Continue Reading

New book: So You Want To Be Customer-Centric?

For the past few years I've been quite active in the field of customer-centric marketing and management. I had the privilege of working with the likes of Philips, ING, Lexus, L'Oréal, Sanoma and many others on projects which touched every part of our globe.

Continue Reading

Five Questions with Rob Markey

Later this month September, Fred Reichheld and Rob Markey are launching their new book The Ultimate Question 2.0, a sequel to the earlier bestseller that brought us the Net Promoter Score and the knowledge that “happy customers make you more money”. 

Continue Reading
Subscribe to RSS - net promoter