NPS

What does it take to generate deep contextual customer insight?

Is it possible to know your customers simply through ‘at a distant’ listening methods like NPS, post transaction surveys, social media, text mining customer call records etc?  I get that many of you are convinced that you do know your customers.  You are that you know what matters to your customers.  You are that your VoC listening programmes provide you with insight into your customers.

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Net Promoter Score Is a Window Into Jobs-to-be-done Fulfillment

I’m a big advocate for better understanding customer needs, particularly in the jobs-to-be-done form. Companies should spend more time on this, instead of the all-too-common approach of implementing someone’s vision in a near vacuum. Although I admit it isn’t easy to do. Focus groups are a start, but are both logistically and financially hard to scale, and fraught with their own issues. So the state of getting customer insights is still fairly immature.

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Baseball Stats and CX Metrics (No, It's Not a Moneyball Story!)

The other night, I was reading my local version of the Auto Club's Westways magazine. One of the articles was an interview with the Angels' new player, Albert Pujols. What could Albert Pujols possibly say that would drive me to write this post? Oh, you know me by now. I can find a good CX story in pretty much anything! Well, his comments really struck a chord and are a great reminder of what all too many who measure employee and customer satisfaction end up doing: focusing on the score.

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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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A Quick Note on Using NPS in Social Media

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.

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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.

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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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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?".

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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.

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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.

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