NPS

Is Human Media the Next Frontier? A Chinese Case Study

By now, we all know that we live in a world in which word-of-mouth rules.  The recommendation of a friend or family member outweighs anything a brand may have to say for itself.  

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The Net Promoter Score and the value of Promoters

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Customer Satisfaction: Time Is Precious

by: Roger Dooley

Today, there is a big emphasis on productivity in sales and customer service. Increasingly, customers are given tools to place their own orders, check on their status, and so on. In-person sales calls cost hundreds of dollars (some estimates run over a thousand dollars), so an emphasis on efficiency is understandable.

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What If You Don't Want Them as a Brand Ambassador?

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The T5 Fiasco: Some Free Advice on Customer Engagement for BA

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What Is the Net Promoter Score?

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.

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Measuring Word of Mouth

by: Mark Rogers

How do you measure word of mouth? The increasing importance of social networks to brands and advertisers has raised this problem very sharply in the last few weeks. Media owners, pharmaceutical companies, automotive manufacturers all need to know the same thing: how am I doing?

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Case Study Wal-Mart

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.

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The Net Promoters Index

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:

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Net Promoter Score: The Barack Obama of the Management World

The Net Promoter Score is the Barack Obama of the management world.

I’ll explain: According to what I’ve read, Barack Obama has received a free pass in the press. So does NPS.

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