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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Just One Last Question: Four Ways Columbo and the Net Promoter Score Are Alike…

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.

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Can Social Media Improve Net Promoter Scores (NPS)?

Guest Post by: Simon Phillips

Net Promoter Score (NPS) is a customer loyalty metric developed by Fred ReichheldBain & 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”.

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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”. 

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Your Social Media Followers Are Your Best Customers

The following is a guest post from Joe Chernov. Joe is the Director of Content for Eloqua. Co-chair of WOMMA member ethics panel. You can read more about Joe here:

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How To Find Online Promoters and Detractors

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.

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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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