NPS

Productivity and the Design + Usability Culture

by: Idris Mootee

We're playing with the new MacBook Air  in the office today and we all appreciate what Apple put into this machine. Apple is no question a company that focuses not on its product, but on innovation.

Continue Reading

Lenovo and Apple - The Tales of Two Customer Experience Stories

NPS - what is it REALLY good for...

To follow up my previous post on the Net Promoter Score (NPS) being under fire, I would like to engage the readers of this blog in a discussion on the use and value of the NPS in itself. I will be listing some (rather random) thoughts and musings on the NPS to get your insights and ideas.

Continue Reading

Net Promoter Score under fire?

Continue Reading

One for the Weekend: Apple ... You're Beautiful

by: Alain Thys

Today I had a lunch meeting in which the topics of conversation included Net Promoter Score, delighting customers and making sure consumers care enough to carry your brand's message into the world.  Yet when you put all the buzzwords aside, I think this video of an Apple fan and her dream says it all.  

Would your customers care enough about your brand to include your brand in something like this?

Continue Reading

4. Practice attention marketing – and make it measurable

by: Jon Miller

Customers today have become adept at tuning out unwanted marketing. Personally, I am in the business of marketing, and yet still I tune out as much marketing as I can.

Continue Reading

Top Ten Trends in Marketing Innovation

by: Stefan Kolle

I’ve put together the 10 key trends I see for 2007 in Marketing Innovation. None of these are new, except for Net Promoter Scores which have only been around for a few years.

Continue Reading

Measuring Emotion in the Customer Experience

by: Chris Lawer

We have been doing some work recently helping a client identify appropriate means to measure  emotions in the customer experience.

Orloff8

Here are some example methods which I briefly describe:

1. NET PROMOTER EXPERIENCE SCORES

Used by: Intuit, American Express, Enterprise Rent-A-Car, GE Capital, Norwich Union

Continue Reading

Lousy Customer Satisfaction-It’s a Global Phenomenon!

Continue Reading

Promoters Versus Detractors

Continue Reading
Subscribe to RSS - NPS