NPS

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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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.

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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.

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Net Promoter Score under fire?

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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?

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