NPS

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