promoters

5 Quick Wins for Your Net Promoter™ Programme

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers.

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5 Quick Wins for Your Net Promoter™ Programme

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers.

You can address part of this impatience by clearly managing expectations on what the programme can and cannot deliver in each stage of its development. But you can also plan for quick wins which you can pace across your first year (or even 100 days) of NPS implementation.

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Five Ways To Profit From Brand Advocates

As companies strive to improve their customer experience, the desire to do more than satisfy customers is becoming increasingly important. 

But at the same time it is remarkable how few companies have a programme in place to capture the profits of turning someone into a brand advocate. This is an expensive oversight. It leaves companies with the investment for improving their customers’ experiences. But they miss out on the (financial) returns this generates.

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7 Pragmatic Tips on Starting Your NPS Program

There, you’ve got it – an approval to start an NPS program. You want it all, and you want it now. After all, you believe in the cause and want to make it happen. Here is a little something to help you start the process smoothly:

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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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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: http://www.jchernov.com

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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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Turn a PR Crisis into Positive Online Buzz: Lessons from The Gap

Guest Post by: Monica (Market Sentinel)

How the Gap logo debacle turned a PR crisis into positive brand awareness for Gap’s “iconic blue logo”.

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The Net Promoter Score and the value of Promoters

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