Would your employees recommend your company as a place to work? Would they recommend you as a person to work for? Net Promoter Score® is an effective and efficient method to use to check the health of the customer relationship. But, don’t forget the health of the employee relationship. Employee loyalty is just as critical [...]
Archive for the ‘customer loyalty’ Category
Engaged Employees Lead to Loyal Customers
Posted: February 21, 2012 in customer loyaltyTags: consumer loyalty, Destination CRM, Fred Reichheld, Loyal employees, loyalty, loyalty measurement, measuring net promoter score, NPS
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Investing Good Profits to Create Great Customer Experiences
Posted: July 11, 2011 in customer loyalty, UncategorizedTags: Bad Profits, consumer loyalty, customer loyalty, Detractors, Good Profits, loyalty measurement, measuring net promoter score, New Balance, NPS, Porter Airlines, Promoters, The Ultimate Question
One of the basic concepts of Net Promoter Score® is the idea of Good Profits and Bad Profits. Here’s a quick description : Bad Profits Customer feels misled, mistreated, ignored, or coerced. They may actually dissuade new customers from using the product or service. Good Profits Customer feels appreciated and have been treated fairly, or [...]
Can Reward Cards Buy Your Loyalty?
Posted: March 24, 2011 in customer loyaltyTags: Air Miles, consumer loyalty, Fred Reichheld, loyalty, loyalty measurement, net promoter score, NPS, Promoters, The Ultimate Question, Toyota
If you’re like me, your wallet (or purse) is crammed with so-called loyalty cards. They come from grocery stores, pharmacies, gas stations and even credit card companies themselves. But, are they really loyalty cards or are they just rewarding frequent purchases? Are they effective? Do these cards increase purchase frequency? In my case they do. [...]
The Pickle Loyalty Principle
Posted: January 27, 2011 in customer loyaltyTags: Bob Farrell, customer loyalty, Detractor, loyalty, net promoter score, Promoter
The smallest things can drive customer loyalty. And, the smallest things can drive loyal customers away. It doesn’t take much to make a customer feel valued and appreciated and it takes even less to make them feel abused, cheated and disappointed. Years of effort to build solid customer relationships can come crashing down over something [...]
Create an Expectation Gap and You’ve Created a Detractor.
Posted: December 20, 2010 in customer loyaltyTags: consumer loyalty, customer loyalty, Detractors, net promoter score, NPS, promoter to detractor, Promoters, what is NPS
What happens when your expectations are not met? How do feel when a product or service doesn’t live up to the marketing or sales hype? Are you likely to recommend a product that fell short of your expectations? So much of the “word of mouth” recommendation cycle is based on products or services meeting or [...]
Getting Employee Buy-In for an NPS Program
Posted: November 25, 2010 in customer loyaltyTags: customer loyalty, educate staff on net promoter, Fred Reichheld, SatMetrix, The Ultimate Question
What if you threw a party and nobody came? What if you implemented a Net Promoter Score™ program and nobody bought into it? What if you had a simple process to get your employees engaged in an NPS® program and keep them engaged? Over the past year, I’ve trained a lot of company employees on [...]
Let’s Take a Walk Down the NPS® Customer Corridor
Posted: July 21, 2010 in customer loyaltyTags: consumer loyalty, Detractors, Fred Reichheld, HD TV, implementing net promoter score, net promoter score, NPS process, Promoters, rogers, SatMetrix, The Ultimate Question
Although the Net Promoter Score® process is a simple and effective way to measure and track customer loyalty, we should not fall into the trap of oversimplifying the drivers of loyalty. For every product or service there is a series of steps, interactions, and opportunities to create or destroy customer loyalty. Each of these steps [...]
My Toyota NPS® Loyalty Conundrum
Posted: February 19, 2010 in customer loyaltyTags: consumer loyalty, Fred Reichheld, Hyundai Tucson, loyalty, loyalty measurement, net promoter score, NPS, Prius, Promoters, SatMetrix, The Ultimate Question, Toyota, Toyota recall
If you read my earlier blogs, you’ll know that I have been a devoted and loyal Toyota owner since 1976. In the past, I’ve recommended Toyotas to anyone within hearing distance. The cars have been dependable, reliable and, in spite of ongoing price creep, a good value in cars. But now what do I do? [...]
Net Promoter Score™: How Is The Other Team Doing?
Posted: December 14, 2009 in customer loyaltyTags: customer loyalty, customer relationships, Detractors, net promoter score, NPS, online data collection, Promoters, SatMetrix, scouting, The Ultimate Question
Using Net Promoter Score will identify how many of your customers are Promoters and how many are Detractors. But, do you know how many Promoters your competitor has?
Net Promoter Score – Not Just for the Big Guys!
Posted: September 17, 2009 in customer loyaltyTags: Consumer Contact Loyalty Monitor, customer loyalty, Detractors, Enterprise, Fred Reichheld, loyalty, measuring net promoter score, Net Promoter Associate, NPS, NPS process, Promoters, SME, The Ultimate Question
I recently read on one of the Net Promoter® forums a posting that asked the question “Is my company big enough for an NPS® program?”. The Poster felt that his/her company was too small to benefit from implementing a Net Promoter program. Although Satmetrix, in their Net Promoter ® Associate training (which I attended in [...]
