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 [...]
Posts Tagged ‘Consumer Contact Loyalty Monitor’
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
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Choosing the Best Data Collection Methodology for Net Promoter Score.
Posted: June 15, 2009 in customer loyaltyTags: CATI, Consumer Contact, Consumer Contact Loyalty Monitor, consumer loyalty, customer loyalty, Detractors, loyalty measurement, Loyalty Monitor, measuring net promoter score, net promoter score, NPS, NPS process, online data collection, QBDVR, question based digital voice recording, recession, SatMetrix, telephone data collection, The Ultimate Question
In my previous blog I offered some advice on the implementation of a Net Promoter Score® program within your organization. That blog created some further discussion as to which methodology is the best for NPS® data collection – telephone, online or a combination of both. The answer? It depends. Online data collection offers speed, efficiency, [...]
Five Steps to Implementing a Net Promoter Score Program
Posted: June 1, 2009 in customer loyaltyTags: act, aim, align, analyze, ask, Consumer Contact, Consumer Contact Loyalty Monitor, consumer loyalty, Detractors, implementing a net promoter score program, implementing net promoter score, loyalty measurement, measuring net promoter score, net promoter score, NPS, NPS process, obsession, Promoters, recession, SatMetrix, The Ultimate Question
You’ve bought the book “The Ultimate Question” by Fred Reichheld, visited the websites, read the blogs (maybe even mine) and downloaded the white papers. You’re convinced Net Promoter Score® and customer loyalty tracking will work for your company, but how do you begin? You’re not alone in feeling a bit overwhelmed. Just this week, while [...]
Choose Your Loyalty Partner Carefully. Not All Partners Are Created Equal.
Posted: April 8, 2009 in customer loyaltyTags: Consumer Contact, Consumer Contact Loyalty Monitor, consumer loyalty, customer loyalty, Detractors, loyalty, measuring net promoter score, net promoter score, recession, SatMetrix, The Ultimate Question
Tracking customer loyalty using Net Promoter Score requires the right Net Promoter Partner to deliver the data you can trust.
In a Recession, a Loyal Customer is Your Best Friend.
Posted: February 24, 2009 in customer loyaltyTags: Consumer Contact Loyalty Monitor, customer loyalty, Detractors, Fred Reichheld, linkedin, loyalty, net promoter score, NPS, Promoters, recession, The Ultimate Question
We all need to have a best friend when times are tough and it is just as important to find and protect Loyal Customers when the economy is hurting. Your Loyal Customer may be just the friend you need to hold your hand and guide you to the bright light at the end of this dark, scary economic tunnel
