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 [...]
Posts Tagged ‘consumer loyalty’
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. [...]
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 [...]
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 – Measuring Head AND Heart
Posted: July 21, 2009 in customer loyaltyTags: BMW, consumer loyalty, Detractors, Happy employees, Kia, loyalty, measuring net promoter score, net promoter score, online data collection, Passives, Promoters, Toyota
Net Promoter™ is the internationally recognized tool that measures the dimensions of loyalty. By asking the simple question, “How likely are you to recommend my company (product, service or brand)?” customer loyalty can be effectively measured and tracked. But loyalty is not a simple concept. Loyalty has many dimensions that involve both the rational (the [...]
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.
