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 [...]
Posts Tagged ‘Detractors’
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
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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 [...]
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 [...]
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 [...]
Reduce Costs with Net Promoter
Posted: June 23, 2009 in customer loyaltyTags: acquisition costs, Apple, cost savings, customer loyalty, Detractors, ebay, Enterprise, Fred Reichheld, Happy employees, Harley Davidson, measuring net promoter score, net promoter score, Promoters, Public Relations, recession, reduced inventories, referred customers, ROI, SatMetrix
If you’re a homeowner you probably understand the concept of spending to save money. You’re encouraged by many levels of government to invest in new energy efficient windows, furnaces and water heaters to save money on your monthly fuel bill. If you own a car, you can trade in your old clunker and invest in [...]
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.
