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Blogs and Podcasts

Read and comment on the official Net Promoter blogs. Written by the leading experts on customer loyalty and customer experience management (CEM), these blogs cover the best Net Promoter knowledge, insights, and practices for business executives and Net Promoter practitioners.

Fred Reichheld Fred Reichheld, Author, The Ultimate Question
Current topic: Miami Was Hot - Now on to London!
Overview: Bain Fellow and Bestselling Author of The Loyalty Effect, Loyalty Rules, and The Ultimate Question.

Richard Owen Richard Owen, President & CEO, Satmetrix
Current topic: More Detractors, Please!
Overview: Satmetrix President & CEO and former CEO, Owen writes on CEM strategy and best practices in B2B customer centricity. Listen to his podcast, Effective Sponsorship of Loyalty Programs.

Dr. Laura Brooks Dr. Laura Brooks, VP, Research and Consulting, Satmetrix
Current topic: Building Value One Customer at a Time
Overview: Thought leader in customer experience methodology, research, and consulting on business optimization around the customer, Dr. Brooks writes on B2B customer experience management, Net Promoter methodology, and best practices.

Dr. Paul Marsden Dr. Paul Marsden, Enterprise LSE, London School of Economics
Current topic: Promoters vs. Influencers: Follow the Money
Overview: Dr. Paul Marsen is a market researcher specializing in NPS with the London-based marketing agency Brand Genetics. Previously with Enterprise LSE, Dr. Marsden led the team that validated the link between NPS and business performance in the UK. Author of Connected Marketing, he has 15+ years of research experience, works with leading brands including LVMH, Bacardi, Coty, Nokia, T-Mobile and Unilever, and is on the advisory boards of WOMMA and the Viral and Buzz Marketing Association.

Jeanne Bliss Jeanne Bliss, CustomerBLISS
Current topic: Setting Net Promoter Goals
Overview: Jeanne Bliss spent 25 years reporting to CEOs, leading the customer experience inside Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft corporations. Author of Chief Customer Officer: Getting Past Lip Service to Passionate Action, she now runs CustomerBLISS.

Dr. Laura Brooks Scott Smith, former Director of Product Management, Satmetrix
Current topic: Employee Experience Management
Overview: Expert at system design and implementation of customer experience management systems, Smith writes on CEM data gathering, reporting, analytics, and more with the goal of maximizing business integration of CEM systems.