Jeanne Bliss' Blog

RE: 6 Conditions for Considering a Chief Customer Officer

info@netpromoter.com — Tue, 06 Nov 2012 14:30:03 GMT

Yes indeed, CX is for life, not just Xmas - great post, as always it is about momentum.

RE: 6 Conditions for Considering a Chief Customer Officer

info@netpromoter.com — Tue, 14 Aug 2012 12:30:17 GMT

Great post, I love every point you listed ....thanks

Tareq

RE: 7 Inhibitors to Delivering “Promoter” Experiences

info@netpromoter.com — Sun, 18 Mar 2012 13:45:18 GMT

Jeanne, I really enjoy your blog and look forward to your posts. I also have read Chief Customer Officer. I mention these things both to offer some praise as well as point out that, overall, I'm a fan and promoter of your work. Having said that, I was surprised to see that you made this new blog post that is an almost word-for-word copy of a post you made last summer? I thought it looked familiar and checked my browser bookmarks. Then, I noticed that it even shows up in the links on the sidebar to the right of this post. If you need to re-use material, please consider acknowledging that it is a copy of an older post that you felt was worth repeating, which I think is fine. Otherwise, in my opinion, it comes off as a little lazy or, perhaps worse, you don't think your audience is remembering what you wrote. I don't mean to be too critical but felt it was worth sharing with you, to the extent a blog might benefit from Voice of the Customer feedback, because I do think you offer a lot of helpful advice.

RE: CustomInk - Uncensored! Dare to Bare what the Customers Share

info@netpromoter.com — Tue, 25 Oct 2011 10:13:39 GMT

Possibly they may have been playing it safe... However, the comments do make a good read and they also allow for the person to give a specific rating on Overall Experience and whether or not they would order again.

It's good to see that the negative comments are there - as well as the positive ones. Read comments from Alison L in Oregon, or Nikki G of Illinois. The fact that the company shows the negatives as well as the positives gives you a deeper sense of trust in the organisation.

I wish more companies did this! But then that might put the specific review sites out of business!!!

RE: CustomInk - Uncensored! Dare to Bare what the Customers Share

info@netpromoter.com — Mon, 26 Sep 2011 18:22:59 GMT

Good blog post.This also brought to mind what Domino's Pizza is doing with both the very public ticker at Times Square, and with the personal feedback to the employees making and delivering the food. They also have several tv commercial campaigns that focus on their efforts to renew their reputation.

In some sense, it seems even more "Bare it all" with Domino's because they are taking on a huge recovery effort from years of downsliding. They are banking that these campaigns will build trust with a customer base they seem to have lost.

I wonder if CustomInk is really playing it safe; that is to say, were they already confident that 99% of their customers' comments would be positive?

RE: Trader Joe’s: Promoters Buy Houses Near the Stores They Love

info@netpromoter.com — Mon, 03 May 2010 01:53:38 GMT

Hello Jeanne Bliss,

I am doctoral candidate in Experimental Psychology with a focus on consumer behavior. I have been following the literature on the Net Promotor Score for some time, and am fascinated by the work of the Net Promotor Team.

I loved your thoughts on the "Trader's Joe". Especialy liked the way in which you have built the argument for the way in which customers make other important decisions on the basis of the proximity are an important indicator of a promoter.

Although I have not read your book, your write-up bought the following questions to my mind. One of the concerns that I have is the challenge presented by internet shopping. For example, when asking participants in my experiments about how far they would drive to get their favorite brand of apparel, I do not get similar scores, that I get on other traditional attitude measures. Although I do not have strong evidence in this direction, I do suspect that internet shopping might be a contributor to this.

Thus, what is seen as indicative of a promotor behavior, when the internet is the medium of shopping for the brand and/or competing brands?

Thanks

Anuradha Mohan Kumar

RE: Closing the Loop with Detractors

info@netpromoter.com — Tue, 02 Jun 2009 20:07:14 GMT

Hi Jeanne,

Thanks for sharing these ideas, this is really useful info.

Just curious: can you provide any data on response rate in the example of a printed bill you mentioned? What is the percentage of customers who actually provide this feedback, versus the the ones who just mail in their payment without answering the NPS question? Also, what is the percentage of respondents to the NPS question who did not also answer the narrative question?

I'm just trying to get a realistic sense of the expected response rate for this type of survey vehicle. Thanks again for your insights.

--Patrick

RE: Setting Net Promoter Goals

timothy.proctor@msanet.com — Tue, 18 Nov 2008 19:20:19 GMT

We just completed our annual satisfaction survey which included the NPS question. This is a blind survey whicjh gives us the opportunity to ask the NPS question about other manufacturers that customers use. Our score is higher than the other manufacturers, but our score did not improve over the same survey in 2007. Any recommendations on how to set a goal for 2009?

RE: Mining the Gold: Listening Hard to "Detractors"

bart.gotte@gmail.com — Wed, 29 Oct 2008 14:29:28 GMT

Hi Vandana,

Your question is intriguing and increasingly relevant. We found the following results based on a research project that was specifically aimed at the impact of internet consumer review platforms (n=725):

a) Online review platforms are an important channel for recommendation power. 85% of Dutch consumers who have access to internet visit review sites. 75% reads reviews or experiences posted by consumers. 50% reads ALL postings of the product of interest. 24% writes a review now and then. Those who are most likely to write a review are promotors (63%) verses detractors (11%).

b) Online recommendations add value. We conducted the following experiment. Consumer were asked to choose one out of three identical hotelroom offerings. The three options were: 1) priced at 175E, rated 5,5 by 100 consumers; 2)priced at 200E, rated 8,0 by 1 consumer; 3)priced at 225E, rated 8,0 by 100 consumers.

The results were:

Option 1 was chosen by 10% of the consumers. Option 2 by 13%. Option 3 by 77% (!).

Even after rising the price with 25%, those who chose option 3 would still prefer that option.

In sum, The power of online recommendation is worth a lot of money...

RE: Gone but Not Forgotten

gary.lennon@interactivepoint.co.uk — Fri, 26 Sep 2008 14:05:00 GMT

Hi Jeanne.

I saw your article 15 minutes after a 'leaving' conversation with a UK High Street bank and thought I'd share it.

I have left the bank as a business customer due to communication issues early on (over 2 years ago now). Ultimate Question (UQ) rating was probably 8.

I left on hold due to it wasn't high enough on my priority list to deal with. (UQ = 6)

All monies were withdrawn and when charges applied meant the account went into overdraft I decided to close the account. I've probably told 4 -5 people about the negative experiences up to this point.

Since starting the process to close the account, I had other communication issues (UQ = 3).

Out of the blue one person took ownership and managed the process until it was completed, explaining what was happening and provided completion. Now my UQ rating is 9!

Is that normal?

I ended up thanking her personally for her efforts and said if she had been involved from the start I probably would not have left.

Would I go back?

Not enough of an incentive probably but I'd probably tell people about how the problems were handled on the way out just as quickly as I'd had them whilst I was there.

Hope it wasn't too boring, just a real life situation.