Richard's and Laura's Blog

RE: Setting NPS Targets – How Far and How Fast?

anaspecher — Wed, 14 Sep 2011 16:11:53 GMT

Since NPS measures loyalty, how can we measure internal processes.

I need to understand 1) how can we measure NPS inside the company, not just to our customers, I mean the employees are the internal clients and they get served by the process or not.

The issue is that NPS does not meassures individual people (measures service in this case), and sometimes it is not easy to connect NPS to compensation because most of the time, people evaluate other people.

My question is, is it correct to measure internal NPS to have an internal feedback to set specific targets and tie them to compensation.

RE: The Third Law: Benchmark Against the Competition

Frankxr — Mon, 29 Aug 2011 19:50:59 GMT

I am looking for prescriptive tactical advice on getting NPS scores for CE retail competition. Apples2apples comparison is goal. Same industry, same business, same geography, same time frame... you get idea

If you have any constructive recommendations please email me framirez@revelconsulting.comI

RE: Great Expectations

China_Sky — Fri, 22 Jul 2011 11:05:48 GMT

I think that what further exacerbates the situation around customer expectations, is that many companies do not clearly communicate what customers can expect. Companies like Amazon do this very well, but in the B2B space I see a lot of customer frustration driven by a lack of communication where expectations are set incorrectly or not defined at all.

RE: Your Quick Translation Guide to Net Promoter Conference Communication

Andrac — Sun, 27 Mar 2011 19:43:23 GMT

Thanks for the laugh! Fun post.

RE: Your Quick Translation Guide to Net Promoter Conference Communication

Ann@rhi — Thu, 24 Mar 2011 17:18:17 GMT

I love it Richard and Laura!! Thank you for sharing, this is great!

RE: There’s no second chance at first impressions!

baars — Wed, 09 Mar 2011 18:18:07 GMT

Hi Richard,

so true... it's all about the total customer experience, which includes EVERY touch point there is. If you get closer to the topic of experience, you start to discover all kind of touch points, which seem to live a live on their own - as if they're not part of the 'core product'. The bus you took is one of them...

Unfortunately customers and consumers are not trained to spot the difference here, they just 'experience' - and in the end will make up their mind considering a promotion score!

If brands want to improve customer loyalty, it starts with addressing ALL touch points!

Nice job at hand for a service designer ;-)

Jan-Erik.

RE: Word of mouth is the same, or better, in China. Except it's in Chinese

wincustomer — Thu, 17 Feb 2011 02:20:18 GMT

I agree that word of mouth is very important among Chinese consumers. Not sure if this is common in Western consumer behavior but for many Chinese, it's quite common for them to call and talk to their friends or family to ask if a product is good before buying something.

RE: Setting NPS Targets – How Far and How Fast?

elizmwilliams — Mon, 12 Jul 2010 20:11:22 GMT

If using this as part of a larger exit interview tool, what score would you use to calculate if an employee "skips" this question? Perhaps a 7 or 8 because it has zero impact or a 0? Thank you for your feedback!

RE: The New Normal: Another reason to be at the top of the NPS curve

elizmwilliams — Mon, 12 Jul 2010 20:10:33 GMT

RE: If Word Of Mouth Is Great, How Come Nobody Invests?

Paul_Sherland — Thu, 27 May 2010 21:24:10 GMT

Richard’s observations are right on target. In my experience, it’s very difficult for companies with a marketing/advertising tradition to invest in word of mouth because there’s no organizational home for it. The marketers are not comfortable with being held accountable for something as difficult to control as a customer experience. As Richard points out, it’s much easier to plan and execute ad campaigns. Other traditional company departments don’t have the media expertise to promote word of mouth beyond the neighbors-talking-over-the-back-fence level.

When marketing-focused companies do try to launch word of mouth campaigns, they frame them as traditional advertising using social media channels. They don’t try to engage with their customers through social media. The companies say that they don’t want to provide a forum for customers talking about their brands because they don’t want to lose control of their brand message. It hasn’t dawned on them that they’ve already lost complete control of the brand message.

Dell was shocked into refocusing on its customer experience when Jeff Jarvis touched off the “Dell Sucks” storm. Today, Dell is a leader in engaging with customers through IdeaStorm.com and a team of bloggers. Other traditional marketing-focused companies may adopt word of mouth only if forced to do so by a similar social media kick in the pants.

A comment to Paul -- word of mouth can’t be bought but it can be promoted. If companies ignore social media or if they use it only as a channel for traditional intrusive advertising messages, they will remain ineffective at promoting word of mouth. However, companies like Zappos, Intuit, Dell, and Amazon that embrace online engagement and social media can and do promote word of mouth.

I work with small businesses and it’s sad, but most of them try to emulate the larger marketing-based companies and ignore the value of spending on word of mouth. The companies that promote word of mouth through online customer engagement and social media are almost as rare in the small business sector as they are in the Fortune 1000.

Thanks Richard for launching this very interesting discussion!