Richard's and Laura's Blog

RE: Oh, Dear Diary

info@netpromoter.com — Fri, 16 Nov 2012 17:08:30 GMT

Love the cheeky style and common sense reminders here! Well done!

RE: Oh, Dear Diary

info@netpromoter.com — Fri, 02 Nov 2012 03:16:55 GMT

Click "Add Comment" to see the attachement.

RE: It’s not only the athletes that are stretching

info@netpromoter.com — Fri, 17 Aug 2012 22:57:42 GMT

Thanks Rod. Absolutely agree.

RE: It’s not only the athletes that are stretching

info@netpromoter.com — Fri, 17 Aug 2012 17:53:52 GMT

YEs, good stuff. Couldn't resist adding a comment, as whenever I talk about the importance of relative performance as opposed to absolute, the parallel I draw is with usain bolt from 2008, who wasnt all that bothered about speed in the last dash to the line, just being faster than the others. What is interesting with some of the 100 and 200 m races is that even if you run a personal best, or, as did happen I think in london, everyone runs what would have been a gold medal winning performance if they had been in the PREVIOUS Olympics, the fact is, none of this counts - what you need to do is simply (forgive me, none of this is simple!) be faster than the others. Put another way, be better than the rest, so that when customers make choices they choose you.

RE: Do NPS leaders dream of electric sheep?

info@netpromoter.com — Thu, 02 Aug 2012 06:53:42 GMT

That’s the problem you see, measurement without context is not very useful.

I agree. I just heard this kind of device here and was amazed by how it tracks your everyday steps, stairs climbed, calories burned, and more. I don't think it's reliable cause the things that you see in that device are just numbers. Still proper work out, diet, sleep etc works best.

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

info@netpromoter.com — 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

info@netpromoter.com — 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

info@netpromoter.com — 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

info@netpromoter.com — Sun, 27 Mar 2011 19:43:23 GMT

Thanks for the laugh! Fun post.

RE: Your Quick Translation Guide to Net Promoter Conference Communication

info@netpromoter.com — Thu, 24 Mar 2011 17:18:17 GMT

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