Net Promoter - CrispinM's Profile

Member Since: Jan 25, 2009
Last Logged In: Jun 24, 2009 10:54 AM
Location: London Uk
Areas of interest: I am passionately interested in the drivers behind loyalty and what it really takes to exceed expectations. With over 30 years in the communications industry I inevitably am interested in how you set expectations correctly and, most especially the power of word of mouth. Further, I like the way Net Promoter helps to quantify the commercial impact of word of mouth and believe NPS could be the change agent that encourages organisations to end their dependency on 'tell' marketing and switch to converstaional marketing through closed loop feedback with customers. Finally, as someone who has built a business, I am interested in the financial difference between a detractor and a promoter and how the Discipline of Net Promoter can be the enabling technology for building a thriving business - even in a recession.

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CrispinM