What They're Saying

Articles & Presentations

January 29, 2008
Behind the Scenes at Net Promoter Miami, InfoWorld

September 18, 2007
The New Growth Challenge for Thailand's Bank, TMCnet.com

September 2007
UK Travel NPS Survey: Summary of Findings, The London School of Economics and Political Science and The Listening Company

September 17, 2007
The Ultimate Debate on Customer Loyalty, MyCustomer.com

September 07, 2007
NPS and Engaging Customers , The Podcaster

September 01, 2007
The Pulse of the Customer , Inc.com

August 21, 2007
The Land of Greedy Fees , The Age.com.au

August 7, 2007
Web 2.0 and the CEO , CNet News.com

August 04, 2007
NPS: To Be Or Not to Be? , The Perfect Customer Experience Blog

August 4, 2007
Satisfied Customers Part of Process , The Age.com.au

July 12, 2007
Company Profile: GE Healthcare Life Sciences , BioPharma Reporter.com

July 11, 2007
In Search Of Smarter Capital, Industry Week

July, 2007
The Alignment, CRM Magazine

May 24, 2007
Asking the Right Question, Insurance Networking News

April 24, 2007
Want to Build a Powerful Brand? Don't Forget Core Values, Advertising Age

April 19, 2007
ANA Study Ranks Brand Equity As Important, BtoB Magazine

April 11, 2007
Six Things Forrester CEO Tells Other CEOs, Forrester

April 9, 2007
Winning Over a Customer Shown to Yield Referral Business, Postcrescent.com

April, 2007
Not by Customers Alone, Ceoforum Group

March 29, 2007
Fresh Approach to Measuring Member Loyalty, Filene

March 2, 2007
Turning Loyal Customers into Promoters, STLtoday

March 1, 2007
Vocal Ease, DestinationCRM.com

February 23, 2007
Will Someone Please Recommend Our Service?, The Economic Times

February 19, 2007
T-Mobile, Experian Share NP Experiences, 1to1 Weekly

February 8, 2007
Is your Market-Research Survey really a negative Ad Campaign?, HispanicAd

December 2006
Librarians: Are You Asking the Ultimate Question?, The OCLC Newsletter

December 28, 2006
Time's Man of the Year, 1to1 Media

December 18, 2006
Advice & Opinions by & for Marketers, ClickZ

December 1, 2006
Forward March: Where We're Headed in 2007 and Beyond, Multichannel Merchant

November 28, 2006
Net Promoter Scores Australia, Melbourne Business School

November 27, 2006
Reichheld's New Metric: The Net Promoter Score, Chief Marketer

October 30, 2006
How Likely Are You to Recommend Us?, Canadian Entrepreneur

October 10, 2006
Smart Money's "Power 30" - Fred Reichheld, Smart Money

October 4, 2006
Are You Addicted to Bad Profits?, SellingPower.com

September 29, 2006
Loyalty: Not Just For the Dogs, VARBusiness

September 26, 2006
Marketing ROI – What goes around comes around, eyeforpharma

September 25, 2006
Would You Recommend Us?, Inc.com

September 25, 2006
An Innovative Approach to Measuring Customer Satisfaction, Credit Unions.com

September 22, 2006
NPS: The Next Six Sigma?, Business Week

September 18, 2006
Managers closely study the Ultimate Question, Daily Herald

September 7, 2006
Superior Companies Turn Customers into Promoters, Sun-Sentinel.com

August 22, 2006
Filenet Asks the Ultimate Question, 1 to 1 Media

August 21, 2006
Why Do Google, Apple, and Symantec Have so Many Net Promoters?, 1 to 1 Media

August 21, 2006
Why customer satisfaction makes all the difference, Telegraph

August 4, 2006
Profiting from Bad Customer Service, The Washington Post

August 1, 2006
What Not to Do with Net Promoter, Business Week

July 27, 2006
When the Chinese say 'at your service,' they really mean it, The Wellesley Townsman

July 27, 2006
Customer Service 101 for Utilities, Business Week

July 24, 2006
Winning companies know what it is and how IT can lead you to the right answer, Computerworld

July 23, 2006
Keep your enemies close, but customers even closer, The Observer

July 15, 2006
Reichheld's NPS Deserves B-to-Bers' Attention, Marketing News

July 13, 2006
Symantec Earns Top Spot in Esteemed Customer Loyalty Report, CRM Today

July 13, 2006
Customer Recommendations Drive Business Success, destinationCRM.com

July 11, 2006
New Rule: The Customer Is King, Fortune

July 3, 2006
Do You Know Your NPS?, Advertising Age

July 1, 2006
Q&A: Profit From the Golden Rule, Intelligent Enterprise

July 1, 2006
Angry and Bored? You Must Be a Customer, CFO Magazine

June 28, 2006
Answering the Ultimate Question, Colloqy

June 14, 2006
Tom Peters Q&A with Fred Reichheld, Tom Peters Company

June 12, 2006
Time Warner Cable's Road Runner Tops First Net Promoter..., CRMToday

May 16, 2006
Performance Measurement: GE Asks The Ultimate Question, IndustryWeek

April 17, 2006
Minding Your Business, Times-Dispatch

April 1, 2006
Create Customer Promoters, Avoid Detractors, Marketing News

March 28, 2006
Companies I Am Looking to Dump, RightReality

March 22, 2006
How companies can end the cycle of customer abuse, Financial Times

March 21, 2006
Turning Customers Into Your Sales and Marketing Department, MarketingProfs.com

March 20, 2006
Reichheld's New Metric: The Net Promoter Score, Chief Marketer

March 15, 2006
Managing Books: Customer Relationships, globeandmail.com

March 10, 2006
Memo Outlines Microsoft's Plans, BusinessWeek

March 6, 2006
A Satisfied Customer Isn't Enough, Harvard Business Review

March 5, 2006
Readings, The Washington Post

March 2006
The Myth of Customer Loyalty, 1to1 Magazine

February 22, 2006
Dealing with Bad Customers, Forbes

February 13, 2006
Current Methods Just Aren't Working, B2B Magazine

February 9, 2006
How Can You Measure Customer Loyalty?, MarketingNPV Journal

January 30, 2006
Would You Recommend Us?, BusinessWeek

January 25, 2006
Research: Words' Worth, Market Research Bulletin

January 24, 2006
Are You Asking the Ultimate Marketing Question?, ClickZ

January 23, 2006
Turning Customer Research Into Results, Area Developer

January 6, 2006
TLS Investment Paying Off, TNN

Winter 2006
The Microeconomics of Customer Relationships, MIT Sloan Management Review

December 15, 2005
Podcast: Fred Reichheld on Good Profits and True Growth, Word of Mouth Marketing Association

December 11, 2005
Customers Are Not Just for Christmas, The Observer

December 8, 2005
How-To: Applying the Golden Rule for Good Profits, Word of Mouth Marketing Association

December 2, 2005
Just One Question, Tom Peters' Blog

November 17, 2005
Until Death Do Us Part?, Business Computing Magazine

November 4, 2005
The Three "D's" of Customer Experience, Harvard Business School

September 13, 2005
Advocacy Drives Growth (pdf), London School of Economics

August 25, 2005
The One Question That Matters, Business 2.0

July 24, 2005
The Gartner Fellows: Fred Reichheld's Interview, Gartner

February 24, 2004
Net Promoters, Fred Reichheld, Bain & Company

December 1, 2003
The One Number You Need to Grow, Harvard Business Review