Customer Feedback: The Right Response
Let me contrast two approaches to responding
to customer feedback. The first comes from my
recent experience with a hotel chain that
engages in predatory pricing for
long-distance calls made from its in-room
phones. The second from a transplanted
manager who had recently been disappointed by
a chain
restaurant near his new home.
Keep reading
Fred Reichheld's latest blog
Recent Articles
Newsletter Managed by
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Greetings,
Read on for the latest updates in the Net
Promoter world, including a newly launched
loyalty job board,
the European Net Promoter Conference agenda,
two new blogs from Fred Reichheld and Scott
Smith, what Forrester Research's CEO is
telling other CEOs, and the most recent
articles and discussion forum posts.
Sincerely,
The Net Promoter Team
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Conference Agenda: Blending B2B, B2C and Best Practices
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The upcoming European Net Promoter
Conference, taking place in London, June
27-28, 2007, features
the best elements of the New York Conference
including industry case studies, perspectives
from leading loyalty experts including Fred
Reichheld, and peer-to-peer networking
opportunities.
The complete conference
programme is now
available! B2B track and general session speakers
include executives from IBM Enterprise
Content Management, GE
Real Estate,
Philips, Swiss Reinsurance, and
Aggreko. B2C sessions include speakers
from LEGO Company and
T-Mobile.
Plus, the entire second day
is devoted to "how to" sessions on program
design and process excellence with speakers
from HSBC,
Groupe Neuf Cegetel, and
De La Rue, and
methodologists and consultants from Net Promoter
co-developer and conference sponsor,
Satmetrix.
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Help Wanted: Superhero
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Net Promoter Managers Reveal Their True
Identity
Requirements: Experience driving
cross-company, customer-centric culture
change with limited resources and no budget.
Must be comfortable managing executives
(previous experience herding cats a plus.)
Must have in-depth experience with sales
processes, service processes, product
delivery, marketing, and every other role in
the company that is the least bit
customer-facing. The ideal candidate...
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Customer Loyalty Job Board - Launched!
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If you're looking to hire a customer loyalty
expert at your organization, take advantage
of the new loyalty job board on
Netpromoter.com. And for the next 90 days,
you can enjoy free, unlimited job
posts. Thousands of
newsletter subscribers will see
your positions, along with many of the
hundreds who visit Netpromoter.com daily.
Here are some of the current listings:
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Six Things Forrester's CEO Tells Other CEOs
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"The net-promoter is becoming a driving force
within organizations," according to George F.
Colony, Forrester Research Chairman and CEO.
Colony tells CEOs he speaks with six things,
including "You should be asking one
question." For the five other things he tells
CEOs...
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Discussion Forum
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Join the "Who Is Using Net Promoter?"
discussion forum: answer a question or ask
one. (Note: viewing posts requires brief
registration.)
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