Building Value One Customer at a Time
Dr. Laura Brooks of Satmetrix is co-creator
of the Net Promoter metric.
I would like to take a moment to discuss
where we've
been with the Net Promoter research, and how
it fits
with the way companies are using and
validating Net
Promoter Score (NPS) in their businesses. There
have been some critics from various corners
of the
market research world who are doing a poor job
explaining what Net Promoter is about, and we
recently received a request in the discussion
forum to
clarify our position -- especially for many
of our
community members who have not reviewed the
original research.
Read on for Dr. Brooks' key components of NPS
Recent Articles
Newsletter Managed by
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Greetings,
Find the latest Net Promoter resources. In
addition,
contact us if there's something you'd
like to see in
this newsletter.
Sincerely,
The Net Promoter Team
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CRM Grows Up
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(With a Little Help from Its
Friends)
In previous posts, I discussed Net Promoter's
relevance to the CFO and the CEO -- the
butcher and
the baker, if you will. Next up is the
candlestick maker.
He's the guy who's busy shedding light on
complex
software packages like CRM. Yes, he too is
about to
become a Net Promoter advocate. As we'll see,
not
only is Net Promoter a complementary approach to
CRM, it could also be its savior.
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Call for Speakers for Miami Conference
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If your company has implemented Net Promoter and
you're interested in speaking at the next Net Promoter
Conference (Miami, January 2008),
we want to hear from you. Submissions will be
reviewed and selected on a rolling basis, so
submit your abstract as soon as possible.
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Ask Fred Reichheld a Question
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As part of a new series with industry experts, 1to1
Magazine will be publishing a Q&A with Net
Promoter creators Fred Reichheld and Satmetrix's Dr.
Laura Brooks. To submit a question, email
Liz Glagowski at
eglagowski@1to1.com. (Not all
questions will be answered, depending on volume
and space constraints.)
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New Net Promoter Business Unit Forms
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Satmetrix announced the creation of a new line of
business responsible for continued development of
the Net Promoter market. Led by former CMO John
Abraham, the business unit will continue to
manage the netpromoter.com online community,
and will expand the breadth of information, product,
and service offerings, including training & certification
programs.
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Employee Experience Management
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This is my last post to the Net Promoter Blog. I write
this, having moved on from Satmetrix to pursue other
opportunities. But I sit here thinking about what I
would write and I can't escape the learnings from my
career at Satmetrix. I learned more about Customer
Experience then I ever thought possible. My only regret
is...
We graciously thank Scott for his contributions to
Netpromoter.com and wish him well in his future
endeavors.
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Discussion Forum
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Ask questions, provide responses, get answers at
the "Who Is Using Net Promoter?" discussion forum.
(Note: viewing posts requires brief registration.)
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Post a Job or Resume to Loyalty Job Board
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Take advantage of the new Customer Loyalty Job
Board. We are seeking additional job listings from
employers as well as anonymous resume posts
from job seekers. Check out the latest:
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