Creating Promoters at American Express
Not long ago I gave a speech about how much
companies can afford to invest in creating
customer promoters. I ended the talk by
stressing how important it is to understand
who the target customers are and what their
loyalty is worth. Afterwards, an industrial
sales manager came up to the stage and
described his recent experience with American
Express, a company I often cite in my talks as
a loyalty leader, since its NPS is the
highest in the credit-card industry.
Keep reading Fred Reichheld's latest blog
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Greetings,
Read on for the latest Net Promoter white
paper, thought leadership, blogs,
discussions, job posts, articles, and
events.
Contact
us with your ideas, comments, and
questions.
Sincerely,
The Net Promoter Team
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Customer Loyalty Makes the Balance Sheet
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Why Your CFO Should Care About Net
Promoter
Some of you may have heard Fred Reichheld
discuss his aspirations for Net Promoter.
He'd like to see it become a standard
financial measure that is regarded as highly
as revenue on the income statement or cash on
the balance sheet. In this post, I argue for
the proper accounting of customer loyalty and
explain why, in its absence, managers make
sub-optimal decisions. Yes, this is that
dreaded moment they told you about in high
school, where algebra could save your life.
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White Paper: Assessing the Progress of Loyalty Programs
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In the spring of 2007, Satmetrix,
the co-developer of Net Promoter, conducted a
poll of the Net Promoter community to assess
the challenges and opportunities that
companies face when deploying customer
loyalty and customer-centricity strategies.
More than 100 organizations responded,
assessing their own customer initiatives in
terms of specific behaviors and attitudes
within their company. Download your
complimentary copy to find out how companies
are performing against a range of best practices.
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Job Board: Recent Customer Loyalty Posts
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Take advantage of the new Customer Loyalty
Job Board. Job seekers: scan recent posts
(below) and post
anonymous resumes. Registered employers: view
resumes and
post
jobs free of charge for a limited
time.
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2007 Retailer Customer Satisfaction Survey
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QualityDigest has published its "2007
Retailer
Customer Satisfaction Survey," which includes
the Net Promoter Score and American Customer
Satisfaction Index (ACSI) score of nearly 40
retailers. The survey also includes key
factors in
choosing a retailer
such as cost, employee helpfulness, quality
of the merchandise sold, return policies,
cleanliness and ease of finding merchandise.
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Discussion Forum
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Join the "Who Is Using Net Promoter?"
discussion forum: ask questions, provide
responses, get answers. (Note: viewing
posts requires brief
registration.)
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Vancouver Discussion Group Meets August 22
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The first regional discussion group has
formed in Vancouver and is meeting on August
22, 2007 at 6:30 pm. Presentations and
discussions are focused on Net Promoter
tracking and improvements, case study
presentations, reviews on interesting and
applicable readings, and any other applicable
information participants would like to bring
to the table.
Please contact the group organizer, Margaret
Dron, Senior Manager of Customer Loyalty for
Sage Software, at margaret@clegroup.org
with any questions.
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