Don’t Forget Promoters
Net Promoter Score (NPS) fits hand in glove
with most firms’
Six-Sigma process-improvement efforts, so
many organizations have appointed their
process-excellence staffs to lead NPS
implementation. This makes sense in many
ways, especially in the early rounds of NPS
program development and rollout. The
process-excellence folks know how to measure,
and they know how to analyze the root causes
of what they’re measuring.
Continue reading
Fred Reichheld's latest blog
Good Profit Stories
Newsletter Managed by
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Greetings,
Is a Six-Sigma emphasis on detractors right
or wrong? Is a bottoms-up approach to NPS
better than top-down? What's the
relevance of NPS to advertising?
Keep scrolling to learn the answers and to
get updates on the European Net
Promoter Conference, the new Net
Promoter Job Board, and credit unions and
NPS.
As usual, scan the latest discussion forum
posts and
contact
us with any questions or comments.
Sincerely,
The Net Promoter Team
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Request an Invite to the European Conference
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Planning is underway for the European Net
Promoter
Conference, taking place in London
on 27 & 28, June 2007.
What can you expect?
The best elements of the New
York conference including industry case
studies,
perspectives from leading loyalty experts,
and peer-to-peer networking opportunities.
Plus, more “how to” sessions on
implementation best
practices.
Confirmed
speakers: Our slate of speakers is
filling fast and currently includes Fred
Reichheld
plus speakers from GE Real Estate, T-Mobile
International, FileNet, an IBM Company,
Aggreko Plc, Satmetrix, and Dr. Paul Marsden
(see his
blog below).
Call for papers: Interested in telling
your story? If your company has already used
Net Promoter to drive improvements, we invite
you to submit
an abstract. Submissions will be
reviewed and accepted on a rolling basis
(submit no later than than 13 April).
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NPS and Advertising
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A frequently asked question I get
about the NPS is about the
relevance of NPS to marketing, particularly
advertising. And the answer lies in the
findings of one
of
the most influential
studies on advertising ever conducted - a
study on the impact of
advertising on Presidential Election
campaigns by Columbia University. To cut to the
chase, the implication of the research for
NPS is that successful
advertising is...
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Job Board Coming Soon
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We're planning on launching a Net Promoter
Customer Loyalty Job Board. Positions will be
highlighted in the monthly newsletter and on
Netpromoter.com to the thousands of people
who are already part of this community. If
you (or your HR recruiter) are interested in
posting any customer loyalty-related
positions, please contact us.
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Bottoms-Up or Top-Down?
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Are you top-down or bottoms-up? No I am not
talking
about convertibles or drinking games, I am
talking
about Net Promoter surveys. There are two basic
approaches to collecting the Net Promoter Score
(NPS)... To help answer this question, I would...
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Measuring Member Loyalty
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In a new report, A Fresh Approach to
Measuring Member Loyalty, Dr.
Laura Brooks of Satmetrix provides credit
unions with a primer on NPS and catalogs the
preliminary statistics the Filene Research
Institute found while measuring the NPS of
seventeen credit unions and nearly 40,000
members.
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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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