The Latest Blogs
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Greetings,
Net Promoter momentum is gaining. Read about it in
BusinessWeek's "Would You
Recommend Us?," B2B Magazine's "Current Methods Just Aren't
Working," Marketing NPV Journal's "How Can You Measure Customer
Loyalty?," and Forbes' "Dealing with Bad
Customers."
Join the momentum at upcoming events including
ISBM's encore webcasts on customer needs and
managing the customer experience (see below) and
Fred Reichheld's keynote at the Customer Reference Forum. And
participate in the momentum at
Netpromoter.com (see
left).
Finally, share your thoughts with us. What else you
would like to see in this newsletter and at
Netpromoter.com? Let us know.
Sincerely,
The Net Promoter Team
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ISBM Annual Event Focuses on Customer Needs and Experience
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The Institute for the Study of Business
Markets' annual B2B event focused on understanding
customer needs and managing the customer
experience - Net Promoter sweet spots! "Building,
Measuring and Profiting from Your 'Net
Promoters,'" "Achieving Is Always Better than
Believing: How Customer Experience Management
Makes the Difference," and "If You Love Your
Customer...Then Get Engaged: Ask the Question!"
were covered by Fred Reichheld, Richard Owen of
Satmetrix, and Simon Lyons of Aggreko. ISBM will
host 2 encore webcasts on April 5th at 10:00 AM and
1:00 PM Eastern Time.
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Advocacy Drives Growth According to LSE
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According to Dr. Paul Marsden and Alain Samson of
The London School of Economics and Political
Science and Neville Upton of The
Listening Company, word of mouth is found to
predict sales growth for retail banks, car
manufacturers, mobile phone networks, and
supermarkets in the UK. Their survey found
that both word of mouth advocacy rates (as
measured by the Net Promoter® score) and
negative word of mouth were statistically significant
predictors of annual 2003-2004 sales growth.
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New Forum Added: How to Increase Promoters and Decrease Detractors
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You asked for it, and we added it. Participate in the
newest Net Promoter forum - "How to
Increase Promoters and Decrease Detractors." With
numerous posts in the existing forums - "Who Is
Using Net Promoter" and "Customer
References" (moderator Bill Lee of the Customer
Reference Forum pictured left) - we invite
you to share your insights and questions.
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