Welcome to the 25th edition of my customer strategy newsletter. The five topics this week are: Reactions to last week’s Net Promoter System podcast – Q&A with Rob Markey Summer fun (or winter fun for the southern hemisphere): 404 pages Latest blog posts Notable items from other sites – Reichheld on Episodes, Bliss on Silos Looking […]
Now that you have seen another kitten, it is time for the third in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next five weeks. A link to the answers follows below the questions. The questions are all […]
Welcome to the 24th edition of my customer strategy newsletter. The five topics this week are: New Net Promoter System podcast now live – Q&A with Rob Markey Net Promoter System Quiz – Part 2 Latest blog posts Notable items from other sites – Text analytics demo, Customer Advisory Boards Looking forward New Net Promoter System […]
Now that you have seen another kitten, it is time for the second in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next six weeks. A link to the answers follows below the questions. Questions about NPS as […]
Welcome to the 23rd edition of my customer strategy newsletter. The five topics this week are: Customer Journey Mapping blog post Temkin Experience Ratings and Employee Satisfaction Latest blog posts Notable items from other sites Looking forward Some additional thoughts about Customer Journey Mapping I sent you all a blog post on customer journey mapping last […]
Now that you have seen some kittens, it is time for the first in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next seven weeks. The first set is below. A link to the answers follows. Introductory questions […]
Here are the answers to the Net Promoter System quiz questions that you can find on our blog pages. Some of the answers may not be exactly what you expected. Each quiz follows a chapter in our book Net Promoter – Implement the System. Feel free to disagree and debate answers in the comments section […]
Journey Mapping is probably the most sophisticated and complete form of customer experience measurement and improvement. Perhaps too sophisticated. Read what follows and see what you think. Most companies and teams start off thinking they have relatively few customer contact points. They tend to think in terms of sales cycles. Typical terminology identifies the following […]
Welcome to the 22nd edition of my customer strategy newsletter. The five topics this week are: Comparing your company to others: benchmarking Questions for the Bain Net Promoter System podcast Latest blog posts Notable items from other sites Looking forward Comparing your company to others using public ‘benchmarks’ One of the more common questions I am […]
This is the third and final article in my series on deep relationship research, particularly for B2B. You can find the first article here, and last week’s article here. The main topic this time is how to overcome objections to the process from within your own company. I conclude with some advice about relationship research […]
