Project names matter quite a lot. Does your clock show the same time as your customer’s clock? The five topics this week are: Pick powerful names for your improvement projects Turnaround time disconnects – When does the clock start to tick? Latest blog posts – New series on NPS continues Notable items from other sites – […]
A good relationship feedback process could be described as a non-anonymous mono-vendor benchmark survey. You usually only get detailed information about your own company. If you just have a small number of customers, say less than a hundred, you should simply interview them all face-to-face. If you have a large number of customers, you should […]
Quite a few companies sell NPS benchmark data. Some will do custom surveys to your design. Done properly, benchmark survey trends are the best predictor of revenue and market share trends for your company. Since benchmark surveys provide comparative data, they are actually the only credible predictors. All other survey types cover only your company. […]
Bain Net Promoter System podcast with… me. Two good CX books I have just read. company sometimes goes rotten, and Fred Reichheld reflects on the WSJ article on NPS. The five topics this week are: My 10th Bain Net Promoter System podcast ‘The Human Brand’ and ‘Yellow Goldfish’ – Two CX books I enjoyed Latest blog […]
José Luis Martínez* started work at as usual at Tesla’s Fremont plant on a January morning earlier this year. He was in his third year as a ‘maintenance technician’, ensuring that production equipment worked as expected at the advanced electric car factory. A new model was hitting the market and sales forecasts were optimistic. Good […]
The NPS metric is just one part of a much larger system. The Bain & Company Net Promoter System Framework has five elements, as shown in the diagram at the top of this article. It comes from the Bain www.netpromotersystem.com website. The website describes the elements in some detail. This series of articles discusses how […]
The Wall Street Journal writes about NPS. Free Temkin Group research. Welcome to the 96th edition of my customer strategy newsletter. The five topics this week are: WSJ article about NPS Almost all Temkin Group research is now free of charge! Latest blog posts – New series on NPS Notable items from other sites – Journey […]
This series supposes the reader is already familiar with the basics of the Net Promoter System, and ideally has read The Ultimate Question 2.0 by Fred Reichheld and Rob Markey. There is quite a lot of mis-information about what they wrote. Some comes from people who have not read the book. Some comes from people […]
This is the first in a series of blog posts about implementing the Net Promoter System. The Net Promoter System®[1] is the most widely adopted system for managing customer feedback and improvement. It is used around the world and works well in all cultures and languages. Like most management systems, it has advantages and disadvantages. […]
The Change Equation. Is your CX metric useful? A great new NPS podcast. A source for free-to-use images. Welcome to the 95th edition of my customer strategy newsletter. The five topics this week are: Change equation update How to understand whether your main customer satisfaction metric has any value Latest blog posts Notable items from other […]
