Welcome to the 23rd article in my series on the Net Promoter Score and System. This post is the shortest of all. I decided to separate it from the text I have written about the Inner Loop (which will now be the next article) for the sake of clarity. Over the last few years I […]
Welcome to the 22nd post in my extensive series on NPS and the Net Promoter System. In the last two articles I discussed the major mistakes made by British Airways, Audi and others. This time I cover a company that almost gets it right. Unfortunately their results seem to be a sort of ‘vanity metric’ […]
Welcome to the 21st post in my extensive series on NPS and the Net Promoter System. Following the numerous reactions to what I posted about the British Airways research process last week, here are my views on the way car dealers survey customers in general and about Audi’s process in particular. I also cover a […]
While I am sure it is not their intent, the way British Airways surveys both its general and special customers is the worst I have ever seen from any company, from a customer perspective. Perhaps paradoxically, it is one of the richest possible from an internal British Airways perspective. It provides them with a rich […]
While you can find many methods of doing the calculation on the web, there is only one correct answer. The value of a customer to your company is the total cash flow they generate for you over their entire lifetime. The single calculation method for this is Discounted Cash Flow; the Net Present Value of […]
This is the 18th article in a series on the Net Promoter Score and Net Promoter System. The subject this time is a critical one: the relationship between NPS trends and revenue. The topic has been somewhat controversial over the years, though I am not entirely sure why. If you work for a for-profit organization, […]
Welcome to the 101st Customer Strategy newsletter! The five topics this week are: Unusual tips on prioritizing / choosing improvement initiatives Why not share your benchmark NPS data with customers? Latest blog posts – Deep series on NPS continues Notable items from other sites – Tech support cartoons – Vertica NPS benchmarks Looking forward Unusual tips […]
This is the 17th article in a series on the Net Promoter Score and Net Promoter System. This time I cover cultural differences in the way people respond to surveys. As a person who has lived and worked in seven countries, I believe cultural differences exist and matter. My career has taken me regularly to […]
This is the 16th article in a series on the Net Promoter Score and Net Promoter System. In addition to the direct marketing techniques mentioned in my last article, here are some additional ways of improving response rates to email-based surveys, in priority sequence: By far the most important thing you can do is allow […]
