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 […]
