Skip to main content

AudioCast: Why Net Promoter Score is still valuable

In the upcoming IQPC Customer Insight Week on Sept 28, I join a panel discussion on Net Promoter Score with Dann Allan, Head of Experience Design & Improvement at Automobile Association of America.

In preparation for this Panel I am interviewed by Brian Cantor from CMIQ on Net Promoter Score (NPS) to answer the following questions:
1. Why does American Express use NPS?
2. What are the limits of NPS?
3. Will Committment to NPS yield desired results?
4. How has peer to peer impacted NPS
5. What are your recommendations to convince stakeholders on NPS?

Click here to follow the link to the audio podcast
Click here to follow a link to IQPC Customer Week Conference website

Comments

  1. PeterOctober 20, 2011 at 6:17 AM

    Regarding Net Promoter Score, I would would like you to point you to: http://www.wouldrecommend.com

    It is a web application that allows you to easily create and run web-based net promoter surveys, it calculates the NPS for you and you can export the results in various formats.

    I would be very happy if you or the readers of this blog would like to give it a try and share some feedback based on your experience with Net Promoter Score surveys and wouldrecommend.com

    Kind regards,
    Peter Kröpfl

    ReplyDelete

Post a Comment

Popular posts from this blog

4 Questions to Craft a Contact Management Strategy

Communication used to be limited by the challenges of the message transfer mechanism and cost.  Print, telegraph, telephone, all have limitations in terms of delivery regardless of the demand.  Today’s Marketing challenge is the reverse; unfettered and almost free delivery of communications to an audience with limited attention.  In this supersaturated environment, contact management is key to cutting through the noise to maximize the reach, impact, and cost of your communications .  When you finish this blog, you will have a 4 step formula to create a successful contact management strategy for your business.   Often coupled with a Customer Relationship Management ( CRM ) system, contact management focuses on the capture, storage and retrieval of customer contact details.  A more advanced interpretation supported by sophisticated CRM and marketing automation tools like Marketo or Eloqua , contact management is the systematic management of customer co...
46 comments
Read more

Creating a Customer Experience Command Center

The concept of a using a dashboard of key performance indicators ( KPI’s ) to measure and manage a business is commonplace.  In boardrooms across the world executives are busy looking at detailed charts and graphs that outline their latest sales and operational metrics.  But in almost every case, those dashboards focus on business outcomes rather than the customer journey.  As business evolve to more customer-centric models, so too should their dashboards.  As obvious as this may sound, I hadn’t put the 2 together in quite as powerful way until I had the great fortune to see Jeanne Bliss present at a recent company event.  Author and Customer officer for 5 major US corporations, Jean is an amazingly energetic and straightforward leader who has a long track record of blazing the customer trail and making change happen.  Out of the many riveting topics Jean shared, I was most inspired by the concept of a Customer Command Center .  Here’s 5 poin...
37 comments
Read more

So you need to integrate customer data

Got data? Of course you do. In today’s digital platform enabled world of marketing the challenge is often not what data you have but can and how you use it. With each new tool, custom field, and data warehouse, companies expand functionality but can also reduce their ability to deliver personalized engagement from a single view of the customer.  Why is this important?  According to Gartner, companies spend close to 30% of their total marketing budget on digital tools meant to deliver personalized communication at scale. While these tools generate, analyze and store rich data elements, the task of integrating the data to be stored and retrieved becomes increasingly complex. This creates several challenges including siloes, conflicts, costs, and compliance.  Why is this so hard? Escalating needs : As companies grow and elevate their  level of maturity , they often find the need to centralize data from diverse platforms to re...
26 comments
Read more