The Perfect Customer Experience

Turning Satisfied Customers into Customer Advocates – Dale Wolf, Editor

The Perfect Customer Experience - Turning Satisfied Customers into Customer Advocates – Dale Wolf, Editor

The Net Promoter Development Insight

By Dale Wolf

The Net Promoter Score, of course, is based on a single question: "would you recommend us to your friends and colleagues?"

I love the simplicity of this Net Promoter Score method. In the end, of course, it is only one of many questions we need to ask to understand our customers … but it is at least one question that should always be asked. And the answer to this question is a tell-tale sign as to whether or not we are creating customer advocates.

Buzz Canuck has ... Read More

The Richter Scale Debate on Net Promoter Scoring Rages On

My posting earlier this week regarding Net Promoter Scoring is not going down without challenge!

I cited a comment by Timothy Keiningham, senior vice president and head of consulting at IPSOS Loyalty, that has provided contradictory findings. Tim wrote back a firey fact-filled and passionate response that I felt should be presented as an article of its own … with that said, here is the other side of the debate:

Dear Dale –

I would like to respond to your comments regarding to the research I conducted with Professors Bruce Cooil (Vanderbilt University), Tor Wallin Andreassen (Norwegian School of Management), and Lerzan ... Read More

Net Promoter Score. To be or not to be? That is the ultimate customer experience question

By Dale Wolf

For now, I say the answer is "yes."  Net Promoter Score will improve an organization’s transformation into one that sees customer experience as its main purpose. Advocates and growth will follow.

Net Promoter Score, a measurement methodology espoused by Satmetrix and Fred Reichheld, remains the Ultimate Question when evaluating customer advocacy. In 2003, a Harvard Business Review article –The one number you need to grow’ – introduced the world to Net Promoter. Based around the idea that customer referral is the key metric, rather than the likes of customer ... Read More