Archive | November, 2011

Driving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that Wins the Race?

We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. Some believe […]

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Driving NPS – The Three “Must-Dos”

We enjoy working with companies that use a robust NPS measuring system.  When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s customers have power.  It is not uncommon for customers to post feedback in real time.  In the middle of a meal, a restaurant customer can […]

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A Low-Effort Experience Drives Customer & Brand Loyalty

In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?”, highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to […]

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Brand Promise Delivered as Net Promoter Score Rises Dramatically

Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service.  The problem is the vast majority of these interactions, and the systems […]

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Shying Away From Office Politics? What are We Really Avoiding?

After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me.  What are the politics in MY world?  I am not talking about my wife, sons and new daughter-in-law (although new in-laws always add an additional layer to marriage politics).  I […]

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