We have been lucky enough to work with a number of retailers recently and the research and campaign results have given us a start to a growing library of marketing 'rules of thumb' that are proven to get the tills ringing. 

A summary is below, but if you are interested in the details behind these learnings, please feel free to ask here, or directly through email, twitter etc...

Learnings

It looks like we may be involved in a 'bottom-up' NPS project shortly and this has set me to refreshing my working knowledge of Net Promoter Scores, customer satisfaction measurement and Customer Experience Management (CEM).

'Bottom-up NPS'?

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The pioneering authors of SERVQUAL have turned their attention to online shopping service quality and the result is a measurement instrument that we think has 'legs'; E-S-QUAL

"The 20th century was about sorting out supply... The 21st is going to be about sorting out demand."