I recently undertook the Net Promoter Score (NPS) certification course, the online version offered by Satmetrix. Overall, quite a good experience and the knowledge will come in handy as we work with our clients’ relationship strategies.

Take this little quiz to see if your organisation is ready for a customer community or conversational marketing;
 

1. There is a process in place to constantly measure customer satisfaction&sentiment. Not just on-line and not the annual customer satisfaction survey. Regular sampling. Y/N
2. Management calls a number of customers, happy and unhappy each day or week as part of their regular duties. Y/N
3. You have a social media policy for staff that as a starting point assumes they are already participating. Y/N

We have come from the CRM world, are currently active in social media and online communities - really feel like we have one foot in each of two generations of marketing.

From this (sometimes uncomfortable) stance, let me make a prediction; Loyalty programs will become the bridge between these two apparently different worlds, for savvy companies.

Why? Because loyalty program members identify themselves.

A Football Club Example