As practitioners in the customer feedback game, we are only too aware of customer voices falling on deaf ears. And with the explosion of social media the imbalance between "user generated content" vs "enterprise generated action" has become the herculean challenge. Which is why any mechanism that enables an organisation to listen more effectively is, well frankly, gold.
leave a comment (0 comments)NPS: Do detractors beget defectors? 3 Lessons learned from a 'customer churn in mobile' study
26th July 2010
In our NPS self-improvement efforts we read a lot of literature on the intersection of social networks and marketing and especially we take note of studies that use data from mobile telephone operators. Why?
Because you can objectively determine who is in an "actor's" (customer) network and the relative strength of ties between customers. You can see who they call, how often and for how long.
Net Promoter and Re-adapting the Wheel
11th May 2010
Like a lot of apparently good ideas, the 'devil is in the detail' with Net Promoter Programs...
The good news, however, is that there is a developing body of public NPS knowledge and to some degree an "open source" approach fostered by the originators of the Net Promoter concept - Frederich Reichheld, Bain & Company and Satmetrix Inc. The Satmetrix NPS certification course attended recently by this student is one example of this.
Retail Loyalty Marketing - 5 lessons learned at the till
24th April 2010
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
NPS & CRM Vision
8th April 2010
An explosive mix of social media, online communities, text analytics & visualisation technologies together with Net Promoter Score (NPS) programs is presenting marketers with the opportunity to deliver on the type of Customer Relationship Management vision promised 10-15 years ago. In my humble opinion of course... but as practitioners, we are now seeing some of the more innovative companies closing in on this position.
NPS, CEM and the Theory of Constraints
4th March 2010
Satmetrix, the Net Promoter Score co-creators with Fred Reichheld and Bain, distinguish between 2 'types' of NPS initiatives; transactional and relationship.
Follow the customer, follow the text...
3rd March 2010
At the risk of repeating myself, consider the following statements:
- Never before have brands had so much data about their customers or capabilities to analyse this data
- Never before have we had customers so willing to interact with brands and each other online (social media, user generated content)
- Yet, we are the least connected that we will ever be...
Bottom up NPS – the missing ingredient in CRM?
4th January 2010
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.
The 10 notable incidents for Social Media in 2009 – a personal review
16th December 2009
Here we are in the run-up to Christmas and the New Year, so I thought I would jot down the things that I found amusing, noteworthy or just plain strange about the business we are in for the past year. A personal list and personal opinions...
Is there a connection between NPS and SERVQUAL?
9th November 2009
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'?
31st August, 2010
jeffcarruthers: Check out this SlideShare presentation : Net Promoter and Social Media - A Strategy f... http://slidesha.re/cIrQis
31st August, 2010
jeffcarruthers: Fire Your Marketing Manager & Hire A Community Manager. http://bit.ly/al3dyu
26th August, 2010
jeffcarruthers: RT @simpliflying Learning from the best airlines on social media: SimpliFlying launches six airlin.. http://bit.ly/9Fcjhe
23rd August, 2010
jeffcarruthers: Looking for an experienced Business Analyst with passion for customer engagement - see our job ad: http://tinyurl.com/28t4erz
6th August, 2010
ResonateAU: Lessons Google Can Learn From Wave’s Failure: http://bit.ly/bhaOdH #googlewave
27th July, 2010
ResonateAU: Just published blog post on co-creation by new Resonate team member Darren Sharp: http://bit.ly/b5XJXf #socialmedia #crm #innovation
27th July, 2010
timwtyler: RT @jacki_johnson: 598 home fires in NSW this winter, 5 fatalities; strong reminder for us to be aware of fire hazards in our homes
27th July, 2010
timwtyler: @KerrieAnne Zelus was a teacher who change students by opening minds. Bogan in, geek out in my case. Wonder where he is?
26th July, 2010
timwtyler: @KerrieAnne I agree strongly - helped a client crowdsource start up - they won this year's Innovation award http://bit.ly/aVSgTH proper way
25th July, 2010
timwtyler: @KerrieAnne 'not with a bang but a whimper' sounds like a citizen committee on climate change doesn't it?
25th July, 2010
timwtyler: RT @short_fuse1: WOOHOO - just got our first job through Facebook. Social Media is working for us!
24th July, 2010
timwtyler: RT @SteelyGreen: Tony Hayward's 3 Big Mistake Every CEO Can Learn From: Failed to answer essential questions http://bit.ly/b6Cge2
24th July, 2010
timwtyler: Hartcher in SMH voices disappointment w/ @juliagillard after benching the ETS: "what, exactly, does Labor stand for?" (via @mediahunter)
23rd July, 2010
jeffcarruthers: Check out this SlideShare presentation : Like Minds 2010 Social Media Operationalizat... http://slidesha.re/bfBz04
23rd July, 2010
timwtyler: RT @UBank: UBank announced as Winner of the 2010 Australian Business Awards for Product Excellence & Innovation http://bit.ly/cszkJv
23rd July, 2010
timwtyler: RT @jacki_johnson: Team here at The Buzz Insurance very excited; we have won the 2010 Australian Business Awards for Innovation.
23rd July, 2010
timwtyler: RT @CarlsonLoyalty: Nectar launches a points-for-search toolbar with Yahoo!. Shows where to earn Nectar points online http://ht.ly/2fk2D
22nd July, 2010
timwtyler: RT @servantofchaos: Nice find Ross! RT @rossdawson: 1981 TV news clip on the online news and the future of newspapers http://bit.ly/bljxgK
22nd July, 2010
timwtyler: @kcarruthers Tilbury, upstairs, at the Loo - if you ask they will set an area aside for you...
21st July, 2010
jeffcarruthers: Check out this SlideShare presentation : Six Digital Trends To Watch by Steve Rubel a... http://slidesha.re/a2Dxa5
21st July, 2010
jeffcarruthers: Check out this SlideShare presentation : What the F**k is Social Media NOW? http://slidesha.re/9coYwu
20th July, 2010
timwtyler: RT @DonPeppers: Last month Amazon sold almost twice as many e-books for Kindle as it sold hard-copy books! http://bit.ly/9Rf3gH some mine!
19th July, 2010
timwtyler: RT @cannboys: I'm looking forward to the election as much as the world cup - Vuvuzelas swamping commentary may be good in this case?
19th July, 2010
timwtyler: RT @UBank: Please help us learn more; social media & online banking needs take this short survey (5 mins) http://bit.ly/ubankask Thanks!
18th July, 2010
timwtyler: RT @KerrieAnne: IBM Web Team Measures Impact of an Editor on Content http://bit.ly/9CE8PL Skills & talent do matter!
