Satmetrix, the Net Promoter Score co-creators with Fred Reichheld and Bain, distinguish between 2 'types' of NPS initiatives; transactional and relationship.
leave a commentFollow 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'?
Hen's teeth? An Australian company with high Net Promoter Scores...
31st May 2009
Australian NPS study
Net Promoter Score: Conversational Compass!
22nd September 2008
We have talked previously about Net Promoter Score as a simple measure in helping a brand to discern changes in the perceived customer experience. Not surprisingly therefore, NPS can be an extremely useful measure in online communities - providing a simple tracking device - helping us to interpret results and suggesting future directions.
10th March, 2010
timwtyler: I recommend we all meet up in next week or so to talk social metrics @jeffcarruthers @mentalmarketer
9th March, 2010
timwtyler: @mentalmarketer More about supporting my home town than a raving bball fan.
9th March, 2010
timwtyler: @timwtyler - so thrilling RT @illawarramerc: Final score: Hawks: 75. Wildcats 63. (via @KerrieAnne) wonderful result!
9th March, 2010
timwtyler: RT @KKeneally: huge home crowd win for Wollongong Hawks 75-63. Get ready to don our jersey Premier Barnett! (via @wollongonghawks)
9th March, 2010
emmakatetyler: RT @miafreedman Mimco photoshop disaster http://tweetphoto.com/13735551 Eek where did her tummy go?!
7th March, 2010
timwtyler: RT @Mrgareth: Rolling Stone says there's a 12-track album of unheard Hendrix songs out soon. Boomer heaven!
6th March, 2010
timwtyler: RT @b2damusic: http://tweetphoto.com/13380853 you have got to ask the question!!!
5th March, 2010
timwtyler: RT @KKeneally: made a wager with the WA Premier to back the #wollongonghawks for the NBL title - or ill be wearing a Wildcats’ jersey
5th March, 2010
timwtyler: Convergence of customer experience and manufacturing planning? New post. http://bit.ly/bu5ouz
4th March, 2010
timwtyler: Chuffed my blog has blown the 2,000 hit mark. Ann Frank post still most popular: http://mrgareth.posterous.com/ (via @Mrgareth)
3rd March, 2010
timwtyler: RT @thebuzzexchange: Transform Your Marketing Mix For Innovation, Product & BD. Join @jacki_johnson at #adtech http://bit.ly/adtech2010
3rd March, 2010
timwtyler: @KerrieAnne thanks Kerrie, a well written and thought provoking piece - and not just because I agree http://ow.ly/1d7Fx @jacki_johnson
3rd March, 2010
jeffcarruthers: Check out this SlideShare presentation : Developing A Social Strategy Webinar http://slidesha.re/a542Fw
2nd March, 2010
timwtyler: RT @CarlsonLoyalty: Liking the wildbean key tag/coffee tag - easy for the customer, collecting behaviour info http://ow.ly/1cZb6
2nd March, 2010
timwtyler: @mentalmarketer yes please! Des and I agreed he should buy us dinner ; ) I am back late this week, will contact you.
28th February, 2010
timwtyler: @jacki_johnson Thank you, I am flattered! Helps to be working with a great team.
27th February, 2010
timwtyler: RT @KerrieAnne: Woooo! @wollongonghawks won!! Congratulations boys. :D - truly ?woohoo for AHM Hawks
26th February, 2010
timwtyler: RT @IdeasCulture: :-( to hear of the passing of Ron Tacchi, the Speaking industries true, generous gentleman. Sad news http://bit.ly/9I6vVV
26th February, 2010
timwtyler: RT @Mrgareth: Despite it all, I'm pleased to see Garrett still has "Environment" in his title...he would seem wrong (rather than wong)
26th February, 2010
timwtyler: Revisit a great lesson for relationship marketing; Mismanagement of Customer Loyalty post http://bit.ly/aGNgtx
26th February, 2010
emmakatetyler: RT @dj_shaily RT @abcnews: Update: Garrett demoted over insulation bungle http://bit.ly/cnHKEJ
26th February, 2010
emmakatetyler: RT @mashable HUGE: Facebook Secures Patent for News Feed - http://bit.ly/cmn89j
26th February, 2010
emmakatetyler: Byron Bay tomorrow! Weather forecast is not looking good, more time at Beach Rd perhaps?
