Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate.
Continue reading "NPS Is a Journey in Customer Experience" »
I had the privilege to attend the recent 2012 NRF convention and was impressed with the buzz around loyalty marketing and customer centricity. In one session Macy's CMO Peter Sachse stated, "We don't need new customers. We need to keep the ones we have and get more out of them." Simple yet powerful; all marketers should take this approach--and will create more valuable brands as a result. Yet, why do so many companies continue to miss the mark here?
Continue reading ""Expectation Matching" Builds Long-Term Customer Loyalty" »
"Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean?
Madonna's Super Bowl half-time show won't be the only attention grabber this Sunday. Mobile ads and location-based services will play an important role in this year's Super Bowl as companies include them in their marketing strategy in a bid to reach more customers and transform a moving image into a sale.
Continue reading "More Mobile-Friendly Ads for Super Bowl Sunday " »
Sure, most every company would like to handle customer service themselves. For some, let's just say, it's not their core competency. These companies look to outsourcers for assistance--but can you really outsource customer experience? Not if you think of it as getting the lowest price for cheeks in seats.
