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Tom Hoffman | March 18, 2014
Business leaders use a variety of metrics to gauge the financial health and performance of a company. One of the most popular metrics used by marketers is Net Promoter Score (NPS), a simple loyalty measurement to gauge customer satisfaction and likelihood to recommend. Last week, I had a chance to speak with Satmetrix data scientist Brendan Rocks about the results from the company's 2014 Net Promoter Industry Benchmarks reports. The findings offer a glimpse into some of the aspects of Read more »
Mila D'Antonio | September 24, 2012
With bankruptcies, corporate scandal, accounting irregularities, and gaps in corporate governance making daily headlines, it's no wonder that public trust in companies has diminished. Read more »
Elizabeth Glagowski | July 20, 2012
Politics aside, those of us who advocate Extreme Trust and customer centricity should give three cheers for the Consumer Financial Protection Bureau. Finally there's a way to punish companies that treat customers with complete disregard and disrespect. This week it was announced that the CFPB levied a $210 million fine on financial services firm Capital One for deceiving customers about credit card products and fees. The company was solely interested in making a quick buck, and got called out for Read more »
Don Peppers and Martha Rogers, Ph.D. | June 8, 2012
Our new book Extreme Trust has been accumulating some extraordinarily good reviews lately, including two independent critiques from two professionals who know what they're talking about (and what we're talking about): Bruce Kasanoff and Maz Iqbal. Read more »
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