Customers are talking. And everyone is looking for value. Identifying what excites your customers and their likelihood to recommend are critical factors in stopping attrition and growing share. This thinking of Frederick Reichheld in his book ‘The Loyalty Effect’ has been translated into a corporate program using the Net-Promoter-Score (NPS) approach. This article reviews the key considerations in implementing a successful National NPS program.
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As always, marketing budgets have been the first to take the hit during this downturn. Yet we all know how critical it is to keep a finger on the pulse of the market and seek out those diminishing opportunities before the competition. The environment is ripe to take a fresh look at both emerging and mature [...] |
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