Enterprises around the world have been successfully using the Net Promoter system to increase customer satisfaction and grow their ROI. Apple used it to become one of the most successful bricks and mortar retailers. Charles Schwab used it to regain their position as a leader in the banking industry. And Rackspace used it to become […]
Some of your customer just gave you a score of 7 or 8 (on the Net Promoter scale), establishing them as Passives. While not as negative as Detractors, this group still brings little positive energy to your business. They are not too likely to recommend your product or service, and are more easily persuaded to […]
I recently read The Ultimate Question 2.0 and I must say that the likelihood that I’d recommend this book to a colleague or friend, on a scale of 0-10, would definitely be a 10!
In all seriousness, it’s an absolute pleasure to read with fantastic and illustrative stories along with compelling arguments for using this […]
I get homesick once in a while. I long for the little Austrian village – surrounded by lakes, hills and mountains – where I grew up.
Way back then and still today the time between Christmas and New Year is cookie time. Or more precisely: it is the time all housewives will start a friendly competition […]
Although there have been myriad tributes to Steve Jobs, I recently read articles that
brought out a new appreciation for the man.
Apparently, there has been controversy whether Jobs would research user sentiment or just follow his instinct when designing new products like the iPhone or iPad. Jobs has even been quoted as saying “We do […]
Wouldn’t it be great if you could diagnose the health of your business with just one question? According to the proponents of the Net Promoter System, you can! The Net Promoter System is a customer loyalty metric developed by Fred Reichheld, Bain & Company, and Satmetrix. It was first introduced as the Net Promoter Score […]