Back to one of my pet topics: What is a ‘Good’ Net Promoter Score? More specifically, what’s a good Net Promoter Score score for a football team? OK, I know NPS wasn’t designed as a footballing metric but bear with me as I try to illustrate a point about how Net Promoter Score works and […]
Net Promoter Score I came across two posts on LinkedIn recently where two separate business-to-business (B2B) companies – one professional services company and one IT services provider – announced the exact same Net Promoter Score results from their clients: +91. The spokesman for the profession services company was particularly chuffed: “We were delighted with the results of the […]
The Service Recovery Paradox (SRP) A couple of years ago, I wrote a blog called The Service Recovery Paradox – Fact or Myth? Today I’m looking more specifically at whether the Service Recovery Paradox is true for business-to-business (B2B) relationships. But first, a quick recap on the basics of SRP. The Service Recovery Paradox is a […]
Interview with Professor Nick Lee Some weeks ago, I met Nick Lee, Professor of Marketing at Warwick Business School to discuss his views about Net Promoter Score (NPS). I specifically wanted to get Nick’s views on NPS as a measurement tool. Does it work? Is it linked to sales growth? What does Net Promoter Score even measure? Nick has […]
Congratulations to all the Winners We cannot wait to send this year’s Deep-Insight “Excellence in CX” Awards to their forever home. These awards focus on customers who have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for their customers. That makes us very proud! Before we talk about the winners, […]