Since I have written in the past about Net Promoter Score (NPS) the publishers of this most recent book sent me a copy and it’s about time I posted my review.
There has been much criticism of NPS as a single measure of loyalty. With most of the criticism centered around the disbelief that a single [...]
Filed under: Customer Focus, Customer Loyalty, Customer Strategy, Net Promoter Score, Uncategorized | 2 Comments »
Stop Believing What Your Customers Tell You
A recent article on Marketing Sherpa demonstrated the difference between what companies (vendors) believe are the reasons customers leave, and the real reasons customers leave. While companies cite pricing as the top reason, customers say they really leave because of customer service.
Why the Difference?
The article sights two great reasons [...]
Filed under: Credit Unions, Customer Feedback, Customer Loyalty, Customer Service, Voice of the Customer | Leave a Comment »
Yes, believe it or not, the topic of ‘customer loyalty’ made it as the feature of a segment on the business and financial news network CNBC. The question was whether or not it makes sense for companies to invest in customer loyalty, and if it does, do companies that invest in customer loyalty make better [...]
Filed under: Customer Loyalty | 2 Comments »
