Archive for Archive for December, 2007
Nominate The Best Core Customer Metric
What do you think is The Best Core Customer Metric?
“Best” means how strongly customers embrace your brand, and how committed they are to continuing to buy from or to do business with you.
Now is your opportunity to nominate what you think is the Best leading customer indicator of brand affinity and downstream business results. Is […]
Research Spurs Debate Over Net Promoter Score
BtoB Magazine featured a lively article, “Research Spurs Debate Over Net Promoter Score” by Kate Maddox in the Septermber 10, 2007 issue on page 3.
The crux of the article was research co-authored by Timothy Keiningham, Bruce Cooil (Vanderbilt University), Tor Wallin Andreassen (Norwegian School of Management), and Lerzan Aksoy (Koc University) appearing in the Journal […]
Customer Experience or Customer Satisfaction?
I hear this question posed frequently: “What’s the difference between customer satisfaction and customer experience? Isn’t customer experience just a fancy name for customer satisfaction?”
Ask any five industry professionals for their definitions of customer experience and customer loyalty, and likely you’ll get at least ten different definitions. Why the confusion?
The answer is both simple […]
NPS Discussion Paper Receives Awards
Most people discussing Fred Reichheld’s Net Promoter Score (a popular Core Customer Metric) seem to be either rabidly in favor of it or violently opposed to it. Most of the criticism of the NPS comes from technical perspectives, while most of the adulation for it comes from the upper levels of management.
The primary purpose of […]
