Archive for Archive for March, 2008
The Value of Detractors
Maybe mushrooms and Luddites have never heard of the Net Promoter Score, co-developed by Fred Reichheld and Satmetrix. But other than those fungi and sabot-tossing naysayers, most of the rest of us in marketing have.
Satmetrix recently released a study that puts an economic value on Promoters and Detractors in a business. The article, found here, […]
Is It Really the “End of Customer Service”?
Time Magazine recently published a special called What’s Next 2008. Within the normal discussions regarding trends were its list of 10 Ideas that are Changing the World.
Number 2 on this list was “The End of Customer Service.” They pointed to self service lines in airports, grocery stores, hotel lobbies and movie theatres.
But is […]
Don’t Choose Your Core Customer Metric Using the “Wisdom of Crowds”
Seni Thomas wrote a thought provoking piece here decrying the current blogging world’s lack of ability to predict things that would be a fancy-tickler. The posting made me think about the crowd mentality that seems to be prevalent in the marketing research industry, particularly related to choosing a Core Customer Metric that 1) is […]
Are You Sure You’ve Selected the “Right” Core Customer Metric?
During my keynote presentation at IIR’s 2008 Linkage Strategies Conference in Miami, I invited the audience to participate in a sort of informal “survey” regarding successes and failures experienced in connection with putting the Voice of the Customer (VOC) to work.
I asked how many felt their organization had successfully selected and implemented a core […]
CoreCustomerMetric.com Welcomes the AMA!
D. Randall Brandt, PhD, known to us as Randy Brandt, discussed the ins and outs of selecting the RIGHT core customer metric for businesses with the American Marketing Association on Marketing News Radio, March 5, 2008.
Listen in to our illustrious Blogger in Chief as he shares a career’s worth of insightful industry knowledge, practical experience […]
