What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...
New Book Offers Executives Practical Advice on Implementing a Net Promoter[R] Program and Increasing Customer Loyalty FOSTER CITY, Calif. -- As executives look to manage their business through the current economic climate, many are searching for ways to retain customers and more efficiently acquire new customers through positive...
Reichheld Brings Loyalty Expertise to Rackspace SAN ANTONIO -- Rackspace Hosting, Inc. (NYSE: RAX), the world's leading hosting services provider, today announced that it has appointed Fred Reichheld, Bain & Company Fellow and Founder of Bain's Loyalty practice, to Rackspace's Board of Directors. "Rackspace has grown...
ek Real Estate Group is pleased to announcethat Associate Broker Nellie Fujii Anderson has joined its company.Anderson, a well-known and respected member of various communitiesthroughout the Puget Sound area, brings a lifelong record of dedicatedservice to local causes, ranging from disadvantaged youth and the elderly,to the environment, to Seattle's Asian-American...
FOSTER CITY, Calif. -- Satmetrix, the leader in enterprise customer loyalty solutions and co-developer of Net Promoter[R] is providing Rackspace[R] Hosting, a leading provider of hosting services, with tools aimed at increasing customer loyalty. Core to Rackspace's customer loyalty program is their implementation of Net Promoter. Net Promoter...
Fred Reichheld says your company is about to stop making money. Unless you start measuring success by more than just making money. [ILLUSTRATION OMITTED] In The Ultimate Question, Reichheld urges business owners to rate their success as much by customer satisfaction as they do profits. Reichheld's...
Attendees Discuss Customer Loyalty Strategies as a Key Driver of Revenue Growth FOSTER CITY, Calif. -- The second annual Net Promoter Conference in Miami, Fla., concluded last Friday following an intensive two-day program on practical approaches businesses can implement to improve overall customer loyalty using the Net Promoter[R]...
Byline: KATE MADDOX Customercentric metrics are taking center stage this year as b-to-b marketers pursue new ways to measure customer engagement, satisfaction and, ultimately, loyalty to a brand. Measuring customer satisfaction is not a new idea, but as technology...
Loyalty Experts and Leading Companies Meet to Share Best Practices for Increasing Customer Loyalty FOSTER CITY, Calif. -- On January 24-25, 2008, Satmetrix will sponsor the second annual Net Promoter[R] Conference in Miami. This intensive two-day conference is designed for business leaders responsible for improving customer loyalty and...
NEW YORK -- Fred Reichheld, Bain & Company Fellow, creator of the Net Promoter[R] Score, and author of the best-selling loyalty trilogy The Loyalty Effect, Loyalty Rules! and The Ultimate Question, has been recognized by CRM magazine, a leading customer relationship management trade publication, as one of six 2007 Influential...
Byline: KATE MADDOX An academic debate is quietly brewing over the widely adopted Net Promoter Score, although marketers that have implemented the customer loyalty index say the debate is not having an impact on their use of it in their organizations. ...
Byline: r.t.r Loyalty guru Fred Reichheld has proposed a number called the Net Promoter Score that can be used to measure the loyalty of a company's customers. This simple ad-hoc approach takes the responses to a firm's willingness-to-recommend question, typically measured on...
Benefit from experience to maximize profitability PIECES FOR PROFIT By David Yeghiaian Winners Success Network Publishing. $15.95. A COMMON THEME has developed among business advice books; study successful companies, their systems, or branding efforts and root out their common denominators to create a blueprint for success that can be...
Why do companies go out of business even though they rate decent customer satisfaction scores on surveys? Maybe somebody's not asking the right survey questions. Instead of a barrage of queries, researchers need to pose the "ultimate question" in a regular, systematic and...
MADISON, Wis. & FOSTER CITY, Calif. -- Filene Research Institute and Satmetrix today announced the availability of a new study that examines member loyalty for 17 leading credit unions using Net Promoter[R], the loyalty metric co-developed by Satmetrix and loyalty expert Fred Reichheld. The study reveals that credit unions rank...
NEW YORK -- Julie Roehm and Sean Womack will be speaking at The Institute for International Research's all encompassing marketing event, THE Conference on Marketing, March 19-21, 2007 at The Venetian in Las Vegas, NV. They will be presenting on Marketing 2.x - Living between the Internet age and what...
According to Fred Reichheld's recent book, "The Ultimate Question," there is one very powerful question that gets to the heart of both loyalty and growth for any organization.For CUs that question is: "How likely is it that you would recommend the ABC Credit Union to a friend or family member?"...
"Net Promoter In Action" a Resource for Marketers and Advertisers BOSTON -- BzzAgent, Inc., the first word-of-mouth media network, today announced Net PromoterTM In Action (netpromoter.bzzagent.com), a new blog that highlights real world techniques companies have employed to understand and improve their Net Promoter Scores NPS. The data-driven...
Byline: John H. Fleming Coauthor of "Manage Your Human Sigma" (Harvard Business Review, July-August 2005) Synopsis: Bain & Company's Frederick Reichheld has argued that there's a single, magic question that business leaders should ask their customers in order to grow. His viewpoint has won many converts, but John...
GAIN A WHOLE NEW PERSPECTIVE MEASURING YOUR BRAND Marketing's role today is less about product, price, promotion and more about preserving and protecting the brand. And brand is the experience your member has with you. Truth be told, word of mouth was and is the...
Articles 2006-12-01
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