Net Promoter: How-to articles covering the latest marketing tactics, tips, and strategies.

• Case Study: How MyFax Upped Customer Engagement, Achieved a 79% NetPromoter ScoreNettie Hartsock
  Internt fax service provider MyFax wanted to tap into the power of word-of-mouth referrals by improving the customer experience and maintaining highly personalized customer interactions. But as an online company, ...
• The State of Customer Focus Around the World: 2007 in ReviewJeanne Bliss
  The Net Promoter concept and idea has taken hold the world over. The simplicity of one "ultimate" question is compelling. And it gives CEOs something to easily grasp and point ...
  Collaboration, Customer Engagement, Customer Retention, Customer Service, Net Promoter
• Five Steps: How to Mine for Net Promoter Gold by Listening Hard to DetractorsJeanne Bliss
  If you are adopting Net Promoter as part of your survey/metrics approach, there's a rich part of the findings that many who are implementing this approach don't consider: learning from ...
  Customer Relationships, Measurement, Metrics, Net Promoter, Segmentation
• Turning Customers Into Your Sales and Marketing DepartmentJim Lenskold
  Customer Experience, Metrics, Net Promoter, Referrals, ROI
• How Voice of the Customer Got Its Groove Back (and How to Stay in Tune)Promise Phelon
  Remember back in the '90s, when voice of the customer (VOC) was all the rage? It was a process discipline, a way for companies to gather customer insight to drive ...
  Customer Retention, Net Promoter, Voice of the Customer, Word of Mouth
• Meeting the CEO's Mandates: Tuning Up Your Customer Reference Program (Part 3 of 3)Kathleen McBride
  Many organizations have had customer reference programs in place for years, but not until recently have those programs begun to capture the executive attention they deserve.
  Collaboration, Customer Experience, Customer Satisfaction, Net Promoter, Value Propositions
• Turning Customers Into Your Sales and Marketing DepartmentJim Lenskold
  One of the most exciting and promising developments in marketing is the emergence of something called Net Promoters. First described two years ago in Harvard Business Review, Net Promoters is ...
  Customer Experience, Marketing Tips, Net Promoter, Referrals, ROI
• Five Fundamentals for Useful Marketing MetricsSuzanne Taylor
  Great marketers figure out how to make lives better, with the goal of attracting lots of profitable and happy customers. But to measure how well marketing efforts help build a ...
  Customer Acquisition, Customer Experience, Customer Retention, Measurement, Metrics, Net Promoter

Net Promoter: Online seminar broadcasts from the best minds in marketing

• The Ultimate Question, with Fred ReichheldBroadcast on 7/11/2006 with Fred Reichheld
  Fred Reichheld believes that too many companies are addicted to bad profits that come at a customer's expense. While bad profits often boost short-term earnings, in the long run they burn out employees, alienate customers, and undermine growth.
  Customer Experience, Customer Relationships, Customer Satisfaction, Metrics, Net Promoter, Referrals, Segmentation, Targeting