News Archives
2011
April 14, 2011
Social Media Marketing: How to Optimize the Customer Experience to Benefit from Word-of-Mouth Advertising, Marketingsherpa Blog
April 11, 2011
Trust & Choice are Essential Customer Experience Ingredients,
ClearAction blog
March 30, 2011
Customer Satisfaction in a Slump–Even the Net Promoters Agree,
Marketing Fray
February 9, 2011
The ONE Thing You Need to Know about Net Promoter, CustomerThink.com
February 8, 2011
Hey, Facebook, It’s Time For The LOVE Button, MediaPost.com
January 24, 2011
Customer Centricity for Strong Business Results, BlogTalkRadio
(27 minutes)
January 17, 2011
Customer Loyalty More Important Than Ever For P&C, Property Casualty 360
2010
November 30, 2010
Taking Your Customer Experience Program To The Next Level, CMO.com
November 18, 2010
Focus on the Base (and Basics), TMCnet
November 17, 2010
How Net Promoter Can Boost Employee and Customer Engagement, Customer Engagement Magazine
November 16, 2010
Staying Ahead of the Curve, QualityWorld
November 10, 2010
Satmetrix Helps tw telecom Convert Customer Feedback into Profits, TMCnet
November 6, 2010
Ordering Up Great Service, London Times insert
October 7, 2010
If VOC and NPS Work, What’s the Hold Up?, Corporate Executive Board Blog
August 17, 2010
Think Like a CIO: Use Technology to Improve Brand Loyalty, Chief Marketer
July 13, 2010
What are ‘Bold Brands’ – And Why Do They Win?, MyCustomer.com
July 12, 2010
Net Promoter 2010: The UK’s Most Recommended Brands, Customer Think
June 23, 2010
Most Recommened Brands Revealed in New Report, UTalkMarketing.com
June 22, 2010
Study Reveals Customer Experience Champions, MyCustomer.com
June 21, 2010
Apple, Sony Enjoy High Loyalty Levels in UK, Warc
June 18, 2010
British Consumers Recommend First Direct, Sony, Saga, 02 and Apple, Marketing Magazine
June 18, 2010
Sky, Virgin Among Most Recommended Brands, Digital Spy
June 18, 2010
Satmetrix Launches European Benchmark Study, Research Magazine
June 18, 2010
Usual Suspects Most Recommended Brands in Consumer Experience Survey, Customer Engagement Club
June 14, 2010
Poor Customer Experiences Trigger Switching Epidemic, Contact Centre World
June 8, 2010
Firms Must Invest More in Customer Experience, Less in Advertising, mycustomer.com
June 7, 2010
Nectar Has Its Finger on the Trigger, MarketingWeek
June 4, 2010
Advertising Should Not Be Used to Drive Choice, Claims Study, MarketingWeek
June 4, 2010
The Hidden Cost of Word of Mouth, Corp Comms Magazine
May 21, 2010
Hoffman’s Hot Seat: Leveraging Net Promoter to Improve the Customer Experience, 1to1 Media
May 18, 2010
Taking a Customer’s Measure Takes a New Turn, American Banker (subscription required)
April 14, 2010
Expert’s Corner: Delivering Voice of the Customer, Customers Rock!
April 14, 2010
Satmetrix CEO Richard Owen and host Becky Carroll discuss Net Promoter, customer experience, and the Voice of the Customer, Customers Rock! Radio
April 9, 2010
A Correlation Between Recommendability and Revenue?, Church of the Customer Blog
April 8, 2010
Who are the leading runners in customer experience?, Improvement and Innovation
March 30, 2010
A Successful Customer Strategy Needs the Right Voice, 1to1 Media
March 25, 2010
New Multi-Industry NPS Benchmarks Published, The Wise Marketer (requires free registration)
March 19, 2010
eBay’s Customer Experience Improved in 2009, Study Says, Internet Retailer
March 19, 2010
2010 Net Promoter Benchmarks Released, The WOMMA Word
March 18, 2010
Health, Life Insurers Trail in Customer Experience, Insurance Networking News
March 18, 2010
Well-known Airlines, Retailers, Tech Lead Satmetrix’s 2010 Net Promoter Benchmarks, TMCnet
March 17, 2010
New NPS Report Shows Winners, and Losers, in Customer Experience, 1to1 Media
March 17, 2010
USAA, Apple Top Net Promoter Scores, BrandWeek
February 23, 2010
Insuring Success (with Net Promoter), The Drew Blog
February 2010
Why Loyalty Pays for Virgin Media, Customer Engagement Magazine
February 2010
The Ultimate Question: Could Asking Just One Question Provide the Key to a Successful Business?, Quality World
February 12, 2010
How to Exceed What Customers Want, www.DestinationCRM.com
February 9, 2010
Stepping Outside your Comfort Zone, 1to1 Media
January 18, 2010
10 Lessons Learned from 10 Years of Net Promoter, mycustomer.com
2009
December 2009
No Substitute for Experience, www.DestinationCRM.com
November 13, 2009
Defining Success: How to Implement a Successful Net Promoter Program, The Journal of Database Marketing
September 2, 2009
Retailers Encouraged to Look at Loyalty Metrics to Understand Failings in Security and Customer Perception, www.scmagazineuk.com
July 13, 2009
Razorfish, Ogilvy Test Model of Business Health Based on Net Promoter, www.Adage.com
June 9, 2009
Reducing costs by gaining loyalty: Net Promoter Score Conference, London, www.ImprovementandInnovation.com
May 27, 2009
Valuing your customers with Net Promoter Score, Customer Strategy Magazine
May 05, 2009
The numbers game: Is there any customer value in using Net Promoter Score?, MyCustomer.com
April 27, 2009
Customer Experience Leaders Stand Out in Latest Net Promoter Rankings, 1 to 1 media
April 2, 2009
Can You Hear Me Now, CRM Customer Relationship Management Magazine (2009 Service Awards Edition)
April 2, 2009
Hear Ye, Hear Ye, Tell all About it, Customer Relationship Management Magazine (2009 Service Awards Edition)
April 2, 2009
2009 Service Leaders, Customer Relationship Management Magazine (2009 Service Awards Edition)
March 24, 2009
Study finds word-of-mouth’s impact on loyalty , Thewisemarketer.com
March 19, 2009
Divide and Conquer (.pdf), B2B Magazine
March 12, 2009
Poor Customer Service Drains Brand Equity , Marketing Daily
February 9, 2009
Companies fail to measure and act on customer feedback, study finds, Internet Retailer
February 4, 2009
Getting to the Heart of NPS: Culture, 1 to 1
February 3, 2009
Data: Divide and Conquer,B2B Marketing Online
January 29, 2009
The 5 Levels of Customer Experience Maturity, www.destinationcrm.com
January 27, 2009
Net Promoter Pioneer Speaks at Best Practices Conference, Feb. 2-4, Las Vegas, Cloud Computing Journal
January 27, 2009
Customers Invest in – and Promote – Charles Schwab, www.destinationcrm.com
January 27, 2009
CMO Council: Marketers lag in tracking, improving customer experiences, www.btobonline.com
January 26, 2009
Net Marketers ‘missing out’ on WOM opportunity , www.research-live.com
2008
December 11, 2008
NPS book explains the process practically, The Wise Marketer
December 4, 2008
Net Promoter ‘not in competition with MR’, Research Magazine
October 30, 2008
Say What? How Customer Word of Mouth Impacts the Bottom Line, 1 to 1
October 30, 2008
Personalize the Message, CRM
October 28, 2008
Improving the Customer Experience
October 27, 2008
Aligning with the Customer: Transforming Organizations to Improve Customer Experience
September 30, 2008
CMO Ranks Home Depot Tops In Customer Experience
September 11, 2008
Customer Loyalty Is the Goal
August 8, 2008
Creating a Brand-Based Community
June 9, 2008
Measure for the C-suite Executives seek better metrics to justify marketing budgets
April 4, 2008
The Wise Marketer, thewisemarketer.com
March 31, 2008
Press Release News, PR News
March 27, 2008
Satmetrix Study Finds Financial Impact of Positive, Negative WOM, WOMMA
February 08, 2008
Sage Software Provides Systems and Services to Thousands of Medical Practices, HIStechReport
December 29, 2008
Behind the Scenes at Net Promoter Miami, InfoWorld
2007 and Prior
December 17, 2007
Can’t Get No Satisfaction (Anywhere Else), Credit Union Journal
April 6, 2006
How to Conduct an Interactive Survey…, Marketing Sherpa
February 2006
Geeks in Toyland, WIRED
September 1, 2005
The Only Question that Matters, CNN Money
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