nps

Insight into the world of tech, marketing and PR.

May 10, 2012

Customer Experience: Ambition Trumps Resources (For Now)

Last week, I attended a networking gathering of customer experience enthusiasts, hosted by Fidelity and the CXPA. The demographics were pretty representative of the discipline overall: […]
January 23, 2012

How Customer Satisfaction Surveys Tell the Future

It’s funny – just asking customers what they want more of is one of the best ways to see where the market is heading, and where […]
December 20, 2011

Keeping Score: What Net Promoter Tells Us

Each year, I learn the most about our clients, and our company, by asking our clients to answer 6-7 simple questions. It’s called Net Promoter™ – and […]