6/19/13 7:26 AM
Mike Volpe, CMO of HubSpot, wrote a blog post back in 2011 that I recently came across. It explored tying marketing compensation to sales performance. The thinking behind the post fits perfectly in our space. And Mike included a video from several MIT researchers. If you're thinking about including NPS in your employees' variable compensation, I highly recommend watching this video first!
Topics: Net Promoter, Compensation
6/17/13 10:00 AM
Mr. McGuire: I just want to say one word to you. Just one word.
Benjamin: Yes, sir.
Mr. McGuire: Are you listening?
Benjamin: Yes, I am.
Mr. McGuire: Plastics.
Benjamin: Exactly how do you mean?
Several years ago, the CEO of a major CRM company made this heretical observation about CRM, Sales Force Automation and its ilk. To paraphrase, “we spent the last 10 years finding ways to get data into these systems. We have no idea how to get anything useful out”. If the software revolution of the last 30 years was about automating process, capturing data, will the next 30 be about making sense of it all?
Topics: Customer Experience Management, Social media, Closing The Loop, Customer Loyalty
2/14/11 7:55 AM
As I prepared for my presentation at our recent Satmetrix Net Promoter Conference in Miami earlier this month, I realized I had neglected my own social media channels. So, I’m coming back to share my thoughts about how organizations can improve their customer experience, increase loyalty, and drive growth.
Topics: Customer Experience Management, Social media, Closing The Loop
10/18/10 5:35 AM
Topics: Customer Experience Management, Net Promoter, Voice of the Customer, Customer Loyalty
Topics: Customer Experience Management, Net Promoter, Voice of the Customer
We are so pleased to congratulate Desirree Madison-Biggs, Director, Customer Insight & Measurement at Symantec for being recognized by 1to1 Media as a 2010 Customer Champion. I can’t say I am surprised at this award, as Des truly embraces customer experience, and has helped drive significant improvement across all parts of their business.
Topics: Customer Experience Management, Net Promoter, Voice of the Customer
8/26/10 6:19 AM
Topics: Customer Experience Management, Net Promoter, Voice of the Customer, Trustworthy Data
Credit Union’s ability to drive growth with little or no investment in advertising. I recently had the opportunity to collect more insights from Diana Dykstra, President and CEO of San Francisco Fire Credit Union. Diana is a self-proclaimed Net Promoter zealot and in my opinion, her organization is a poster child for how to listen to customers and make changes to improve the customer experience. With a current NPS of 83%, member growth of 12%, and retention rate of 98% we can all learn something from how they listen to members and empower employees to “do the right thing”. Enjoy.Topics: Customer Experience Management, Net Promoter, Voice of the Customer, Customer Loyalty
8/3/10 3:28 AM