It is no secret that I think NPS (Net Promoter Score) is a flawed view of things, particularly if that is all you use to measure customer happiness. I don’t think it’s awful; I think it has its place and that place has limits and we need a few supplemental questions to get at some other […]
Are You Beating Your CSAT To Death?
A while back we looked at how marketing shoves the Customer Abuse Department under the bus by setting unrealistic expectations nobody can possibly live up to. Today I want to talk about another reason our customers may be finding our statements about their value a little dubious, and it’s time to blame Daddy. You remember […]
What To Do With Your Passives
Go find your cat. I’ll wait. … No cat? Borrow one; people leave them everywhere. Now look the cat in the eye and ask, “how likely are you to recommend me to a friend or colleague?” I’m going to bet that if you have this conversation with ten cats, one of them will climb into […]
What To Do With Your Detractors
Here are some signs you might have a few Detractors in your customer base. There are websites dedicated to the humiliation and destruction of your brand, this one. Your customers park backhoes across your employee parking entrance, like this guy Your customers publicly destroy their purchase with a sledgehammer, and invite passersby to help, like […]
What To Do With Your Net Promoters
I like answering surveys, and I like to think it`s due to more than a fondness for radio buttons. I imagine I`m paying it forward for the many times I will need to go out and do research in the future. So it should not surprise you, dear friends, if I was a little stunned […]
