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U.S. Banker
April 2006 |
The Difference Between Good and Bad Profits The difference between those companies generating good profits and those producing bad profits can be boiled down to one question: "How likely are you to recommend us to a friend?" Loyalty transforms the economics of business.   |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
HBS Working Knowledge
November 3, 2011
James Heskett |
The Ultimate Question in Management In their book, Fred Reichheld and Rob Markey remind us of the simplicity of the Net Promoter Score. It's the product of answers to one question, "How likely is it you would recommend us to a friend?" |
Entrepreneur
March 2006
Mark Henricks |
Do the Math Business book advice: The "net promoter score" can help boost your sales, according "The Ultimate Question." And "Dealing With Darwin" says that long-term success requires learning to survive in changing environments. |
IndustryWeek
June 1, 2006
John Teresko |
Performance Measurement: GE Asks The Ultimate Question The GE business unit, which focuses on equipment-based financing and leasing, provides an example of how the corporation engages the customer experience in a continuous-improvement process. |
CIO
January 1, 2002
Edward Prewitt |
How to Build Customer Loyalty in an Internet World CRM is not altogether awful. It's just that, too often, the standard CRM practices lead to vexation or worse from customers, not loyalty. |
CRM
August 2012 |
The 2012 CRM Influential Leaders Each in this impressive lineup of persuasive people is certainly deserving of this year's Influential Leader award. |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
Bank Systems & Technology
August 4, 2004
Ivan Schneider |
The Metric System One banker comes up with a formula for deciding whether your CRM investment is paying off. |
HBS Working Knowledge
March 6, 2006 |
A Satisfied Customer Isn't Enough An excerpt from Fred Reichheld's new book, The Ultimate Question: Driving Good Profits and True Growth, which offers a system called the Net Promoter Score that helps rate customers based on their view of your company. |
CFO
July 1, 2006
Russ Banham |
Angry and Bored? You Must Be a Customer Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help. Online surveys offer speed and convenience to both the companies creating them and the customers responding to them. |
CIO
January 26, 2012
Niel Nickolaisen |
How to Make IT Irreplaceable How do you turn captive IT users into loyal customers? Start by asking whether they'd use your IT operation for their next project. |
CRM
November 1, 2006 |
The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc. |
CIO
August 15, 2005
Michael Jackman |
Do Customers Like You? Depends on How You Ask The most important question to ask consumers is how likely they are to recommend your business to others. Third party surveys may be preferable to in-house surveys, as they are less likely to incorporate bias. |
CIO
February 1, 2002
Katherine Noyes |
Nonprofits Need Metrics Too We spoke with Doug Barker, vice president and CIO for The Nature Conservancy in Arlington, Va., about the importance of valuation and metrics for nonprofit organizations... |
CRM
April 15, 2015 |
Medallia Partners with Leading Thinker Fred Reichheld and HuddleUp In forming an exclusive licensing partnership with HuddleUp, Medallia aims to strengthen team cooperation and improve bottom lines. |
PC Magazine
April 27, 2011
Ben Gottesman |
Readers' Choice Awards 2011: Desktops and Laptops Our yearly survey reveals just who PCMag readers love -- and who they don't -- in the world of desktops and laptops. |
CRM
June 2015
Paul Greenberg |
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions |
CRM
October 1, 2007
Lior Arussy |
Imperfect Scores Is a new industry standard keeping executives from focusing on the relationships that matter? |
HBS Working Knowledge
Jim Heskett |
Are Customer Loyalty Initiatives Worth the Investment? How many times have you heard that it costs several times more to attract a new customer than keep an existing one? Or that satisfied, loyal customers become more and more profitable over their lifetime as they purchase new products, updates on old ones, supplies, and services, all the while recruiting others to do the same? |
CRM
October 1, 2009
Lior Arussy |
You Are What You Measure The measurements you track are an indication of the customer relationships you want to have. |
CRM
June 1, 2006
Denis Pombriant |
Selling Is All About the Setup New technologies help improve sales processes, but companies are not focusing enough on fundamentals. |
Bank Systems & Technology
August 4, 2004
Ivan Schneider |
Loyalty Down Begets Loyalty Up The single most important question for assessing customer loyalty in any industry. |
CRM
June 14, 2012
Kelly Liyakasa |
Satmetrix Debuts Social Net Promoter Metric draws on sentiment analysis to tie customer conversations to brand customer experience strategy |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
HBS Working Knowledge
May 12, 2011
Sean Silverthorne |
The Difficult Transition from For-Profit to Nonprofit Boards Service on a nonprofit board can be a frustrating experience for executives grounded in a for-profit world. |
InternetNews
January 19, 2011 |
Nokia, Palm Users Looking to Bolt: Survey iPhone and Android smartphones lead the way in customer loyalty and satisfaction and their rave reviews are causing users of other mobile devices to look their way. |
InternetNews
December 19, 2008
Rob Enderle |
EMC, Apple and Customer Loyalty Approaches Commentary: A tech vendor's success has as much to do with customer perception as actual product quality, making the vendor-customer relationship of paramount importance. |
CIO
May 1, 2003
Mohanbir Sawhney |
How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions. |
AFP eWire
September 8, 2008 |
Recruit and Retain Quality Nonprofit Employees Organizations hoping to hire quality employees need to sell prospects on the big picture - focusing on rewards that come in other forms than a big paycheck, according to a recent roundtable of nonprofit recruiters, workforce experts and nonprofit practitioners. |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
AFP eWire
May 15, 2006 |
Charities Face Major Challenges in Finding Funds for Capital Projects A new survey has found that while numerous charities have significant investment capital needs, including technology, program development and strategic planning, they face substantial challenges in accessing that capital. |
CRM
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
Fast Company
October 2005
Jena McGregor |
The Art of Service Meet the winners of our second-annual Customers First Awards, the folks who really know what it takes to keep customers happy--and coming back. |
PC Magazine
August 26, 2011
Eric Griffith |
Readers' Choice Awards 2011: Tablets and Ebook Readers The Tablet and e-reader market is still pretty new, but our readers have used them long enough to find out which models stand out when it comes to reliability and quality. |
Entrepreneur
December 2006
Carol Tice |
Making a Difference If you have a passion for a cause, starting a nonprofit could be for you. |
AFP eWire
April 25, 2005 |
Nonprofit Sector is an Economic Force in Massachusetts The State's nonprofit sector generates about $50 billion in salaries, goods, services and expenditures for the state, according to a recent study. |
Financial Planning
March 1, 2007
David A. Twibell |
Helping Nonprofits Profit Small and midsize nonprofit organizations can be great clients for financial advisors, but understanding their unique needs is critical to success. |
Searcher
February 2004
Hazel Cameron |
The Nonprofit Phenomenon Internet resources for nonprofit organizations |
Job Journal
November 23, 2008
Shelly Cryer |
A New Day in the Nonprofit Sector The dynamic, evolving, and rapidly expanding nonprofit sector offers abundant career opportunities -- and plenty of jobs providing a livable salary. |
AFP eWire
November 3, 2008 |
Members Share Insights on Nonprofit CEO Salaries Readers think nonprofit CEOs are not paid too much. |
CRM
June 2012
Kelly Liyakasa |
Customer Experience Is Critical in Net Promoter Benchmarks Apple, Virgin America, JetBlue, USAA all nab high scores. |
Foundation News & Commentary
Jan/Feb 2005
Lee Draper |
Where the Money is: Tapping Overlooked Sources of Support for Nonprofits Where will the funding come from to enable nonprofits to serve more people? How can nonprofits find the capital to reorganize for greater efficiency and economies of scale or to invest in new ways to address growing social needs? |
