Satisfied Customers are Like Runaway Brides

Runaway Bride

In the movie Runaway Bride, Julia Roberts plays a spirited and attractive young woman who’s afraid of being married. She’s left a trail of boyfriends whom she says she loves. Indeed, she’s left three men waiting for her in church on their wedding day (all of which are caught on tape), receiving tabloid fame and […]

Turning NPS Detractors into Promoters

AngelDevil

If you’ve been following my blog recently, you know I’ve been exploring Net Promoter Score, a system of measuring customer loyalty developed by Fred Reichheld and described in his 2006 book “The Ultimate Question.” You also know I think it’s an invaluable tool for improving your business and building client loyalty. In this post, I’d […]

Lessons from (Net) Promoters

NetPromoter

In recent posts I’ve discussed Fred Reichheld’s Net Promoter Score, as laid out in his 2006 book “The Ultimate Question.” As a digital agency founder, I’m still gaining unexpected insights from the NPS methodology, so I won’t be departing from the subject any time soon. In my previous post, I discussed lessons learned primarily from […]

What Net Promoter Taught Me About Our Company

LightBulb

In my previous post, I discussed the principles behind Fred Reichheld’s Net Promoter Score, a system of measuring client loyalty by asking a customer, on a scale of 0-10, how likely they’d be to recommend your company to a friend or colleague, and what the main reason is for their answer. My company, Ascentium, began […]

Seeking the “Why?” of Customer Loyalty

Customer Loyalty

If you want to stay in business, you have to turn your customers into fans. A good product, hard work, and earnest customer service all make for a good start, but it’s just a start. To build customer loyalty, you must be able to accurately measure each customer’s experience, then build on what you’ve done […]