I’ve been re-thinking the truth that some of your customers will inevitably be much more valuable to you than others, and your marketing investment would be much more productive if you knew who they were. Sharing my concerns in this post..
You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why:
I know a lot has been said about Net Promoter Score (NPS), and I’m not in this world to judge anyone who’s working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though. Unfortunately the Net Promoter Score is not working for me right now. And here’s why:
I found a new Dutch initiative to measure a Company’s Customer Performance: The Dutch Customer Performance Index (DCPI) (Dutch only) – a new objective and validated index for measurement of […]
After some posts on Social CRM I feel it is time to write about one of my favorite topics. I wrote about metrics in the Customer world before. Most of […]
KPI’s should be about understanding what you need to improve to be better at meeting your Customer’s needs and desires. Designing a measurement framework, the metrics that go with that, […]