Member Since: 28th Nov 2015
31st Aug 2014
Has ecommerce driven a depersonalisation of business-consumer relationships?
Where I grew up, you were born into one of two fanatic tribes, it wasn’t a case of becoming a fan. Specifically, you either supported...Sales performance
9th Jan 2014
How to be one of the 10% that have Net Promoter success
Did your company check the Net Promoter box last year? Many did, which isn’t surprising; Net Promoter, and the Net Promoter Score (NPS) has...Management
27th May 2013
When disaster strikes, how do you regain customer trust?
Brands can, and do, come up against issues and crises that unfortunately can crop up at any time. How these issues are dealt with is one...Engagement
18th Jan 2010
10 lessons learned from 10 years of Net Promoter
Customer loyalty metric Net Promoter is 10 years old, its popularity enduring despite being the target of criticism from some quarters...Management