Archive for April, 2010

Net Promoter Hype vs. Reality

By Steve Bernstein - Last updated: Tuesday, April 27, 2010

I recently wrote about Peer 1’s customer success challenge to their hosting industry competitors. Their call has been answered, and the ante was raised in the process with “better” scores. Interestingly, this competitor was also proud of their response rates – a step in the right direction, but if you’ve been reading this blog you […]

Customer Intimacy Creates ROI

By Steve Bernstein - Last updated: Tuesday, April 20, 2010

While a growing number of B2B and B2C Marketing organizations publish their Net Promoter scores as a potential differentiator, I’m wondering why Marketing departments have been slow to embrace Net Promoter Score as a Key Performance Indicator. If you been reading this blog you’ve seen our discussions around leveraging your customers as an asset, and […]

Competing on Customer Success

By Steve Bernstein - Last updated: Wednesday, April 14, 2010

In a bold and potentially controversial move, Peer 1 Hosting has issued a challenge to all other hosting providers to publish their Net Promoter Scores.  As many businesses can become commodities over time, simply providing products and services is not sufficient.  And Peer 1 has recognized that their primary mission must be around helping customers […]

NPS is dead… long live Net Promoter!

By Steve Bernstein - Last updated: Friday, April 9, 2010

The silent majority is very often an ignored asset for most companies.  I’ll explain:  Those that are familiar with Net Promoter (or NPS) tend to think of the 3 customer segments that Net Promoter explicitly discusses – Promoters, Passives, and Detractors.  But in reality there are 4 segments. One of our SaaS clients has been […]