How Can Similarly Devastating Fiascos Have Such Different Impact On Customer Loyalty For BP, Toyota?

Two articles were published on the same day last week, which offered an amazing contrast between two companies that have been in the news over the last three months for the wrong kind of reason: Bad press. And in both cases, you know I’m talking about really bad press. The contrast was not so much [...]

Implementation More Than Measurement Key To Success For Customer Satisfaction Programs

For the past few years, I have had the opportunity to lecture to MBA students at the University of Michigan’s Ross School of Business about how companies use Customer Satisfaction measurement programs – and what distinguishes those who get a high return on their investment in Customer Satisfaction from those who don’t. Much has been [...]

Don’t Be Misled By NPS’ Simplistic Approach

I came across yet another article today (“Customer Advocacy and Net Promoter Score”, http://www.familyandhomelife.com/2009/12/02/customer-advocacy-and-net-promoter-score/) promoting the benefits and superiority of NPS over other customer metrics – this time, Customer “Loyalty”. In this article, the author describes “Loyalty” as “Retention”, the first of many – shall I call them “mistakes”? – appearing in the article. Interestingly [...]