Net Promoter

We are the first South African company to be accredited as a loyal to partner with the Net Promoter?.

And we did so because it is one of the most effective forms of marketing research that we know of. There goes beyond just market research and offers both a metric and discipline to your organisation.

Below are a series of articles on why we think it's such a cool tool.

If you have suggestions for posts we should do or information you would love to see us provide, please feel free to Contact Us and let us know.

Customer Loyalty: The Misunderstood Metric

Thumbnail image for Customer Loyalty: The Misunderstood Metric May 13, 2010

If you’re new here, you may want to become a raving fan by subscribing to my RSS feed. Thanks for popping by!
More often than not customer loyalty metrics are measuring the wrong things. They measure what the company thinks is important to the client and not really what the client is basing his decisions on.
This skew [...]

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Redefining Market Research through the Net Promoter®

April 19, 2010

Most of your customers do not really know why they buy and this is the problem with most market research.
In fact most purchases are impulsive acts and the reason a person gives after a purchase something has nothing to do with the real reason. This is how Malcolm Gladwell summed market research in his book “Blink”. [...]

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Virgin Media and the Net Promoter

March 11, 2010

The Net Promoter has been instramental in helping Virgin Media CEO Neil Berkett to get things turned around. In this short video he outlines the key learning that they have gained from using this powerful customer loyalty tool.
You can more information on this turnaround from this article tittled Virgin Media’s Impressive Customer Advocacy Turnaround by Rob [...]

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Use the golden rule to make your Customer Service shine

Thumbnail image for Use the golden rule to make your Customer Service shine February 4, 2010

Customer service is simply about how well your staff treats your customers.  World-renowned customer loyalty model, The Net Promoter®, has identified this simple golden rule: “treat customers as you want to be treated”.
Your competition knows this and they’re putting it into practice. And if all else is equal, customers will give their business to the [...]

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The 4 Behaviours that Define Customer Loyalty

Thumbnail image for The 4 Behaviours that Define Customer Loyalty January 13, 2010

Customer loyalty author and expert Fred Reicheld defines loyal customer by how they behave. He pioneered the Net Promoter®, which Jeff Immelt, CEO of General Electric describes as: “the best customer relationship metric I’ve seen”
But perhaps what really gets me going is that he has linked these four actions to your business growth. So what are [...]

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How well do you know your 3 Customer Types??

Thumbnail image for How well do you know your 3 Customer Types?? December 30, 2009

Customer Loyalty Profiling for Business Growth
Not all customers are equal. Some customers will be a lot more loyal and lot more profitable than others and have a far bigger impact on your business growth.
The key for any business is to turn the few into many by understanding and managing your customer loyalty profile. By using [...]

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How well do you know your 3 Customer Types??