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Joseph's Blog

Tag Archives: Net Promoter Score

{Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

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Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Tweet I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 […]

It’s Time for Truth – Measure It/Reward It

Tweet It goes without saying (but I will say it anyway) what gets measured gets attention! What gets measured and rewarded gets done! I state this seemingly obvious truth because I continue to be brought into organizations that talk about customer centricity but that lack customer engagement metrics and in no way link rewards to […]

Customer Connections by the Facts Not by Total Nonsense

Tweet While researching the book I just completed about elevating the “patient experience” in healthcare, I encountered a powerful quote about the “lemming mentality” of business leadership. In their book entitled “Hard Facts, Dangerous Half-Truths and Total Nonsense,” Jeffrey Pfeffer and Robert Sutton note, “Business decisions, as many of our colleagues in business and your […]