Good Customer Experience. Good Profits.
by Craig Barnes on Monday, June 23rd, 2008 | No Comments
In Fred Reichheld’s book, “The Ultimate Question”, he outlines why companies need to achieve good profits. Not just profits, but profits based on positive customer experiences.
He and his colleagues at Bain developed the “net promoter” formula that measures not only loyalty, but whether a customer is likely to refer to you a friend.
Sounds elementary, but many companies seem to struggle with delivering their brand promise in a manner that motivates customers to share their positive encounters.
Here is a podcast from the Word of Mouth Marketing Association featuring an interview with Mr. Reichheld. womma_wombat_interview_fredreichheld_2005_12_09
How likely are your customers to refer you to a friend?
