Background In a highly competitive, resource-constrained industry, the U.S. division of a multinational manufacturing company (the Client) faced a significant challenge. With market share dominated by a few, large established players and limited new opportunities for growth, the Client recognized that traditional sales strategies wouldn’t yield the impact they needed. Playing the game of the …
Customer loyalty and satisfaction are critical to business success, but measuring these important metrics can be a challenge. Since its introduction in 2003, the Net Promoter Score (NPS) has become a widely used tool to assess the likelihood that a customer would recommend a company to others. Its simplicity—a quick 1-3 question survey—makes it appealing, …
Is NPS Enough? Rethinking How We Measure Customer Relationships Read More »
While the very idea runs counter to just about every instinct in a business owner’s mind, the fact is that it is entirely possible to have too many customers, particularly if they are the wrong kind of customers. And not simply customers who are a bad fit for your products or services – those that …
