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Change Marketing, Yes We Can (presentation)

by: Alain ThysI don't know about you, but for years now I've had the feeling there's something wrong in the land of marketing.  After all, we all read that the world has changed. That media consumption...

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Net Promoter® System

Futurelab associates have worked on some of the world's largest Net Promoter projects in Europe, Asia and North America.  They learned the Net Promoter Score (NPS)® practice in the trenches.  Many have...

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MarCamp 2011

MarCamp 2011 is a high-intensity, one day update on the latest thinking, tools and techniques in the land of marketing.read more

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Net Promoter™

Net Promoter™ is a pragmatic, yet highly effective framework for listening to what really matters to your customers and acting on this knowledge in a financially responsible way. Since 2006, our...

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Satmetrix

Satmetrix, the Net Promoter® Company, delivers customer experience programs that increase retention, repurchase and referrals.Satmetrixread more

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Introducing the #ChangeMarketing Lab

If you read this blog on a regular basis, you are probably receptive to the idea that marketing needs to “reboot” itself. Whether driven by the initiative of a visionary and focused CMO, or the – not...

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Net Promoter® Quickchecks

We immerse ourselves in your Net Promoter reality and within 15-30 days provide recommendations to improve the success rate of your initiatives. read more

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The Net Promoter(r) System

An ever increasing number of companies are implementing the Net Promoter System as a method for driving customer-centricity.  But even though the NPS approach appears seductively simple, it requires...

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NPS Across Borders

Implementing a Net Promoter programme in a European or global context has a set of peculiar complexities which go beyond cultural differences.Different country management teams may different commercial...

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NPS Benchmarks (B2C)

With the NPS benchmark, we offer you a 45 day, fixed budget process to identify competitive threats and opportunities in your industry.Using a combination of informal meetings, panel-surveys,...

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Five Questions with Rob Markey

Later this month September, Fred Reichheld and Rob Markey are launching their new book The Ultimate Question 2.0, a sequel to the earlier bestseller that brought us the Net Promoter Score and the...

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Just One Last Question: Four Ways Columbo and the Net Promoter Score Are Alike…

Guest Post by: Adam Dorrell15 September 1971: 40 years ago tonight Peter Falk starred for the first time as the rather crumpled TV detective Columbo (and that first episode was directed by Steven...

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Barriers to Customer Centricity (Presentation)

Earlier this month I had the honour of being affectionately introduced as the "warm-up act" for Fred Reichheld during an NPS masterclass he gave together in the Netherlands.   As Fred mainly focused on...

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Baseball Stats and CX Metrics (No, It's Not a Moneyball Story!)

The other night, I was reading my local version of the Auto Club's Westways magazine. One of the articles was an interview with the Angels' new player, Albert Pujols. What could Albert Pujols possibly...

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First German language NPS conference and certification

If you're into NPS and happen to be in the area of Düsseldorf on September 3, you may want to participate in Germany's first Net Promoter conference. It is organised by the NPS-Thinktank, a joint...

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