Amid the overwhelming flow of information in our digital world, there are a few keepers. Chris Brogan is one of them. I don’t know him personally, don’t have any affiliate relationship with him, and am not trying to get him to follow me on Twitter. I just like to read his stuff.
Chris wrote about his [...]

In the final part of our Three Part interview series with Rob Markey, Bain & Company, we share insights from Mr. Markey on how to better execute surveys, whether to introduce incentives to improve survey responses, and get his opinions on whether NPS or other metrics will eventually influence share prices on public exchanges.
Oh yes, [...]

My interview with Rob Markey about the new book, The Ultimate Question 2.0 “How Net Promoter Companies Thrive in a Customer-Driven World”, continues today with a closer look at how the “score” has evolved into a “system”.
The book includes a number of case studies ranging from Charles Schwab to Apple Retail to The Progressive Group [...]

In a previous post I mentioned that I was the beneficiary of a serendipitous moment in which I was given the opportunity to interview Rob Markey, a partner in Bain & Company’s New York Office and head of the firm’s global Customer Strategy and Marketing practice.
The topic was a new book, The Ultimate Question 2.0 [...]

Sometimes you work really hard for a small break. Other times serendipity shows its face and good things fall into your lap.
I’ve been lucky over the past month. First, I had the opportunity to interview Rob Markey, co-author with Fred Reichheld of The Ultimate Question 2.0, an update of the first version of the book [...]

Breakage is the classic crutch of loyalty marketing financial models. As I mentioned here in a recent post, attitudes towards breakage are changing, both from perspective of the loyalty supplier community and consumers.
Brands aren’t missing the boat on breakage, in fact recent moves by Delta Airlines and Points.com over the past two weeks signal additional [...]

Cartera Commerce, until recently known as Mall Networks, and Vesdia, long ago known as Baby Mint, have announced a merger that will change the supplier side of the merchant funded loyalty landscape.
Or will it?
Like my reported allergy to penicillin, someone told me long ago that there was no such thing as an original idea. I’m [...]

Cartera Commerce, until recently known as Mall Networks, and Vesdia, long ago known as Baby Mint, have announced a merger that will change the supplier side of the merchant funded loyalty landscape.
Or will it?
Like my reported allergy to penicillin, someone told me long ago that there was no such thing as an original idea. I’m [...]

What do chocolate, red wine, credit cards and the internet have in common?
Each offers benefits or represents risks for human beings. And, if you read the results of consumer research on a regular basis, you’ll find that each fills the role of hero and villain depending on which survey results you read.
If you follow nutritional [...]

What do chocolate, red wine, credit cards and the internet have in common?
Each offers benefits or represents risks for human beings. And, if you read the results of consumer research on a regular basis, you’ll find that each fills the role of hero and villain depending on which survey results you read.
If you follow nutritional [...]