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 [...]

In my opinion, The Loyalty Effect remains the definitive book written on Loyalty Marketing. Authored by Frederick Reichheld of Bain & Company in 1996, it was required reading for the team at Frequency Marketing as we completed our Loyalty Marketing “basic training”.
Reichheld postulated that in order for a business to create loyalty related shareholder value, [...]

In my opinion, The Loyalty Effect remains the definitive book written on Loyalty Marketing. Authored by Frederick Reichheld of Bain & Company in 1996, it was required reading for the team at Frequency Marketing as we completed our Loyalty Marketing “basic training”.
Reichheld postulated that in order for a business to create loyalty related shareholder value, [...]