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 [...]

Fred Reichheld may have asked the Ultimate Question, but few seem to have “just one answer” to the question.
Napoleon Hill was quoted as saying that  ”Lack of loyalty is one of the major causes of failure in every walk of life.”
I tend to agree.
In business and in life, if you show sincere concern for another [...]

“While not every business needs a Loyalty Program, every business does need a well planned and executed Customer Strategy.” This is one of the loyalty mantras that I share on Hanifin Loyalty and the statement represents a guiding light on the path to innovation in the next wave of Loyalty Marketing.
For some businesses, building a [...]

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, [...]