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 [...]

I don’t normally post on current news releases. There are other sites with more resources to gather and report on current day happenings and I try to stick to broader trends or specific program reviews. The news today, however, calls for an exception.
American Express announced the acquisition of Loyalty Partner today and the coalition [...]

I don’t normally post on current news releases. There are other sites with more resources to gather and report on current day happenings and I try to stick to broader trends or specific program reviews. The news today, however, calls for an exception.
American Express announced the acquisition of Loyalty Partner today and the coalition [...]

Relationship Banking is a term that has been around since the 80’s. In its first use, it described a holistic level of service that branch personnel could deliver to customers by having the entire bank relationship on their computer screen.
Gone were the days of reviewing daily overdraft reports and making subjective decisions about whose items [...]

In the beginning, there was Air Miles. Actually, according to history, it was three men in a room that started Air Miles.
According to Air Miles corporate history, Keith Mills wasn’t one of those three guys, but somehow later it was Sir Keith Mills that sowed the seeds of the Air Miles brand and business model [...]

In the beginning, there was Air Miles. Actually, according to history, it was three men in a room that started Air Miles.
According to Air Miles corporate history, Keith Mills wasn’t one of those three guys, but somehow later it was Sir Keith Mills that sowed the seeds of the Air Miles brand and business model [...]