filed in Loyalty Futures, Measurement & Metrics on Oct.20, 2011
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, [...]
filed in Loyalty Futures, Measurement & Metrics on Oct.17, 2011
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 [...]
filed in Loyalty Futures, Measurement & Metrics on Oct.10, 2011
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 [...]
filed in JZMcBride & Assoc, Millennial Marketing, Social Media on Aug.09, 2010
Relationships are challenging. But navigating relationships in the new era of social media brings with it a whole new set of challenges (and now a whole new host of web sites.)
In the past few days, I’ve had two friends change their relationship status on Facebook to announce a new relationship that has been going on [...]
filed in Loyalty Futures, Thought Leadership on Apr.07, 2010
Neil Rogers was the original “shock jock” in South Florida radio. Not being a fan, I was in a clear minority as he stacked up top ratings year after year before retiring in 2009.
Part of Mr. Roger’s shtick was living in the gray area of FCC regulation, and he was reminded from time to time [...]
Loyalty Truth covers all aspects of Loyalty Marketing, Customer Strategy and all things Customer-Centric. The author, Bill Hanifin, has worked with top companies in virtually every consumer facing industry across North America, Europe and Latin America. His insatiable curiosity to understand how consumers make purchase decisions leads to valuable insights used by business to establish enduring brand loyalty.
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