ICD INSIGHT Recommended Reading
The following articles can be accessed and downloaded from the web.
NPS - DEBATE PAPER, ICD Insight
An outline of discussions held at the Insight NPS Debate, April 2008.
THE NPS DEBATE - CAN YOU REALLY MEASURE LOYALTY WITH JUST ONE METRIC? by Liz Moody, Managing Director, ICD Insight Ltd
Proponents of the Net Promoter Score claim it can help an organisation to become more focused on improving its products, services and the overall experience of its customers. Liz Moody explores the pros and cons of NPS and the role it can play in helping clients understand and maximise the value of their own customer management strategies.
INSIGHT - MORE TO IT THAN RESEARCH by Liz Moody, Managing Director, ICD INSIGHT Ltd
Increasingly, if you want real insight, there is more to gain from getting greater depth, testing the results of analysis on the customer data you hold, and seeing whether the feedback supports your intuition regarding what the data is telling you.
ROI ON CUSTOMER SATISFACTION by Russell Biggart, Business Development Director, ICD INSIGHT Ltd
Customer feedback data, or measurement, when properly used by operations, is a great foundation of change and an invaluable means to increasing satisfaction and thereafter loyalty and relationships with customers.
CAN WE TALK? by Angi Fisher, MarketingProfs.com
THE BEST WAY TO LISTEN TO CUSTOMERS by Sherri Dorfman, MarketingProfs.com