Paul Marsden

About Dr. Paul Marsden

  • Dr. Paul Marsden, a market researcher specializing in brand advocacy and innovation, is a director at online brainstorming agency clickadvisor. Previously with Enterprise LSE, the commercial arm of the London School of Economics, Dr. Marsden led the team that validated the link between the Net Promoter Score and business performance in the UK. With more than 15 years of research experience, including work with Astra-Zeneca, Dr. Marsden co-founded online research agency Brainjuicer.com and works with leading brands including LVMH, Bacardi, Coty, Nokia, T-Mobile and Unilever. Author of Connected Marketing and a PhD in word of mouth communication, Dr. Marsden is on the advisory boards of Word of Mouth Marketing Association and the Viral and Buzz Marketing Association.

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Web 2.0 and NPS - A Marriage Made in Heaven

We've all heard of Web 2.0, the database-backed social web. But how can businesses profit from Web 2.0? Social networks, social media and other social web services - so what?

But put on your NPS Goggles and see the world from an NPS perspective, and the value of Web 2.0 becomes clear; it's all about using the Web to add to your value proposition to beat customer expectations (the key driver of NPS).

Continue reading "Web 2.0 and NPS - A Marriage Made in Heaven" »

July 07, 2008 | | Comments (2)