Richard Owen, CEO, Satmetrix

Can You Hear Me Now?

Verizon gets it.

We all understand that the wireless telecom business (and for that matter all forms of the telecoms business) is brutally competitive. Not every firm is taking the same path to address these challenges, but it’s worth reflecting on some of the lessons from Verizon’s focus on NPS.

The "bad profits" bubble?

Fans of the economists Gary Becker and Richard Posner have no doubt been glued to their blog during the current banking crisis. But one set of comments caught my eye.

All Roads Lead to NPS?

Last week in Rome, the descriptively titled “2^nd Optimising the Customer Experience Forum " featured a strong lineup of around 70 customer experience directors, who promptly turned the conference into a discussion forum for NPS in Europe. The shape of the discussion was pretty interesting as it tells us something of the state of the nation for Net Promoter.

You can't do it, we can't help!

OK, so this title is misleading. Actually, Home Depot came out on top of the rankings for the CMO council's audit of customer experience. What's interesting is what it tells you about companies that didn't do so well.