We shared the Dell case study showing the apparent association between customer recommendation and stock price with Peter Hutton of Brand Energy Research writes:
Thanks for sending me this.
Yes, I am familiar with Reichheld’s NPI. Curiously enough, I developed my own advocacy scale, with a net advocacy score, 12 years ago, before Reichheld came to [...]
Archive for the ‘Frederick Reichheld’ Category
Do Net Promoters predict stock price growth? Reaction
September 11th, 2007 — MarkMeasuring word of mouth
July 5th, 2006 — MarkHow do you measure word of mouth? The increasing importance of social networks to brands and advertisers has raised this problem very sharply in the last few weeks. Media owners, pharmaceutical companies, automotive manufacturers all need to know the same thing: how am I doing?
If a brand can establish how it is doing [...]
Case study Wal-Mart
November 3rd, 2005 — MarkAn article in the New York Times (requires free registration or use Bugmenot for a one-time password) profiles how Wal-Mart have taken on their detractors with a pro-active PR campaign, run by a number of ex political campaigners.
The PR campaign emphasises the Wal-Mart positives (good value, local employment) and looks to off-set a campaign [...]
The Net Promoters Index
October 24th, 2005 — MarkNew Communications Blogzine has published Mark Rogers’ article looking at how Market Sentinel measures corporate reputations with our “net promoters index”. Here it is:
A year ago when our new company Market Sentinel started distributing live reports on brands drawn from monitoring message boards and blogs, one of our early pitches was to [...]
Dell’s loses the connection
October 6th, 2005 — MarkDell used to have a reputation for quality, convenience and price, combined with peace of mind, thanks to their expensive, but reliable customer support. They made an emotional connection with the PC buyer.
Their recent woes are again highlighted by Business Week. This is more than a “PR” or even a “Customer Services” story. [...]