Comments on: The ultimate question (in business, that is)

By: Business Cash Back

Business Cash Back — Tue, 30 Jun 2009 12:11:02 +0000

We've known for a long time that loyal customers are required to drive the success of any business. And while much has been written on how to create loyalty, very little has been written on how to measure it.

A new book by best selling loyalty expert Fred Reichheld, “The Ultimate Question” shows how to turn customers into promoters who generate good profits and true, sustainable growth. The key: one simple question – “Would you recommend us to a friend?” – that allows companies to track promoters and detractors and produces a clear measure of an organization's performance through its customers' eyes.

We've made it easy for QuestionPro customers to put this methodology to work with our new “Ultimate Question” feature. This type of analysis maps directly to the recommendations put forth in the book. If you haven't read the book, we suggest you do. It's a quick, but comprehensive look at the impact that customers have on the health of your business.

By: Business Cash Back

Business Cash Back — Tue, 30 Jun 2009 08:11:02 +0000

By: Business Opportunities UK

Business Opportunities UK — Tue, 30 Jun 2009 08:04:18 +0000

The Ultimate Question is about a simple, yet all-encompassing insight: The best way to build a successful business is to have loyal customers, and the best way to measure loyalty is by the proportion of customers who will recommend you to others.
The Ultimate Question is simple: “How likely is it that you would recommend this company to a friend or colleague?”
Based on the answer to that question, you can divide your customer base into three groups: Promoters (who act as evangelists for your company), Passives, and Detractors (who feel like they are trapped in a bad relationship).
The Net Promoter Score (NPS) is calculated by subtracting the % of Detractors from the % of Promoters.

By: Phanfare Blog: Andrew Erlichson » Phanfare survey results

Phanfare Blog: Andrew Erlichson » Phanfare survey results — Tue, 19 May 2009 18:35:49 +0000

[...] Phanfare to a friend or colleague? This is the net promoter question and we have been asking it for nearly 5 years now. So we have some important longitudinal data. Our net promoter score right now is 52%. That is [...]

By: Alisha D Herron

Alisha D Herron — Wed, 04 Feb 2009 03:14:08 +0000

nice article! nice site. you're in my rss feed now
keep it up

By: Jacques

Jacques — Sun, 27 May 2007 16:07:57 +0000

I am in demo mode right now and will be signing on very soon. How do I give credit to another user for my subscribing to your services?

By: Mihael

Mihael — Fri, 02 Mar 2007 17:43:22 +0000

Thanks, very interesting and the helpful information

By: Andrew Erlichson

Andrew Erlichson — Sun, 18 Feb 2007 06:08:42 +0000

Shaun,
We do have a small logo on the bottom of web albums that clicks through to our website. It is removable as well. Maybe you removed it? We feel that as a paying customer, you should not have to be a permanent =billboard advertising Phanfare. The subtle branding along with a few out-of-band questions to you should set your friends on their way.

Personally, I hate it when car dealerships put license plate holders on my new car advertising their dealership in a loud way, or stick excessive branding on the back of the car. It is a fine line. I don’t certainly don’t mind brands in general and don’t scratch the apple logo off my ipod. But I don’t affix the apple stickers that used to come with the computer to my tailgate either.

By: Shaun Pond

Shaun Pond — Fri, 16 Feb 2007 17:09:22 +0000

A question/suggestion about translating positive word of mouth into growth:

I get a fair number of questions from folks who’ve looked at my albums and ask how/where they can get one. So I’ve recently placed a text reference to http://www.phanfare.com in my table of contents to help answer these kind of queries.

But that’s pretty inconvenient. Is there/could there be a Phanfare bug that I could choose to place somewhere in/on my albums so that interested parties could click through to find out more about Phanfare’s services?

I’m NOT talking about some large obnoxious banner with dancing Dick Cheney targets, blinking lights and cheesy music.

But a discretely sized thing (perhaps like the RSS bug already on the table of contents page) might help potential customers find Phanfare.

I know and appreciate that one of Phanfare’s differentiators is that it doesn’t require customers to show ads on their album pages, but providing an option for customers to easily point friends to further info about Phanfare is, I think, a different thing.

Regards.

By: mark baker

mark baker — Mon, 18 Dec 2006 18:15:24 +0000

Thanks for sharing this. As a follower of Reichheld’s work I can assure you it is very useful and informative. His earlier work is equally as good.

You reinforce my perspective on Phanfare. I feel that a) I feel good about paying for a service that is simple and effective. b) Because I pay for it, I value it and believe it will be around for a while.

Thanks.

By: The ultimate question (in business, that is) :: Newstack

The ultimate question (in business, that is) :: Newstack — Sat, 02 Dec 2006 10:17:51 +0000

[...] Read more: here [...]

By: Amy Madsen

Amy Madsen — Wed, 29 Nov 2006 21:03:44 +0000

Good blog! We enjoyed reading about your success with Net Promoter. We added a link to this blog to the “Who Is Using Net Promoter?” discussion forum. It is located in a discussion topic called “Companies Using NPS.”

If it’s OK by you, I am including a link to the Net Promoter discussion forums:

http://netpromoter.groupee.net/eve/forums/a/cfrm/f/9631073251

Indeed, perhaps one of your customers will submit a “good profit” story on you!

Regards,
Amy Madsen
Net Promoter Project Manager