Confronted with the gaming of his original NPS, the concept’s founder Robert Reichheld is now advocating that it be paired with a new metric: earned growth rate. However, will this new tool work? Can most firms readily calculate their EGR?
Now into its second decade, the survey by leading Australian B2B marketing agency Green Hat shows that marketers are achieving only slow progress in digitising and driving commercial outcomes.
Marketing has long been a lightweight player in too many old-school Boardrooms, dominated by people with finance and legal backgrounds. As it is not regarded as mission critical, Marketing’s Opex budget profile is typically the first to receive a haircut when challenging times are experienced as they are now. Growth Colony’s Shahin Hoda and I explore what Marketers should be doing to better engage, communicate the customer first imperative and earn commercial credibility in our robust podcast conversation.
Tesla has recorded its fourth profitable quarter in succession, demonstrating the strength of its disruptive mission.
Make your customer sentiment surveys better, don’t scale them back; and ask “is there anything we could have done to make your experience more exceptional?” Great insight from Net Promoter System creator Fred Reichheld.
Marketing today is the key to customer success. This mission has never been more significant and more challenging. Today we…
Legacy companies are continuing to defy “digital gravity”. Leading advisory firms McKinsey, KPMG and Egon Zehnder say few companies have adapted to meet new-generation competition or engaged in digital transformations at scale.
The Guardian’s Three Little Pigs campaign is even more relevant today than it was when it was launched back in 2012.
The big three B2B organic growth drivers today are personalization, ease and speed according to the Customer Experience consultancy Walker. Walker…
Digital transformation is a priority for all manufacturers, after growth and market share expansion, according to research firm IDC, yet…