Monthly Archives: November 2008
Net Promoter: Revolutionary Tool or Fad?
Recently there has been a lot of talk in the business community about Net Promoter which, according to the official website for the product is “a discipline by which companies profitably grow by focusing on their customers.” The Net Promoter is the subject of a book titled The Ultimate Question by Frederick F. Reichheld. In this book, Reichheld claims that the ultimate question for businesses to ask their customers is “would you recommend us to a friend/relative?” He also purports that if you ask this “ultimate question” in a regular, systematic, and timely fashion, and then track and publicize the … Continue Reading…
Polling Hits the Mark During Landmark Election
This political season will no doubt be recorded as one of the most historic in American history. The United States elected its first African-American president, Barack Obama, who defeated Republican nominee John McCain.
If McCain would have defeated Obama, the year of political firsts would still have been in play, as the Arizona Senator would have been the oldest first-term president and his running mate, Alaska Governor Sarah Palin, would have been the first female vice president.
With the election now in the rearview mirror, pundits and the public will break down every facet of the 2008 race, including the … Continue Reading…
Customer Satisfaction Approaches: One Size Does Not Fit All
Have you ever worn a “one size fits all” garment? Perhaps you have and know from personal experience that they do not really “fit” all. Or perhaps you have avoided such garments all together because you knew they would not provide the kind of fit you prefer. For some individuals such garments merely hang on them with what seems to be yards of excess fabric, making the occupant look lost. For others such garments are too tight and do not provide adequate room for movement. I assume this is why some have modified these tags to say “one size fits … Continue Reading…
The State of Casino Gaming
Employee Engagement: Leading by Example
Surveys: Do You Need an Expert?