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June 2007 Newsletter |
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eZines: May 2007 > June 2007 > July 2007 Dear Clients, We have had some great feedback on the articles that we published in last month’s Customer Focus Times. Thank you for the feedback, it always inspires us to seek out more interesting articles and information on Customer Experience Management and CRM! The Two Birds with One Stone strategic logic is resonating well and we are in the process of being engaged by a number of organisations to help them inject this into their company DNA. Stay tuned for updates! Last month I said that we will bring you more about some of the work that we have done with Jade Software Corporation, Fuji Xerox New Zealand and Crop & Food Research. A couple of case studies are currently being prepared and we hope to bring you these from next month. This month's edition includes:
Kind regards Managing Director Net Promoter Score – what is it?The buzz is building around Net Promoter Score - the percentage of Promoters minus the percentage of Detractors for the question “Would you recommend us?” Although we at SRD Group place a great deal of value in the question “Would you recommend us?” as an indicator for growth, we also firmly believe there are other questions that need to be asked in order to improve and manage the customer experience. As we think Net Promoter Score is important though, here is some more information. Top of Mind: Let's 'Operationalize' The Brand PromiseWe all know that an effective advertising campaign will drive consumers to your door. Once there, all future purchase behavior is based solely on the efficacy of that experience. It's easy to make promises. It's much harder to deliver on them. Read more here... The Break UpWhilst researching content for this months Customer Focus Times we came across this brilliant video produced by a marketing manager at Microsoft to help communicate the current state of the relationship between advertisers and consumers. See this video clip here... The Last WordIt seems that the jury is in, Customer Experience Management is very important. Leaders agree, “We need to develop our customer experience strategy!”It’s true, organisations do need to first do research and strategize about customer experience, develop their initiatives … they then need to implement it! Developing a strategy and/or initiative is one thing, implementing is another… it’s often harder! Implementing is where the rubber hits the road, where the proof is in the pudding… it’s where actions speak louder than words! Once agreed… Nike springs to mind ... Just do it! |
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