Comments on: How Net Promoter Score (NPS) Can Differentiate Your Search Marketing Agency http://www.searchenginejournal.com/how-net-promoter-score-nps-can-differentiate-your-search-marketing-agency/7344/ Wed, 15 Feb 2012 00:21:59 +0000 hourly 1 http://wordpress.org/?v= By: Andrea Spaventa http://www.searchenginejournal.com/how-net-promoter-score-nps-can-differentiate-your-search-marketing-agency/7344/comment-page-1/#comment-1082889 Andrea Spaventa Tue, 22 Jul 2008 14:45:18 +0000 http://www.searchenginejournal.com/how-net-promoter-score-nps-can-differentiate-your-search-marketing-agency/7344/#comment-1082889 Ken, Great article. I got excited when I saw "NPS" in the title of your post becuase we use NPS as a measure of quality already, but still not many consumers understand or recognize what NPS is. I hope this trend will change, seeing that big companies like eBay and Amazon use it. Thanks for this post on an under-recognized and under-utilized tool! All companies should be held accountable to such a standard. Ken,

Great article. I got excited when I saw “NPS” in the title of your post becuase we use NPS as a measure of quality already, but still not many consumers understand or recognize what NPS is. I hope this trend will change, seeing that big companies like eBay and Amazon use it. Thanks for this post on an under-recognized and under-utilized tool! All companies should be held accountable to such a standard.

]]> By: Aaron Goldman http://www.searchenginejournal.com/how-net-promoter-score-nps-can-differentiate-your-search-marketing-agency/7344/comment-page-1/#comment-1082836 Aaron Goldman Mon, 21 Jul 2008 18:26:53 +0000 http://www.searchenginejournal.com/how-net-promoter-score-nps-can-differentiate-your-search-marketing-agency/7344/#comment-1082836 Ken - at <a href="http://resolutionmedia.com" rel="nofollow">Resolution Media</a>, we've been using NPS as a measurement of client satisfaction for over a year. Our entire management team has read Reichfeld's book and we definitely subscribe to his theory. We've gone beyond merely asking our clients the ultimate question, though. We've committed ourselves to improving our performance against this metric and that approach pervades our org structure, processes, and even comp. plans. You point out that you’re surprised that you hadn’t heard of any search firms using NPS “given the metrics-focused culture of search.” You’re forgetting that search firms are used to managing thousands of data points for clients and being accountable for myriad KPI's. As a result, rallying their company around just one metric is a challenge. In that sense, many search firms are prone to lose the forest for the trees. At Resolution Media, we’ve made a concerted effort not to do that and we think NPS is one way of ensuring that doesn’t happen. Cheers, Aaron Ken – at Resolution Media, we’ve been using NPS as a measurement of client satisfaction for over a year. Our entire management team has read Reichfeld’s book and we definitely subscribe to his theory. We’ve gone beyond merely asking our clients the ultimate question, though. We’ve committed ourselves to improving our performance against this metric and that approach pervades our org structure, processes, and even comp. plans.

You point out that you’re surprised that you hadn’t heard of any search firms using NPS “given the metrics-focused culture of search.” You’re forgetting that search firms are used to managing thousands of data points for clients and being accountable for myriad KPI’s. As a result, rallying their company around just one metric is a challenge. In that sense, many search firms are prone to lose the forest for the trees. At Resolution Media, we’ve made a concerted effort not to do that and we think NPS is one way of ensuring that doesn’t happen.

Cheers,
Aaron

]]> By: Trezora - Fashion Glass Jewelry http://www.searchenginejournal.com/how-net-promoter-score-nps-can-differentiate-your-search-marketing-agency/7344/comment-page-1/#comment-1082830 Trezora - Fashion Glass Jewelry Mon, 21 Jul 2008 15:42:53 +0000 http://www.searchenginejournal.com/how-net-promoter-score-nps-can-differentiate-your-search-marketing-agency/7344/#comment-1082830 I'm reading the Eisenbergs "Waiting for you cat to bark" and this line in the book resonated with me: "Loyalty is a far more accurate measure of how a business is performing." Seems like the NPS is a way to quantify that sentiment. Mendy I’m reading the Eisenbergs “Waiting for you cat to bark” and this line in the book resonated with me: “Loyalty is a far more accurate measure of how a business is performing.” Seems like the NPS is a way to quantify that sentiment.

Mendy

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