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	<title>David Mitzenmacher</title>
	<link>http://www.davemitz.com</link>
	<description>Customer Loyalty and Employee Engagement</description>
	<lastBuildDate>Wed, 09 Jun 2010 21:04:27 +0000</lastBuildDate>
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		<title>Calculating Net Promoter Score with Microsoft Excel</title>
		<description><![CDATA[If your Microsoft Excel kung-fu is a little rusty, calculating your Net Promoter Score can seem intimidating. But worry not … it’s a lot easier than you might think!
Let’s say you have an Excel spreadsheet containing all of your survey responses. Each row in your spreadsheet contains a unique response. To make things easy, let’s <a href="http://www.davemitz.com/2010/06/09/calculating-net-promoter-score-with-microsoft-excel/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2010/06/09/calculating-net-promoter-score-with-microsoft-excel/</link>
			</item>
	<item>
		<title>What is Net Promoter?</title>
		<description><![CDATA[What is Net Promoter?
Net Promoter is a methodology for measuring customer loyalty. It was developed jointly by Fred Reichheld, Bain Consulting and Satmetrix. Net Promoter was first introduced by Reichheld in an HBR article entitled &#8220;The One Number You Need to Grow&#8220;, and was later the topic of his book &#8220;The Ultimate Question&#8220;.
At the heart <a href="http://www.davemitz.com/2010/06/09/what-is-net-promoter/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2010/06/09/what-is-net-promoter/</link>
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		<title>A Tale of Bad Profits</title>
		<description><![CDATA[In his book The Ultimate Question: Driving Good Profits and True Growth, Fred Reichheld introduced the concept of Bad Profits as such:
Too many companies are addicted to bad profits—profits that come at customers’ expense and drain the value out of customer relationships. Whenever a customer feels misled, mistreated, ignored, or coerced, then profits from that <a href="http://www.davemitz.com/2010/05/15/a-tale-of-bad-profits/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2010/05/15/a-tale-of-bad-profits/</link>
			</item>
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		<title>How Marriott made me a rabid Promoter for the price of a bottle of water</title>
		<description><![CDATA[I am, as they say in customer loyalty circles, a Promoter of the Marriott chain of hotels.
Last year alone I spent over 60 nights in Marriott hotels, enough to earn my gold status for the next two years. I’ve referred countless friends and colleagues to various Marriott locations. I even set up a corporate rate <a href="http://www.davemitz.com/2010/05/11/how-marriott-made-me-a-rabid-promoter-for-the-price-of-a-bottle-of-water/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2010/05/11/how-marriott-made-me-a-rabid-promoter-for-the-price-of-a-bottle-of-water/</link>
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		<title>The Role of Human Resources in Creating a Customer-centric Culture</title>
		<description><![CDATA[Through professional networking, past work experience, and happenstance, I&#8217;ve met many leaders who serve as their company&#8217;s top-ranking executive focused on customers. When asked about their priorities, creating a customer-centric culture is almost always at or near the top of the list.
I like to follow up with a simple question. &#8220;Do you have any formal <a href="http://www.davemitz.com/2010/05/10/the-role-of-human-resources-in-creating-a-customer-centric-culture/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2010/05/10/the-role-of-human-resources-in-creating-a-customer-centric-culture/</link>
			</item>
	<item>
		<title>Defining the role of the Chief Customer Officer</title>
		<description><![CDATA[I&#8217;m sometimes envious of my mailman, Steve. Now, don&#8217;t get me wrong &#8211; I have absolutely no desire whatsoever to drive around delivering the mail all day. By almost every measure, my job is infinitely cushier than that of the average postal carrier. I&#8217;m not outside in rain or sleet or dark of night carrying <a href="http://www.davemitz.com/2010/05/09/defining-the-role-of-the-chief-customer-officer/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2010/05/09/defining-the-role-of-the-chief-customer-officer/</link>
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