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	<title>David Mitzenmacher</title>
	<link>http://www.davemitz.com</link>
	<description>Customer Loyalty and Employee Engagement</description>
	<lastBuildDate>Wed, 08 Feb 2012 19:48:56 +0000</lastBuildDate>
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		<title>7,960 Footsteps: A Measure of Loyalty</title>
		<description><![CDATA[Customer experience professionals look at loyalty using a broad assortment of metrics. We measure Net Promoter Score, Retention Rate, WOM Mentions, Share of Wallet, Customer Lifetime Value, and countless other indicators that help us to better understand the level of loyalty our customers have towards our companies. But what about counting footsteps? I recently attended <a href="http://www.davemitz.com/2012/02/08/7960-footsteps-a-measure-of-loyalty/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2012/02/08/7960-footsteps-a-measure-of-loyalty/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=7960-footsteps-a-measure-of-loyalty</link>
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		<title>Net Promoter: The Right Tool for the Job</title>
		<description><![CDATA[This past weekend I was lucky enough to have a few spare moments to spend in my garage workshop. I spend most of my time during the week working on strategic initiatives, so it’s a nice change of pace to run a hand plane across a piece of wood and see immediate, tangible results. As <a href="http://www.davemitz.com/2012/01/26/net-promoter-the-right-tool-for-the-job/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2012/01/26/net-promoter-the-right-tool-for-the-job/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=net-promoter-the-right-tool-for-the-job</link>
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		<title>The Net Promoter System on a Napkin</title>
		<description><![CDATA[Therefore, since brevity is the soul of wit, And tediousness the limbs and outward flourishes, I will be brief - William Shakespeare, Hamlet If brevity is the soul of wit, then simplicity is the soul of inspiring others. It has been my experience that creating a customer-centric revolution within an organization requires the ability to <a href="http://www.davemitz.com/2012/01/25/the-net-promoter-system-on-a-napkin/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2012/01/25/the-net-promoter-system-on-a-napkin/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=the-net-promoter-system-on-a-napkin</link>
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		<title>Net Promoter: Are You Playing Not to Lose?</title>
		<description><![CDATA[Many Net Promoter programs "play not to lose" by only focusing on decreasing Detractors. You can amass and energize an army of Promoters by including Promoters in your closed loop, creating special benefits for Promoters, sparking referrals, and performing Promoter-focused analytic.]]></description>
		<link>http://www.davemitz.com/2012/01/16/net-promoter-are-you-playing-not-to-lose/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=net-promoter-are-you-playing-not-to-lose</link>
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		<title>Accounting for Customer Experience</title>
		<description><![CDATA[A recent report by the Temkin Group found that only 17% of respondents believed that the executives at their company regularly prioritize long-term customer loyalty over short-term financial results. (Full report available here) There are plenty of reasons why companies get stuck in short-term thinking, including competing priorities, pressure from investors to deliver quarterly results, and <a href="http://www.davemitz.com/2012/01/11/accounting-for-customer-experience/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2012/01/11/accounting-for-customer-experience/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=accounting-for-customer-experience</link>
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		<title>Elements of a Successful Net Promoter Survey Invitation</title>
		<description><![CDATA[One of the keys to success for your Net Promoter Score program is generating a high response rate. Unlike many other customer feedback frameworks, Net Promoter is designed to emulate a census, with target response rates of 50% of more. The are many factors that contribute to your overall response rate, one of which is <a href="http://www.davemitz.com/2011/06/16/elements-of-a-successful-net-promoter-survey-invitation/" class="more-link">More &#62;</a>]]></description>
		<link>http://www.davemitz.com/2011/06/16/elements-of-a-successful-net-promoter-survey-invitation/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=elements-of-a-successful-net-promoter-survey-invitation</link>
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		<title>3 Easy Steps to Calculating Net Promoter Score</title>
		<description><![CDATA[A simple illustration that explains how to calculate your Net Promoter Score.]]></description>
		<link>http://www.davemitz.com/2011/04/16/3-easy-steps-to-calculating-net-promoter-score/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=3-easy-steps-to-calculating-net-promoter-score</link>
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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, <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/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=calculating-net-promoter-score-with-microsoft-excel</link>
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		<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 <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/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=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 <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/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=a-tale-of-bad-profits</link>
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