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    « Enduring Success: Exploit versus Explore | Main | No Change is Good »

    October 04, 2007

    How Customers Converse with Each Other About You

    Here is a link to a blog post on Fred Reichheld's net promoter blog. The post is a conversation between Fred and his son about their experiences with banks. It is an interesting read. Imagine what the conversation would be like between a customer of yours and a prospect. The NPS metric is a good indication of what that conversation would be like without hunting down proof of an actual conversation.

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    Comments

    Michael A. Duff

    Hello John,
    This article reminds me of a book title about a quote the late Richard J Daley made "We don’t want nobody, nobody sent" (The Daley Years by Milton L. Rakove).

    We live in a time where information is easily obtained on the web about a company product or a service we require, I use, a four step process to help me make a decision:

    #1 Use the web to find the information you are looking for.
    #2 Compare information on competitive products or services.
    #3 Contact vendor for time, delivery and price.
    #4 I believe four is the most important step that is required.
    #4a Find a satisfied user or even better, a dissatisfied user.
    #4b If you belong to a forum ask for information about what you need.
    Experience and word of mouth is still the best advertising there is.
    "Opportunity is missed by most people because it is dressed in overalls and looks like work." -- Thomas A. Edison
    Duff

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