Marketing Research Happenings

Customer Care Measurement & Consulting : How The Net Promoter Score (NPS) Is Like Global Warming Why Omnibus Customer Experience Metrics Can Breed The Unintended Consequence Of Inaction by Goodman, Broetzmann, Adam Alter, Assistant Professor of Marketing & Psychology at NYU’s Stern School of Business, recently opined that global warming is a perfect storm of “threat-by-stealth” . He notes that, despite the overwhelming agreement among experts that humans contribute to global warming and its apocalyptic impact, it very often remains a “political afterthought.” Summarizing his theory about the psychology of ignoring such a super-threat, Alter suggests that global warming’s “murky consequences aren’t vivid enough to impress our distracted brains.” And so it is with many omnibus corporate customer experience metrics like the Net Promoter Score (NPS).
Customer Care Measurement & Consulting : Employee Surveys - Don't Throw the Baby Out With the Bathwater by Goodman, Broetzmann, and Nardin It's time to rethink the employee experience as meaningful work and internal service frustrations. Instead of retiring employee surveys, do them right and execute them well.