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Net Promoter Score
Net promoter score (NPS) is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. The NPS is a proprietary instrument developed by Fred Reichheld, who owns the registered NPS trademark in conjunction with Bain & Company and Satmetrix. Its popularity and broad use have been attributed to its simplicity and transparent methodology. The NPS assumes a subdivision of respondents into "promoters" who provide ratings of 9 or 10, "passives" who provide ratings of 7 or 8, and "detractors" who provide ratings of 6 or lower. The net promoter score results from a calculation that involves subtracting the percentage of detractors from the percentage of promoters collected by the survey item. The result of the calculation is typically expressed as an integer rather than a percentage. The core ''How likely would you be to recommend...'' question i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Fred Reichheld
Fred may refer to: People * Fred (name), including a list of people and characters with the name Mononym * Fred (cartoonist) (1931–2013), pen name of Fred Othon Aristidès, French * Fred (footballer, born 1949) (1949–2022), Frederico Rodrigues de Oliveira, Brazilian * Fred (footballer, born 1979), Helbert Frederico Carreiro da Silva, Brazilian * Fred (footballer, born 1983), Frederico Chaves Guedes, Brazilian * Fred (footballer, born 1986), Frederico Burgel Xavier, Brazilian * Fred (footballer, born 1993), Frederico Rodrigues de Paula Santos, Brazilian * Fred Again (born 1993), British songwriter known as FRED Television and movies * ''Fred Claus'', a 2007 Christmas film * ''Fred'' (2014 film), a 2014 documentary film * Fred Figglehorn, a YouTube character created by Lucas Cruikshank ** ''Fred'' (franchise), a Nickelodeon media franchise ** '' Fred: The Movie'', a 2010 independent comedy film * '' Fred the Caveman'', French Teletoon production from 2002 * Fred Flintst ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Bain & Company
Bain & Company is an American management consulting company headquartered in Boston, Massachusetts. The firm provides advice to public, private, and non-profit organizations. One of the Big Three management consultancies, Bain & Company was founded in 1973 by former Group Vice President of Boston Consulting Group Bill Bain and his colleagues, including Patrick F. Graham. In the late 1970s and early 1980s, the firm grew rapidly. Bill Bain later spun off the alternative investment business into Bain Capital in 1984 and appointed Mitt Romney as its first CEO. Bain experienced several setbacks and financial troubles from 1987 to the early 1990s. Romney and Orit Gadiesh are credited with returning the firm to profitability and growth in their sequential roles as the firm's CEO and chairman respectively. In the 2000s, Bain & Company continued to expand and create additional practice areas focused on working with non-profits, technology companies, and others. It developed a substanti ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Harvard Business Review
''Harvard Business Review'' (''HBR'') is a general management magazine published by Harvard Business Publishing, a wholly owned subsidiary of Harvard University. ''HBR'' is published six times a year and is headquartered in Brighton, Massachusetts. ''HBR'' covers a wide range of topics that are relevant to various industries, management functions, and geographic locations. These include leadership, negotiation, strategy, operations, marketing, and finance. ''Harvard Business Review'' has published articles by Clayton Christensen, Peter F. Drucker, Michael E. Porter, Rosabeth Moss Kanter, John Hagel III, Thomas H. Davenport, Gary Hamel, C. K. Prahalad, Vijay Govindarajan, Robert S. Kaplan, Rita Gunther McGrath and others. Several management concepts and business terms were first given prominence in ''HBR''. ''Harvard Business Review''s worldwide English-language circulation is 250,000. HBR licenses its content for publication in thirteen languages besides English. Ba ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Integer
An integer is the number zero (), a positive natural number (, , , etc.) or a negative integer with a minus sign (−1, −2, −3, etc.). The negative numbers are the additive inverses of the corresponding positive numbers. In the language of mathematics, the set of integers is often denoted by the boldface or blackboard bold \mathbb. The set of natural numbers \mathbb is a subset of \mathbb, which in turn is a subset of the set of all rational numbers \mathbb, itself a subset of the real numbers \mathbb. Like the natural numbers, \mathbb is countably infinite. An integer may be regarded as a real number that can be written without a fractional component. For example, 21, 4, 0, and −2048 are integers, while 9.75, , and are not. The integers form the smallest group and the smallest ring containing the natural numbers. In algebraic number theory, the integers are sometimes qualified as rational integers to distinguish them from the more general algebraic integers ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Test Validity
Test validity is the extent to which a test (such as a chemical test, chemical, physical test, physical, or test (assessment), scholastic test) accuracy and precision, accurately measures what it is supposed to measure. In the fields of psychological testing and test (assessment), educational testing, "validity refers to the degree to which evidence and theory support the interpretations of test scores entailed by proposed uses of tests".American Educational Research Association, American Psychological Association, & National Council on Measurement in Education. (1999) ''Standards for educational and psychological testing''. Washington, DC: American Educational Research Association. Although classical models divided the concept into various "validities" (such as content validity, criterion validity, and construct validity),Guion, R. M. (1980). On trinitarian doctrines of validity. ''Professional Psychology, 11'', 385-398. the currently dominant view is that validity is a single unitar ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Reliability (statistics)
In statistics and psychometrics, reliability is the overall consistency of a measure. A measure is said to have a high reliability if it produces similar results under consistent conditions:"It is the characteristic of a set of test scores that relates to the amount of random error from the measurement process that might be embedded in the scores. Scores that are highly reliable are precise, reproducible, and consistent from one testing occasion to another. That is, if the testing process were repeated with a group of test takers, essentially the same results would be obtained. Various kinds of reliability coefficients, with values ranging between 0.00 (much error) and 1.00 (no error), are usually used to indicate the amount of error in the scores." For example, measurements of people's height and weight are often extremely reliable.The Marketing Accountability Standards Board (MASB) endorses this definition as part of its ongoinCommon Language: Marketing Activities and Metrics Pr ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Journal Of Marketing
The ''Journal of Marketing'' is a bimonthly scholarly journal that publishes peer-reviewed research in marketing. It is published by the American Marketing Association. Established in 1936, It is the fourth-oldest major journal covering marketing issues; the others are ''Harvard Business Review'' (1920), ''Journal of Retailing'' (1925), and ''Journal of Business'' (1928). Editors Hari Sridhar, Joe Foster ’56 Chair in Business Leadership and is Research Director of the Sales Leadership Institute at Mays Business School at Texas A&M University is Editor in Chief. He works with 3 coeditors, approximately 48 associate editors and an editorial review board to manage the journal's peer review and publication. Special issues The journal has published special issues on various topics over the years, including one on mapping the boundaries of marketing that was sponsored by the Marketing Science Institute. Awards The journal presents three article-focused honors on an annual basi ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Advocacy Index
The Advocacy Index is a telephone based customer survey technique developed by VIRTUATel Ltd to measure the loyalty of a company's customers, using a 3-point scale and was based upon the Net Promoter Score (NPS) methodology, created by Fred Reichheld. Overview The 3 point survey scale was developed as the traditional NPS survey scale of 0 to 10 was not always appropriate to be used during a telephone survey, as it is more difficult to understand aurally. In addition, telephones do not have a 10 on the keypad, so IVR systems would need to wait for a possible second digit, if the number 1 is pressed, causing delays in telephone based customer surveys. As they had experience in the area of automated customer surveys, VIRTUATel incorporated the Net Promoter survey technique for driving up-sell, cross-sell and customer retention rates but simplified the 0 to 10 score to use a simple 3 option scale to determine if the survey recipient was an Advocate, Neutral or a Non-Advocate. The Adv ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
The Loyalty Effect
''The Loyalty Effect'' is a 1996 book by Fred Reichheld of the consulting firm Bain & Company, and the book's title is also sometimes used to refer to the broader loyalty business model as a whole. Reichheld's book was exceptionally popular with marketing and customer relationship management professionals, and as such the phrase "loyalty effect" has become synonymous in some circles with the more generic concepts covered by the loyalty business model. Hughes, Arthur Middleton, "Measuring the Loyalty Effect," Direct Magazine, 1998 In 2001, Reichheld penned a sequel to the book called ''Loyalty Rules!'' and released a revised edition of the original work. References * Reichheld, Frederick F. ''The Loyalty Effect'', |
Relationship Marketing
Relationship marketing is a form of marketing developed from direct response marketing campaigns that emphasizes customer retention and satisfaction rather than sales transactions. It differentiates from other forms of marketing in that it recognises the long-term value of customer relationships and extends communication beyond intrusive advertising and sales promotional messages. With the growth of the Internet and mobile platforms, relationship marketing has continued to evolve as technology opens more collaborative and social communication channels such as tools for managing relationships with customers that go beyond demographics and customer service data collection. Relationship marketing extends to include inbound marketing, a combination of search optimization and strategic content, public relations, social media and application development. Development Relationship marketing refers to an arrangement where both the buyer and seller have an interest in a more satisfyin ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Relationship Management
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. They allow businesses to learn more about their target audiences and how to best cater for their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company. According to Gartner, the global CRM market ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
