Comments on: Are customers getting in control http://www.torbenrick.eu/blog/customer-service/are-customers-getting-in-control/ Tue, 20 Jul 2010 16:16:46 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Fred Dempsterhttp://www.torbenrick.eu/blog/customer-service/are-customers-getting-in-control/comment-page-1/#comment-13 Fred Dempster Thu, 01 Oct 2009 14:02:29 +0000 http://www.torbenrick.eu/blog/?p=385#comment-13 Important topic! Fred Reichheld published "The Ultimate Question" a few years ago which introduced the NPS. Key is the much more common usage of the question "Would you recommend XYZ Company to your friends?" where a score of 9 or 10 is good, below 5 is open game for the "XYZ Company sucks" or worse.The advent of Facebook and Twitter have added math to this by making it easy to exponentially increase the spread of bad news. The fact that a number of firms have established Twitter spots is telling.Response to bad news now basically demands a company put up something on the Internet and social interactive networks. Waiting to see what Toyota does with the 3-million-plus floor mat issue just announced. Important topic! Fred Reichheld published “The Ultimate Question” a few years ago which introduced the NPS. Key is the much more common usage of the question “Would you recommend XYZ Company to your friends?” where a score of 9 or 10 is good, below 5 is open game for the “XYZ Company sucks” or worse.

The advent of Facebook and Twitter have added math to this by making it easy to exponentially increase the spread of bad news. The fact that a number of firms have established Twitter spots is telling.

Response to bad news now basically demands a company put up something on the Internet and social interactive networks. Waiting to see what Toyota does with the 3-million-plus floor mat issue just announced.

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