tag:blogger.com,1999:blog-2855702741602123705.post2634783617744115466..comments2023-10-12T03:01:51.799-07:00Comments on RRW Consulting's Direct Marketing Blog: Marketing Database Facilitates Customer LoyaltySuzanne Ortizhttp://www.blogger.com/profile/02454692691964469323noreply@blogger.comBlogger6125tag:blogger.com,1999:blog-2855702741602123705.post-74129167007234628562009-03-28T03:40:00.000-07:002009-03-28T03:40:00.000-07:00The process that the organization uses to ensure r...The process that the organization uses to ensure repeat business/usage of its products/services on an ongoing basisAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-2855702741602123705.post-41446099302913354092007-10-01T15:52:00.000-07:002007-10-01T15:52:00.000-07:00Thanks, Amy for the links. I will definitely spen...Thanks, Amy for the links. I will definitely spend some more time on the netpromoter site and look forward to learning more.Suzanne Ortizhttps://www.blogger.com/profile/02454692691964469323noreply@blogger.comtag:blogger.com,1999:blog-2855702741602123705.post-17720189736829311822007-10-01T15:14:00.000-07:002007-10-01T15:14:00.000-07:00Thanks for an interesting post. As per Net Promote...Thanks for an interesting post. As per Net Promoter Score, as an fyi, "analytical types" created the Net Promoter Score, which includes Dr. Laura Brooks of Satmetrix. <BR/><BR/>In her recent blog - "Building Value One Customer at a Time" - she addresses "some critics from various corners of the market research world who are doing a poor job explaining what Net Promoter is about."<BR/><BR/>Here is the link to that blog: <BR/>http://netpromoter.typepad.com/laura_brooks/2007/09/building-value-.html<BR/><BR/>We'd also like to highlight real-live companies having success with Net Promoter. Here is a link to a number of success stories (companies include HSBC, Philips, GE, LEGO, T-Mobile, Schwab, and more):<BR/><BR/>http://www.netpromoter.com/success-stories/index.php<BR/><BR/>We will have more companies sharing their successes at the next Net Promoter Conferences. Details can be found on the overview page:<BR/><BR/>http://www.netpromoter.com/npc/miami08/index.phpAmy Madsenhttps://www.blogger.com/profile/16001474967844316329noreply@blogger.comtag:blogger.com,1999:blog-2855702741602123705.post-67060695777865706762007-09-18T16:46:00.000-07:002007-09-18T16:46:00.000-07:00Ron--love the concept of the 'creepiness' factor. ...Ron--love the concept of the 'creepiness' factor. It's true, we need to really safeguard consumer information and how it's used. <BR/><BR/>And, Ted, yes I agree--the more you start understanding your metrics, the more questions arise. It is also virtually impossible to isolate cause and effect in a multi-channel environment, even with the best set-up test plan and control process/groups. But, it's best to keep trying, right?Suzanne Ortizhttps://www.blogger.com/profile/02454692691964469323noreply@blogger.comtag:blogger.com,1999:blog-2855702741602123705.post-55584829046238529092007-09-18T11:58:00.000-07:002007-09-18T11:58:00.000-07:00As the sophistication of a loyalty program increas...As the sophistication of a loyalty program increases, so does the evaluation process.<BR/><BR/>The increase in customer loyalty translates into share-of-customer growth and additionally, supports acquisition efforts. But what would have happened in the absence of any loyalty program?<BR/><BR/>All that is left is the option to isolate customers from these activities and set up control groups. But I have yet to see results that do not create more questions than they answer.<BR/><BR/>It today's multi-channel environments, it is almost impossible to isolate customers totally from their peers and other indirect influences.<BR/><BR/>So the results are not always as conclusive as one would like.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-2855702741602123705.post-8246792682383300192007-09-18T10:11:00.000-07:002007-09-18T10:11:00.000-07:00I was at the Colloquy Loyalty conference a few wee...I was at the Colloquy Loyalty conference a few weeks ago, where David Norton, who runs the loyalty program at Harrah's, was speaking.<BR/><BR/>He said something I thought was great. In response to a question about how they approach the personalization of rewards, he said:<BR/><BR/>"Because we have a lot of data about our customers, we're able to personalize our rewards and communications. But one thing we think a lot about is how much can we do without being creepy. We're always trying to learn where the edge of creepiness is."<BR/><BR/>Loved that quote.Anonymousnoreply@blogger.com