Would You Recommend “X” to a Friend?
I’ve seen this concept twice now. It’s the same guy: Fred Reichheld
Would You Recommend Us? (Business Week) — McCabe says higher scores have already been linked to a greater likelihood that GE Healthcare will win new contracts from existing hospital clients. “Ultimately, it’s not about the score,” he says. It’s about “focusing on the customer.”
Measurement: It’s Easier Than You Think – “The key to generating “good profits,” he says, is a single-minded focus on customer satisfaction.” (Marketers: Don’t miss this one.)
Two things I love about this research. First, it’s extremely easy to understand and exploit. Second, it’s about satisfying customers. That means at least one more thing: usability.
p.s. I’d recommend The Simple Cash Blog to people but that’s because it’s mine. My guess is that kind of recommendation doesn’t count.