The Net Promoter Score (NPS) is perhaps the best-known customer loyalty metric and has been widely adopted by more than two thirds of Fortune 1000 companies. Developed by F. Richheld, Bain and Co and Satmetrix in 2003 in his Harvard Business Review article, titled, the One Number You Need to [...]
Gain a Better Understanding of your Customer Numerous studies have proven that it’s much more cost-effective to generate revenue by increasing sales to existing customers than it is to cultivate new ones. Research is clearly NOT selling and never should be, but conducting conversational-style in depth customer research using a [...]
Mergers and acquisitions offer a great potential for synergy, which may include increased customer base, enhanced product and service capabilities, expanded geographic coverage, increased intellectual property, additional facilities, etc. On the flip side, M&A activities can create a sense of fear, confusion and frustration. Research can be utilized in a [...]
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