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NPS Step 1: The Basics of the Net Promoter Score for Customer Research (3 mins)
Learn how to calculate your Net Promoter Score. The Net Promoter Score is a customer research tool that tells you how likely is it that someone will recommend your company to their family, friends and...
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NPS Step 2: Know What is Driving your Net Promoter Score (3 mins)
Learn how to craft survey questions that identify what your customers care about and how to improve their experience. This research enables you to measure how effectively you’re delivering on your...
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NPS Step 3: From the Top – Net Promoter Score Leadership (3 mins)
Learn what actions leaders and managers need to take to improve your customers’ experience using the Net Promoter Score. Using this customer research strategy will improve your customer service, word...
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NPS Step 4: Systematize Your Net Promoter Score Program (4 mins)
Learn what you need to consider when launching your Net Promoter Score Program. Communicate to your staff and customers the importance of conducting customer research and listening to customer...
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NPS Step 5: Customer Engagement Required – Net Promoter Score (4 mins)
Learn how to lead by design to make a positive difference for customers using a Net Promoter Score program. The Net Promoter Score tells you how likely is it that someone will recommend your company...
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Evaluate Your Strategic Positioning
Determine Your Strategic Position Like what you’re reading? Download the Complete Guide to Strategic Planning today. GET THE FREE GUIDE Phase 1: Determine Your Strategic Position A strategic plan is...
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3 Steps to Making Strategic Decisions: How We Tuned into the Voice of the...
We exist to transform organizations by transforming the lives of people within them. Great strategy and the culture to execute it doesn’t come easy, but it’s the tried-and-true path to success. We’ve...
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Planning Part 2 of 4: Assess Your Market Position
In Part 2 of 4 in our newsletter series to help guide your organization to complete your yearly planning, we will be covering how to determine your organization’s position in your marketplace and...
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Bad Research is Dead Weight to Your Strategy
All great strategy is created from well-informed, synthesized customer and market data. It simply isn’t a strategy if it doesn’t have data to back it up. But, basing your strategy on bad research can...
View ArticleIt Takes Guts to Put Customers Before Financials
During the last several weeks, we’ve been working with one of our credit union clients to refresh their plan for 2017. Like many of you, they wanted to make shifts based on their learnings from...
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4 Data Sources Necessary for a Better Strategic Plan
Don’t let your strategic planning be another year of wash, rinse, repeat. Do something different. Start by building a better strategic plan. From now through the end of the year we’re dedicating each...
View Article3 Ways to Gather Data from Non-Planning Team Stakeholders
Understanding your competitive position requires understanding your market first. Sure, it seems obvious, but how well do you really understand your market and your customers within it? Is it...
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Video: Living in the Age of the Consumer
Steven Frumkin, Dean of the Jay and Patty Baker School of Business and Technology at the Fashion Institute of Technology, shares his insights on today’s increasingly powerful consumer. Read more at...
View ArticleDon’t Forget Your Customers in Strategy Development
From time to time, clients from around the globe hail the OnStrategy team. This month we found ourselves in South Africa. The country is well known for its spectacular safaris and equally being an...
View ArticleCustomer Insights and the Netflix Turnaround
One does not have to look far to see the importance of customer insights with the example Netflix has given. Their fantastic rise to the top against megaliths such as Blockbuster, was followed in 2011...
View ArticleBuild a Better 2014 Strategy Using 3 Customer Insight Check Points
For those in the midst of updating or creating strategic plans for the upcoming calendar year, it’s go time. Before getting too far down the road, one topic must be assessed with brutal honesty: Do you...
View ArticleStop Sabotaging Customer Feedback
You go to great lengths to gather insight and feedback from your clients, but there’s a good chance you’re sabotaging the results. You gather feedback to make strategic decisions, but how can you do...
View ArticleWant to engage with your customer? Give them something they want.
It seems like a pretty standard principal – to make an exchange with a customer, you need to give them something they want. But, many struggle applying the principal beyond the walls of an exchange...
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#ThinkReno is Thinking Ahead
Customer insight is a cornerstone in learning where your organization is currently, where it needs to be, and how you’ll win. The problem? Gathering it is a painstaking and difficult process. It takes...
View ArticleCustomer Targeting
A how-to guide in developing marketing strategies which targets current customers as well as potential customers. Retention | Know Your Customer | Targeting | Marketing Mix | Plan Checklist Customer...
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