Net Promoter Score Is Still a Metric for Customer Satisfaction

NPS (Net Promoter Score) is a customer satisfaction metric based on a single question: How likely would you be to recommend this company to a friend or colleague? Initially popularized in a 2003 Harvard Business Review research article, NPS has become both widely used and controversial since then. A Journal of Marketing 2007 study tried to replicate the 2003 research, but found “no correlation between NPS score and revenue” and stated that, therefore, there was “no correlation between NPS score and capacity for growth.” Continue reading Net Promoter Score Is Still a Metric for Customer Satisfaction

NAB 2018: Distinct Traits of Gen Z, The YouTube Generation

Call them Gen Z, or Plurals or Centennials. But whatever you do, don’t call these 14- to 19-year-olds millennials. During one of NAB’s Future of Cinema sessions, ETC Immersive Media Initiative lead Phil Lelyveld described Gen Z and what makes them distinct from the much more familiar millennials. For starters, he said, they spend only 13.2 hours a week watching TV, the lowest number of any preceding generation. Lelyveld also noted that the exact definition, by age, of Gen Z is undetermined, but behaviors are clear. Continue reading NAB 2018: Distinct Traits of Gen Z, The YouTube Generation

Numerous Brands Now Support Local Retailers Over Amazon

While Amazon dominates online retail sales, an increasing number of brands and manufacturers are fighting back by promoting local retail stores, establishing minimum advertised prices and providing new products to local stores first. Amazon says more than half of the products sold on its site come from smaller businesses, and that it helps them by providing access to its more than 300 million global customers. Amazon has also started to sell its own products; AmazonBasics, for example, sells numerous small items from iPhone chargers to batteries and washcloths. Continue reading Numerous Brands Now Support Local Retailers Over Amazon