Andy on Twitter

  • The great thing about Twitter is being a able to have chats with my President. All one way but chats just the same. He's in Sicily!,
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  • Just finishing preso on Mobile experience has by far the worst airline mobile app I've ever reviewed. Shocking. @epicfail,
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What’s Your Brand NPS

The week before last I had the opportunity to speak at the NPS Summit in Miami – Satmetrix’s conflab for NPS addicts and advocates. I was surprised how few brand marketers – or marketers were in the room. Brand NPS should be every marketers “one thing”.

As Aakers points out, getting to the NPS driver behind your brand enables a deeper understanding of what is driving the brand. There is no question we are in the middle of a shift in terms of what is valued. Aakers says – “the market seems to have turned to rewarding innovation that makes a positive difference in people’s lives and even leads to a “delight” experience.”

And the idea of correlating NPS/loyalty and engagement is extremely powerful.

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