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» MisusingRecommendations from
Our clients often expect us to include a recommendation question in a survey, to get an NPS score. However, Valeria Maltoni over at Conversation Agent says that the NPS (Net Promoter Score) doesn’t tell you enough. Shes right. Some history: look... [Read More]

» NPS and you from Moving Tribes - making marketing work
If you want to join a really hot debate, get into the discussion about how best to measure how happy your customers are with your brand. On the one hand you have the gurus of Net Promoter Score (NPS) – the simple measure that takes the percentage of pe... [Read More]


There's also a cynical fatigue in the world of social media -- or at least I seem to have caught this virus, which causes me to apply a discounting factor to online recommendations.

A new client recently offered to recommend me on Linked In. I've seen some obvious recommendation trades by former associates, detailing skills and accomplishments that I hadn't seen (though I'm not all-seeing!). I had an interesting discussion with the client, thanked her, and said, "no thanks."

Not sure how to crack that one, though I do believe in -- and depend on -- the power of personal (offline) recommendations.

Your post reminded me that I need a refresh-session on the Pareto principle. Thanks Valeria!

I really like your point about understanding why people recommend you and your business. This kind of self analysis is not only necessarily in business but in life. When you know what's working you can focus your energy verses being all over the place.

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