Disqus - Latest Comments for robfuggetta

Re: Can’t We Do Better Than NPS?

robfuggetta — Sun, 10 Feb 2019 13:26:33 -0000

Net Promoter Score

Re: Can’t We Do Better Than NPS?

robfuggetta — Sun, 10 Feb 2019 13:26:00 -0000

Hi Kyle, Great post. As you know, NPS is based on responses to this question: "How likely*are you to recommend our brand or product to others?" Intentions and actions are not the same. At Zuberance, where I'm founder/CEO, we measure *actual* recommendations: What % of customers have actually referred friends; posted a positive review; shared a brand's content or offers with friends. We call this percentage an "Advocacy Score." We believe this is a much better metric than NPS for advocacy because it's based on actions vs. intentions.

Re: An Army Of Influencers

robfuggetta — Thu, 17 Sep 2009 12:30:25 -0000

Hi Nicolas,

Thank you for your post. Marketers need to know more about how to engage and energize Advocates, given that the segment has massive reach and influence. Speaking of that, we're holding a webinar today (Thursday, September 17) at 11 AM PDT/2 PM EDT featuring Forrester's Josh Bernoff (co-author of Groundswell). Register here: www.zuberance.com/webinar