It’s not what you think it is: Presenting NPS® 2.0 It is probably time for a new and updated book to be written on NPS® (Net Promoter Score®). So much has changed in the external context, I find it strange that most implementations being done today, are done using old Read more…
Video Killed the Radio Star! Article by Ramesh Natarajan, Co-Founder/COO of LitmusWorld, published in DataQuest Magazine – April 2019 Issue
Union Budget 2019: Here are the Industry Expert Views Ramesh Natarajan, Co-Founder/COO of LitmusWorld, featured in Sights InPlus February 2019 Issue. Overview of the Union Budget 2019: Industry Expert Views.
Be prepared for transformation as your company traverses the digital route Competitors never kill your business, your lack of preparedness for what customers want, does. So, are you ready for change? Article by Ramesh Natarajan, COO/Co-Founder of LitmusWorld, published in YourStory
Decoding NPS® Myths Net promoter approach is not “market research” but an operating management tool. Not my words, but those of the loyalty guru Frederick Reichheld when he originally propounded NPS® in his seminal 2003 HBR article “One Number You Need to Grow”. In my view, NPS® is a conversation with Read more…
7 Key Themes of Customer Emotions I enjoy my role as a customer. I take it quite seriously. Over the past 25 years, I have probably signed up for every loyalty program that brands have offered me. I have tried to be participative in many of their campaigns and feedback, Read more…
Customer Experience: It’s Not Rocket Science. It’s More Complicated. It is apparent in almost all markets around the world now that growth comes from keeping and growing current customers. Even in markets like India, the acquisition of new customers–both from competition and new-entrants through social mobility–is slowing down. This brings Read more…