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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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10 Ways to Unleash the Best….

From the MIX this week: 10 Ways to Unleash the Best and Ignite Passion in Your People.

  1. How to Start a Movement in Your Company (3 parts), Story by David Choe
  2. Start with a better question to create a better talent management system: the Talent Management Cloud, Hack by Lisa Haneberg
  3. A Company Run by Self-Managed Teams, Story by Alyson Huntington-Jones
  4. “Soft” R&D: You don’t have to be a geeky engineer to experience the thrill of inventing, Story by Erika Ilves
  5. Atlassian’s Big Experiment with Performance Reviews, Story by Joris Luijke
  6. A True Learning company—free of management, Story by Andres Roberts
  7. The Tube: IDEO Builds a Collaboration System that Inspires Through Passion, Story by Doug Solomon
  8. Bonus Fund: Empower Employees to fund initiatives with company-matched bonus money, Hack by Kartik Subbarao
  9. Commando Mentoring, Hack by Steve Todd
  10. Restoring Faith in the Institution: How Mission Shaped Communities Revitalized St. Andrews, Story by Drew Williams

I really liked the case study from Atlassian on reshaping the performance review. This struck home with me: “every month, one of these meetings is dedicated to a discussion on how the person can enhance their own performance and play to their strengths”. And, I really like this:

Two Axis
In addition to an evaluation of performance/achievements, we’ve added the scale on ‘how often you have stretched yourself’. Put simply, the reason for using both scales is to acknowledge both effort and results. Two people can both deliver similar results, yet one of them has been slacking whilst the other person has really injected extra energy in improving things outside their normal work responsibilities (e.g. themselves, their team, etc) which has made a real difference to Atlassian. Feedback from Atlassian managers was that they wanted to acknowledge this. – – Image here

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Go China

Interesting snippet from Nielsen … with over 420 million online users and counting, it’s not surprising that China can claim the title of world’s largest Internet community…

  • More than half of Chinese Internet users regularly blog and use social media
  • The average user now spends nearly 20 hours per week online
  • Significant growth opportunities exist in the business transaction space
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On Trust

If you don’t follow the Edelman Trust Barometer, you should. Some key points from Steve’s latest blog post:

  • There’s been a decline in trust in "a person like myself" and regular employees, arguably because of "over-friending"
  • Trust in credentialed experts (70%) and company technical specialists (64%) is soaring
  • Informed publics (media consumers) need to hear things three to five times for it to effect a behavior change
  • To stand out and build trust, businesses must activate internal thought leaders across several spheres of media

I also thought this construct was pretty good. My only concern is that the various leaves are obscured in the river of news.

image

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On Trust

If you don’t follow the Edelman Trust Barometer, you should. Some key points from Steve’s latest blog post:

  • There’s been a decline in trust in "a person like myself" and regular employees, arguably because of "over-friending"
  • Trust in credentialed experts (70%) and company technical specialists (64%) is soaring
  • Informed publics (media consumers) need to hear things three to five times for it to effect a behavior change
  • To stand out and build trust, businesses must activate internal thought leaders across several spheres of media

I also thought this construct was pretty good. My only concern is that the various leaves are obscured in the river of news.

image