TRG iSKY

Laurel, MD, November, 27, 2009 — TRGiSKY announced today the opening of its Singapore office in order to expand its industry-leading practice to the Asia Pacific region. TRGiSKY is a pioneer in the customer satisfaction and loyalty business and is a wholly owned subsidiary of The Resource Group (TRG), a $200 million customer management and business process outsourcing enterprise with over 5,000 employees worldwide.

This is a map based on a national sample of Walmart grocery customers (most buy other stuff too).  The two dimensions are latent constructs, funtional and personal, that are proven predictors of key behaviors - e.g. share of wallet, share of visits, store brand purchase.  The customers are mapped into this space using a clustering technique with the size of the circle representing the proportion of each group.

 
Behavioral economics is changing the way we think about why consumers do what they do and most importantly, how to bring about desired behaviors in a more consistent (albeit irrational) fashion.  In a nutshell, Behavioral economists think people, on average and in general are,
 
1)     Lazy
2)     Ignorant and,
3)     Heavily (and irrationally) biased towards the status quo.
 

NPS, otherwise known as Net Promoter and formerly known (sort of like Prince) as a behavioral intent question measuring willingness to recommend is a fairly polarizing concept.  There are died in the wool proponents and an equally sizeable group of detractors.  From our standpoint, the conceptual goal of a simple to understand metric that serves as an internal rallying cry for the importance of customer experience/service is great.  Where NPS goes astray is claiming to be more than this when just being this was a worthwhile achievement.  This is because the technical and methodological crit

How is this for man bites dog?  The problem with customer satisfaction is the Very Satisfied. This seemingly ridiculous claim becomes more credible if you consider,