Aziende

Churn rate measures the percentage of customers lost over a period. We look at its formula, sector benchmarks, recurring causes and the most effective levers for reducing it.

Competitive Intelligence helps companies read competitors’ signals, priorities and likely moves, reducing uncertainty and leading to better decisions. Here is how.

A company can know exactly what happened yesterday and still realise too late what is happening outside. Marketing Intelligence and Bliss’s Marketing Consultancy exist to close this gap. They gather information on the market, connect it and seek to turn it into an organisational capability: understanding the environment in which the company operates more clearly, … Read more

Net Promoter Score is a Customer Experience metric that measures customers’ propensity to recommend a company, product or service. It becomes useful only when it is part of a listening system able to collect feedback, interpret it, assign responsibility and verify the effects of decisions. From Net Promoter Score to Net Promoter System The question … Read more

Content Governance: what it is and how to govern corporate content Sales presentations, web pages, articles, newsletters, social posts, videos, sales network materials, internal documents. Every company produces content. And that content multiplies as channels and the people involved grow in number. As long as the system stays small, decisions pass through a handful of … Read more

Brand loyalty and customer loyalty describe two forms of loyalty that often coexist but stem from different motivations. The first concerns preference for a brand, sustained by trust, identification and a willingness to choose it even when cheaper alternatives exist. The second shows in the continuity of the relationship with a company and can be … Read more

The word loyalty comes from the Old French loialté, itself derived from the Latin legalis, relating to lex, the law. Its original meaning was fidelity to a legal or moral obligation: loyalty to the sovereign, to the feudal lord, to the crown. A bond that depended not on immediate utility but on a commitment of … Read more

A single question.A number between -100 and +100. Despite this simplicity, NPS is the most predictive indicator of organic growth available to management. In today’s article we explore it in depth, looking at its definition, its history and how to use it to drive real growth. The origins of the Net Promoter Score The Net … Read more