I recall four years ago debating the impact of broadband and home networks and getting strange looks from people.  Well it is now reality, the debate is finished.  Always-on is a new mindset … internet is a utility that is there when you need it. The 78 percent broadband penetration rate for U.S. homes represents a jump from 65 percent a year earlier, Nielsen/NetRatings found. The research company said broadband users spent 33 percent more time online than dial-up users – nearly 35 hours for the month, compared with 26 hours and some change for dial-up. Broadband users also viewed twice … Continue reading Broadband in 78% of internet homes

I blogged about Net Promoter score, the loyalty measurement de jour back in November.  Today a colleague, Len pointed out Filene research who are doing some interesting research.  I find their premise interesting … the part about the minimal share of consumer finance.  Is that true?  Does it apply equally to consumer deposits? Why do credit unions consistently score higher than banks on customer satisfaction surveys, yet, at the same time have a fairly minimal share of the consumer finance marketplace? Could it be that satisfaction is a good, but ultimately insufficient measurement of loyalty and propensity to grow? Source: Home : … Continue reading Customer loyalty, and linkages to market share