Satmetrix Systems, a Foster City, California-based leading global enterprise customer experience management company and co-developer of Net Promoter®, was looking to launch Netpromoter.com - the official resource for Net Promoter knowledge, tools, practices, and solutions - ahead of the release of the corresponding book, The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld.

Project Goals & Objectives

• Determine website structure and generate content for website 
• Project manage logo and website design 
• Launch community elements - newsletter, blogs, forums
• Project manage site launch and assist with ongoing management

Red-Spark Role

Red-Spark worked with a core team of Satmetrix executives, recommending the site structure and content sections. From there, Red-Spark generated content drawing from a variety of sources including The Ultimate Question and other Net Promoter-related resources from the websites of Satmetrix and Bain & Company, the co-developers of Net Promoter.

For the look and feel of Netpromoter.com, Red-Spark provided direction and managed Satmetrix's design team to create the Net Promoter logo and website design, coordinating with the same Satmetrix core team.

As per the community elements, Red-Spark selected the newsletter technology, developed the layout of the monthly newsletter, and after gathering input from the core team, developed the content elements of the monthly newsletter. With blog technology already selected, Red-Spark worked with the design team to customize the blogs to the Net Promoter look-and-feel. To foster an exchange of information among Net Promoter practitioners, Satmetrix was looking to launch Net Promoter discussion forums. Red-Spark helped select the forum technology and set up the forums.

On an ongoing basis, Red-Spark is responsible for updates to Netpromoter.com; producing the monthly newsletters, working with the various Net Promoter constituents to add the most compelling content for the community; publishing the Net Promoter blogs, working with the blog authors on publication deadlines; and working to encourage discussion on the forums by gathering responses from the Net Promoter experts and methodologists from Satmetrix.

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