7 Reasons Your Net Promoter® Program is Failing: And How to Fix It
Sometimes I chat to people who have tried Net Promoter but found it didn’t deliver the business value they were hoping for, so they ditched the
Sometimes I chat to people who have tried Net Promoter but found it didn’t deliver the business value they were hoping for, so they ditched the
I’m always open to a debate on the pros and cons of any business approach but it’s better if the person on the other side
In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came the
Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not
When rolling out a transactional customer feedback process such as Net Promoter you need a corporate governance process that will deliver success. Best practice experience suggest two
Transactional Net Promoter Score (NPS), where you ask customers to indicate their willingness to recommend your processes rather than their overall relationship with your organisation,
Another of the great conversations at the recent CustomerGauge User Group meeting was around driving employee engagement. There were some very good ideas and best
Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on
With the expanding use of Transactional Net Promoter Score by a range of organisations, there is a growing need to collect large volumes of survey
Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time
Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m
One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while
Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis
Nowhere is this more true than your customer relationships. It is at the heart of Net Promoter Score … or any customer feedback program for
We’ve been helping companies use NPS® for more than 15 years. In that time we’ve tried lots of different approaches and seen first hand what