Who invented it? What's a good score? Can you do it on a 5-point scale? Every question about NPS the textbooks gloss over, answered in plain English, including the ones that keep getting the wrong answer in LinkedIn posts.
Most companies can run a Net Promoter Score programme themselves. The hard part is starting one. Here is what an outside consultant is actually for, what it costs you in executive time rather than fees, and the cases where we tell people to do it in-house.
Strategy firms, software vendors and specialist consultancies all sell Net Promoter Score help, and they are not interchangeable. Here is how to tell which one you need, the six questions that separate a good NPS consultant from a costly one, and the red flags to walk away from.
Should you use NPS? It depends, but not on the things most write-ups focus on. Here are the seven genuine strengths of the methodology and the five real weaknesses, with the trade-offs you actually need to make a decision.
Customer Success Manager job ads have exploded over the last decade, but the role still means something different in every company. Here's what a CSM actually does, why subscription businesses can't live without one, and the KPIs that tell you whether yours is working.
Search for how to set NPS targets and the internet is near-unanimous: set SMART goals, cascade them to teams, put a slice in the bonus. Half of CX teams do exactly that. In our experience it backfires; the score gets gamed, intrinsic motivation dies, and the customer experience quietly gets worse. Here’s the evidence, and the approach that actually moves the number.