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The Business Leader's Practical Guide to Net Promoter Score
A practical playbook for taking an NPS programme from "we have a score" to "we are growing because of what the score tells us".
- 15 min read
What's inside
- How to design an NPS programme that drives action — not just another monthly report
- The close-the-loop process: how to follow up detractors within 48 hours and turn them into promoters
- Where most NPS programmes fail — and the four checks that tell you yours is at risk
- How to link NPS movements to revenue, retention and share-of-wallet so the board keeps funding the programme
- The role of the executive sponsor and what they should be asking for every month
“If you are planning on building out a successful CX program that is not just about NPS, then I recommend giving Adam at Genroe a call.”
Tom Allan
CyberCX
Who it's for
- Executives sponsoring an NPS programme and accountable for the business case
- CX leaders running the programme day-to-day who need a credible plan
- Anyone handed "improve customer experience" as a KPI