What is a Good Net Promoter Score? [Video]
Am I tall enough? Am I smart enough? Am I good enough? It’s human nature to be concerned with how you measure up to others.
Am I tall enough? Am I smart enough? Am I good enough? It’s human nature to be concerned with how you measure up to others.
More people nominate “Getting management buy in” as their biggest problem than any other element of the customer feedback process. Even if the CEO/COO “gets it”
I’m sure you’ve heard of Bill Clinton’s famous, but unofficial, 1992 campaign slogan: “It’s the economy stupid”. His chief of staff wanted to focus everyone
In this recent post by Fonolo American Airlines was hammered for having an outstanding (in a bad way) number of Twitter users complain about being on
Anyone that has been reading this blog for more than a couple of weeks knows that the subject of Net Promoter benchmarking gets me fired
“If you don’t give us a 9 or 10 on the survey you receive it will mean we have failed”. On the surface it was
There are six key requirements for successfully implementing Net Promoter that you need to keep in mind as you launch the process. 1. Senior Management
Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the US.
It’s almost as primal as the urge to survive. It’s the urge to compare your performance to others and corporate Net Promoter Scores® are not
Rob Markey (a partner with Bain and global leader of the firm’s Customer Strategy & Marketing practice) provided some very focused and pithy remarks in,
Your customer feedback data collection process is going just fine. You’re collecting lots of interesting results, sending reports to your peers and generally feeling good.
Whoohoo your Transactional NPS® system dashboard tells you the score is up by 15 points, week on week. Good news! Let’s get this out to
UK based digital and innovation agency Volume proves there are no right or wrong industries for using the Net Promoter approach. In fact with a score of
Telstra, Australia’s largest Telco, has been well known for it’s roll-out of Net Promoter® over the past few years. Telstra has announced (see The Age newspaper) that it will
You’ve read about it and convinced senior management that Net Promoter is the way to go. You know you will need a change management process to
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