T-Mobile turned around its customer experience and lifted its NPS to the top of a brutal industry, but the playbook isn't telecom-specific. Here's how T-Mobile used NPS to underpin its growth, the customer-first philosophy that made it stick, and the practical lessons any business can copy.
After 15 years implementing NPS across organisations of every size and shape, a small set of factors keep predicting whether the program will work. Here are the seven, split into Essential, Good-to-Have and the one nobody expects (external benchmarking is less important than you think), so you can fast-track the bits that matter and de-prioritise the rest.
Big-bang CX redesigns are risky, expensive and often miss the mark. Process plant engineers know better, they extract incremental improvement continuously, and so should you. Here's how Transactional NPS lets you do the same thing for customer experience, starting with your worst-scoring touch-points.
Before you spend time and money implementing NPS, the question worth answering is whether it deserves a place in your business at all. The honest answer is yes, but for nine reasons most posts about NPS don't list. Here they are, with the supporting evidence: shareholder value, revenue prediction, organisational loyalty, and a couple that surprise most people.
Your customer feedback program is humming along, reports going out, scores flat, nothing changing. That's almost always a root-cause-analysis gap, not a data gap. Here's how to run a 5 Whys session properly, with a worked example and the gotchas that quietly undermine the technique in practice.
Six things have to be true at the start of a Net Promoter rollout, or you'll end up adding a question to a survey and calling it done. Senior buy-in, treating NPS as a business process not a KPI, explicit business linkage, target timing, cross-functional expertise and budget. Here's what each one looks like in practice, and what fails when one is missing.