A few months ago I started off on a NPS adoption journey. All though I have gone through some of the continual negative press on the topic, I have not heard or read anything compelling enough to drag me away from the simplicity & basic idea of NP.
We have started really small & getting together the mechanism to capture responses to the NPS query.
Some questions that I am searching answers for are :
- What does one do with the NPS score?
- How can NPS help develop & sustain a customer centric culture?
- What have been the past experiences (anything specific?) of NPS implementations in B2B situations?
- What have been the main grouses against NPS?
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From the Blogosphere
Today, hundreds of companies around the world have subscribed to the Net Promoter philosophy. But many of them still don’t understand the true meaning of NPS and what Reichheld meant the question to become: an organizational discipline that transforms your business around the customers.
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Reicheld admitted that companies cannot be driven by scores; it’s what they do with the scores that matter most and getting the people in the organization to treat customers the way they’d want to be treated.
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Until companies can move beyond getting their organizations to reach high Net Promoter scores, and help their CFOs to understand how to quantify and increase the number of promoters, then they won’t find success with NPS.
Read the complete article at Think Customers: 1to1 Blog.