Comments on: The Net Promoter Score and the value of Promoters http://www.freshnetworks.com/blog/2009/04/the-net-promoter-score-and-the-value-of-promoters/ Social media, Web 2.0 and online communities Thu, 18 Mar 2010 17:34:31 +0000 http://wordpress.org/?v=2.8.4 hourly 1 By: Matt Rhodes http://www.freshnetworks.com/blog/2009/04/the-net-promoter-score-and-the-value-of-promoters/comment-page-1/#comment-3835 Matt Rhodes Mon, 04 May 2009 19:27:39 +0000 http://www.freshnetworks.com/blog/?p=597#comment-3835 Hermes, Exactly. I was working with a client recently who were saying the exact same thing - whilst it is useful to know and to be able to track the score itself, it is the verbatim comments explaining why people gave the score they did that offer most insight. Matt Hermes,

Exactly. I was working with a client recently who were saying the exact same thing – whilst it is useful to know and to be able to track the score itself, it is the verbatim comments explaining why people gave the score they did that offer most insight.

Matt

]]> By: Hermes http://www.freshnetworks.com/blog/2009/04/the-net-promoter-score-and-the-value-of-promoters/comment-page-1/#comment-3818 Hermes Sat, 02 May 2009 15:35:03 +0000 http://www.freshnetworks.com/blog/?p=597#comment-3818 To an extent the best thing about Net Promoter is the verbatims - i.e. the comments that come along with the score itself, particular if they are fed back to the appropriate area of the business if it is about an interaction with an employee as it's the best incentive for the employees themselves to wow their customers. H To an extent the best thing about Net Promoter is the verbatims – i.e. the comments that come along with the score itself, particular if they are fed back to the appropriate area of the business if it is about an interaction with an employee as it’s the best incentive for the employees themselves to wow their customers.

H

]]> By: Our top five posts in April | FreshNetworks Blog http://www.freshnetworks.com/blog/2009/04/the-net-promoter-score-and-the-value-of-promoters/comment-page-1/#comment-3807 Our top five posts in April | FreshNetworks Blog Fri, 01 May 2009 06:24:56 +0000 http://www.freshnetworks.com/blog/?p=597#comment-3807 [...] 5. The Net Promoter Score and the value of Promoters [...] [...] 5. The Net Promoter Score and the value of Promoters [...]

]]> By: Denise Lee Yohn http://www.freshnetworks.com/blog/2009/04/the-net-promoter-score-and-the-value-of-promoters/comment-page-1/#comment-3559 Denise Lee Yohn Sat, 04 Apr 2009 23:39:57 +0000 http://www.freshnetworks.com/blog/?p=597#comment-3559 net promoters is indeed a powerful metric of business performance, but it's not a particularly revealing or instructive one and so there's a danger in over-emphasizing it. setting a strategy of increasing the number of promoters is akin to setting a brand positioning of being "the most loved" burger, car, airline, etc. -- i've seen companies do both and i believe the efforts are misplaced. "promotion" (like love) is an outcome -- the result of what a company has done -- as such, it's more important to understand what drives someone to promote -- what makes a promoter a promoter -- and then set a strategy to do more of whatever that is. when i heard richard owen speak about nps at the cmo council conference last year, he emphasized that loyalty is not a business tool; the metric is not a discipline. instead, he explained, what's needed is for companies to adopt the discipline of measuring, incentivizing, and operationalizing the customer experience. my debrief of his talk can be found at http://tinyurl.com/bbftp9 thanks for listening! net promoters is indeed a powerful metric of business performance, but it’s not a particularly revealing or instructive one and so there’s a danger in over-emphasizing it.

setting a strategy of increasing the number of promoters is akin to setting a brand positioning of being “the most loved” burger, car, airline, etc. — i’ve seen companies do both and i believe the efforts are misplaced.

“promotion” (like love) is an outcome — the result of what a company has done — as such, it’s more important to understand what drives someone to promote — what makes a promoter a promoter — and then set a strategy to do more of whatever that is.

when i heard richard owen speak about nps at the cmo council conference last year, he emphasized that loyalty is not a business tool; the metric is not a discipline. instead, he explained, what’s needed is for companies to adopt the discipline of measuring, incentivizing, and operationalizing the customer experience. my debrief of his talk can be found at http://tinyurl.com/bbftp9

thanks for listening!

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