What Is Net Promoter?
What Is Net Promoter?
Net Promoter is a discipline by which companies profitably grow by focusing on their customers. A successful Net Promoter program includes 5 elements: 1) metrics proven to link to growth; 2) leadership practices that instill customer focus, passion, and values; 3) organizational strategies to ensure adoption; 4) integration with core business processes, and 5) operational systems to support the initiative.
The Ultimate Question
One simple question - Would you recommend us to a friend or colleague? - allows companies to track promoters and detractors and produces a clear measure of an organization's performance through its customers' eyes. More
The Net Promoter Score
In industry after industry, the "Net Promoter Score" - the percentage of Promoters minus the percentage of Detractors - provides the single most reliable indicator of a company's ability to grow. More
Promoters
Promoters are customers who are so enthusiastic about a firm or brand that they not only increase their own purchases, but also refer their colleagues or friends. More
Detractors
Detractors are customers who feel so badly treated that they cut back on purchases, switch to the competition, and warn others to stay away from the company. More
