http://netpromoter.typepad.com/.shared/image.html?/photos/uncategorized/raimund_schmolze.jpg NPS adoption at T-Mobile was driven by their board, who wanted to address issues of customer defection due to problems with "unfriendliness or lack of care in service" - 70% of defections. So they set a mission to be the "most highly regarded service company." He was concerned about how to adopt this new measure without the experience and tools ... and with traditionally low NPS in the telecom industry. So he set out to do it ... They now measure NPS in every market, every month. Raimund shared a number of fantastic examples of how marketplace behavior drove month-by-month NPS changes at T-Mobile and with competitors. The stories are hard to reproduce (I can't type that fast), but the lessons are clear:
For all you NPS fans, Dr. Raimund Schmolze (see left) opened with a great video that explains NPS to employees. Ask him to borrow it!
