The challenge with any manufacturing organization is that the company is often one to many steps removed from the end customer.

And yet, the end customer experience is what really drives word of mouth growth.

Cummins, one of the the worlds largest engine and component manufacturers, has successfully cracked the nut.

Taking the lead from companies such as GE, Aggeko, and Atlas Copco, Cummins has gone from zero to 60 in just one year with their Net Promoter program.

Their success is fueled by 5 key elements:

1. Commitment to fit NPS into an existing Lens of the Customer Initiative

2. Driving adoption by driving business value to the distributors

3. Focusing less on the score and more on the actions that improve the score

4. Moving away from anecdotal evidence to correlation-based drivers

5. Developing global standards

Distributor engagement isn't easy. . . but the benefit to the field arm is great. Have you had success engaging your distributor organization .. . tell us how?

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