How to must do

info@netpromoter.com — Sun, 26 Feb 2006 06:34:30 GMT

In the Ultimate Question, Fred Reichheld makes it a point to say that NPS measurement is not enough. If you donâ€™t get that delighting customers is the only path to true growth, measuring NPS is pointless. But if you do get it, there are three things you must do: (1) design value propositions that focus on the right customers, then create a complete customer experience capable of delighting each targeted segment, (2) deliver those propositions end-to-end, with all employees pulling in the same direction, (3) do all this over and over again.

He also says that to build an organization that creates promoters, there are five things you must do: (1) send the right messages to your people, (2) hire and fire to inspire, (3) pay well and invest in training, (4) keep teams small to enhance accountability and service, (5) link measures and rewards to company values.

Iâ€™d like to hear from fellow members how you go about doing these eight â€œmust-dosâ€�.

New Forum Created

info@netpromoter.com — Tue, 21 Feb 2006 14:50:52 GMT

This forum has been created thanks to the suggestion of Leo Romero. He provides some information on the topic from The Ultimate Question in a prior post. See below:

http://netpromoter.groupee.net/eve/forums/a/tpc/f/5...651066951#4651066951

Regards,
The Net Promoter Team

Net Promoter Community : All Content - All Communities

How to must do

New Forum Created