"NPS—Why Some People Hate It" by Fred Reichheld
Some people feel deeply threatened by the growing
popularity and acceptance of Net Promoter Scores
(NPS), and they have launched campaigns
attempting to discredit the concept. Satisfaction
survey firms regularly excoriate NPS supporters in
conferences, on web pages, in book reviews, and in
blogs. The phrases they use—“NPS is a danger to
your company’s profits”; “NPS hinders the building of
better customer relationships”; “any statistics
student would laugh”; and “NPS is the ultimate bait-
and-switch scam” reveal an emotional urgency that
transcends the putative logic of their arguments.
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Discussion Forums
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Greetings,
Here's what's new in the Net Promoter realm.
1) The discussion forum is heating up with
more posts this month than any other. Veteran and
new practitioners - share your insights and post
your questions, respectively.
2) The Ultimate Question is ranked as the #1
business best seller on both Wall
Street Journal and USA Today
lists. How many people at your company have
read (or listened to) it?
3) Part 2 of the popular "What Is Enterprise
CEM?" blog series is now available. Read about
"Integrating Your CEM
Strategy into Business Processes" by Scott
Smith.
4) Tom Peters' latest "Cool Friend" is Fred
Reichheld. Read the superb
interview by
the co-author of In Search of
Excellence.
If you have yet to do so, kindly provide us with your
input on the
upcoming Net
Promoter conferences.
Sincerely,
The Net Promoter Team
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Road Runner Tops Telecom Industry Report
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Road Runner, a high speed broadband service
provider owned by Time Warner Cable, topped the
inaugural Net Promoter telecom report, with a Net
Promoter Score (NPS) of 56%. The research,
conducted and validated by Satmetrix, reveals
the NPS of 33 US telecom organizations. Read the press release.
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Discussion Forum Topics
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Provide answers to outstanding posts (below) or post
your own questions to the discussion forum – here is
how.
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