"Where Does NPS Work Best?" by Fred Reichheld
One of the questions I am asked most frequently is
this: “In what kind of business does NPS have the
greatest potential to improve results?” Perhaps
because so many of the company examples that I
use in my book and in speeches are consumer
oriented, some people wonder if NPS may be less
relevant to business-to-business (B2B) firms. They
may presume there is less potential in B2B because
the complex decision-making process for a corporate
purchase makes it difficult to gather good NPS data.
In fact, NPS is highly relevant to the B2B sector.
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Greetings,
Here’s the latest in Net Promoter world.
1) Get ready for the 1st Net Promoter
conferences in the Fall. Planning is underway
and we
want your input on locations. To receive
periodic updates, update your profile.
2) Gear up for your summer reading – or listening!
The Ultimate Question Audio CD is now
available, in
addition to volume discounts for
the
book.
3) Link your Net Promoter metric to personal and
corporate goals, challenging your organization to
improve - start by reading Dr. Laura Brooks' latest
blog.
4) Learn how to improve your Net Promoter
Score as
set forth in Scott Smith’s blog, Building a
Comprehensive Customer Experience Management
Strategy.
Indeed, provide us with any input by contacting us.
Sincerely,
The Net Promoter Team
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Demystifying B2B Loyalty and Customer Satisfaction Programs
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Dr. Paul Marsden, consumer psychologist
specializing in word of mouth and consumer-driven
innovation at the London School of Economics,
will help you make sense of the many tools and
techniques available to better understand your
customers, increase their loyalty, and drive top-line
growth. If you
haven't already, review his NPS findings.
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Post your questions or provide answers to
outstanding posts below – here is
how.
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