Welcome and Introduction: Bad Profits, Good Profits, and the Ultimate Question
I want to personally welcome you to the Net Promoter website and hope that together, we can build a productive community that helps your organization measure and manage the quality of relationships...
View ArticleStop The War on Customers -- by Asking The Ultimate Question
In anticipation of the January print-date of The Ultimate Question, I have begun visiting journalists at the major business publications. They all ask me some variation of the following question: So...
View ArticleStop Wasting Money on Satisfaction Research!
If your company is like most, you hire market research firms to steal precious time from your customers with their ineffective surveys. What are the customers satisfied with? What are their grievances?...
View ArticleMy Bank Finally Went Too Far
I finally decided to close my Bank of America account. I had given this firm the benefit of the doubt after it bought my account from Fleet, which had previously bought my account from Bank of Boston,...
View ArticleCar Rental Experience That “Hurts”
I usually rent from Enterprise, especially on personal trips, but on our recent Florida family vacation I used Hertz. Big mistake! Sure, I started with a nice $75 discount coupon compliments of my AAA...
View ArticleGE Joins the War Against Bad Profits
There is good news to report from the battlefront. GE has joined the growing list of companies that have embraced NPS as the weapon of choice in the struggle to eliminate bad profits and re-energize...
View ArticleWhere Does NPS Work Best?
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...
View ArticleNPS—Why Some People Hate It
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...
View ArticleQuestions about NPS – and Some Answers
Some forum members have raised questions regarding the relationship between Net Promoter Score (NPS) and growth. This blog entry will address some of these concerns and suggest practical solutions for...
View ArticleThe True Source of Corporate Reputation and Profitable Growth
Summer 2006 email exchange with my son Chris, a young professional in NYC Hi Dad, Could you remind me of the name of the bank you mentioned on the phone a few months ago? I’ve banked with Chase for...
View ArticleNPS DOES NOT WORK!
For a while now, a few anonymous bloggers have been claiming that NPS does not work. One such critic went public with his objections during the Q&A following a recent speech of mine. This was a...
View ArticleDon’t Believe Everything You Read
“NPS is the most powerful tool we have ever deployed at GE.” This evaluation comes from Dan Henson, a 20-year GE veteran who is now the company’s chief marketing officer. His comments, based on several...
View ArticleThe Right Number of Questions for NPS Surveys
Practitioners of NPS seem to agree that it is a revolutionary approach for gathering granular, timely feedback from customers. They also think that it’s a useful process for integrating organizational...
View ArticleThe Right Target for Response Rates
What is the right target for response rates for a high-quality NPS survey process? That was the question I was asked at the recent Net Promoter Conference in New York City. Prior to this conference, I...
View ArticleDon’t Forget About Promoters
NPS fits hand in glove with most firms’ Six-Sigma process-improvement efforts, so many organizations have appointed their process-excellence staffs to lead NPS implementation. This makes sense in many...
View ArticleCustomer Feedback: The Right Response
Let me contrast two approaches to responding to customer feedback. The first comes from my recent experience with a hotel chain that engages in predatory pricing for long-distance calls made from its...
View ArticleHBR Highlights the Bad Profit Problem
More and more people are recognizing corporations’ addiction to bad profits—and the need to kick the habit. In the June 2007 edition of the Harvard Business Review, for instance, Gail McGovern and...
View ArticleCreating Promoters at American Express
Not long ago I gave a speech about how much companies can afford to invest in creating customer promoters. I ended the talk by stressing how important it is to understand who the target customers are...
View ArticleIt's About Time
I was reminded what a small world this is when a survey from my mobile-phone provider popped onto my telephone’s email screen. The survey contained only one question: How likely is it that you would...
View ArticleAre You Doing Net Promoter?
You don’t need to inhale to be doing Net Promoter. You don’t need to ask only one ultimate question. You don’t even need to call it Net Promoter. To be a Net Promoter practitioner, there are just three...
View Article
More Pages to Explore .....