The Rules of Measurement: Understanding the Fundamentals of the Net Promoter Score (NPS)--And How It Can Help Your Company Thrive in a Customer-Driven World
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- Synopsis
- To stay competitive in today's interconnected, customer-driven world, your company must measure and manage customer feedback as rigorously as it currently measures and manages profits. It isn't easy! The Net Promoter system may be simple in concept, but building a reliable scoring process for evaluating the opinions of your customers is hard work. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain colleague Rob Markey introduce a set of eight fundamental principles that will enable you to calculate your customers' loyalty status in a way that is accurate, timely, granular, and credible--and allow you to establish accountability for good customer relationships. These principles include asking The Ultimate Question ("How likely is it that you would recommend us to a friend or colleague?"), choosing a measurement scale that works, aiming for high response rates from the right customers, and making sure that your scores link directly to customer behaviors. Because a robust scoring process that produces reliable, bias-free metrics is the foundation for the Net Promoter system, this chapter is a must-read for anyone considering this powerful tool as a means of quantifying customer loyalty--and building a truly customer-centric enterprise.
- Copyright:
- 2011
Book Details
- Book Quality:
- Publisher Quality
- Publisher:
- Harvard Business Publishing
- Date of Addition:
- 08/03/16
- Copyrighted By:
- HBS Press
- Adult content:
- No
- Language:
- English
- Has Image Descriptions:
- No
- Categories:
- Nonfiction, Business and Finance
- Submitted By:
- Bookshare Staff
- Usage Restrictions:
- This is a copyrighted book.