Categories
management

What is the omnipresent “Net Promoter Score?”

I was researching the concept, as it came up in a meeting.

In brief: as an operational feedback mechanism, measure ONLY enthusiastic customers and ONLY ask is they were satisfied and if they would recommend your services or product. ‘

“Enthusiastic” means the highest ranking on both.

No long customer satisfaction surveys that have no predictive value and cost a fortune to create, implement, and that your customers don’t complete.

Interesting. Powerful.

Here’s the original this article in the Harvard Business Review:


The One Number You Need to Grow

If growth is what you’re after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you.
— Read on hbr.org/2003/12/the-one-number-you-need-to-grow

Categories
management people tips value Worth reading

Why your customer service is the most important thing for your business…or for YOU personally.

This article (a summary of Ken Blanchard’s Raving Fans, with what appears to be material from a subsequent interview), may be the most important thing you read today.

Ken Blanchard: Save your firm from a customer service crisis.

Are your firm’s customers, or YOUR customers, raving fans?

Happy reading,
Dak