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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

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agile management microsoft product management value

Clueless Companies Can’t Cope

I’m home sick today, so I’m a natural captive audience for free movies, or so I thought.

I was half-watching a movie on Crackle (Sony) on an iPad, and the “preach to the converted” ads for new RIM products were repeated so many times that, frankly, I lost count and I barely managed to finish the movie. The ads, that were amateurish at best, we’re repeated so many times that it made the product offerings look cheesy and irrelevant.