Net Promoter Scores make bad targets
January 22, 2019
Many executives want to use the Net Promoter Score as a target for their business. By doing so, they may encourage the wrong behaviour.
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Many executives want to use the Net Promoter Score as a target for their business. By doing so, they may encourage the wrong behaviour.
Customer voice data is essential to any business. But it’s not always presented in the most interesting manner. To drive action, you need to fix this.
Customer-centricity is about turning customer smiles into cash Customer-centricity often starts as a moral debate. "It will be good for us", someone says. "Customers should be at the heart of everything we do" a PowerPoint or off-site speech echoes. Good intentions are not enough. Customer positive statements will get encouraging nods from colleagues, CEO’s and
Many executives want to use the Net Promoter Score as a target for their business. By doing so, they may encourage the wrong behaviour.
Customer voice data is essential to any business. But it’s not always presented in the most interesting manner. To drive action, you need to fix this.
Customer-centricity is about turning customer smiles into cash Customer-centricity often starts as a moral debate. "It will be good for us", someone says. "Customers should be at the heart of everything we do" a PowerPoint or off-site speech echoes. Good intentions are not enough. Customer positive statements will get encouraging nods from colleagues, CEO’s and