"Fred Reichheld recently wrote a piece in the Harvard Business Review called "The One Number You Need to Grow," focused on the "net promoter" metric. The idea is simple: the more customers you have that would be willing to recommend your service or product to their friends, the better your organization will do in the long run. I can tell you from the field that this idea is taking hold in executive ranks across global business, and it's worth knowing about...
Good experience sells itself. Note that "net promoter" says nothing - absolutely nothing - about how well your service is marketed via TV ads, promotional giveaways, or other traditional channels. It's the customers themselves who do the selling - and only then based on the actual experience they had. The best TV ad in history, plus a bad customer experience, equals a bad referral and a poor "net promoter" metric."
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