I’m biased – I like the Net Promoter Score system, and I’m going to tell you why (in a minute). But, I also think we need an unbiased perspective on NPS, one that airs the dirty laundry, so to speak. Net Promoter Score is both a customer loyalty metric and a system for improving loyalty […]
How to NPS
By now you’ve probably heard about Slack, the wildly successful communication app that’s replacing email in just about every company from AirBnB to AutoDesk. The Slack boom is part of the trend of replacing email with in-app communication, whenever possible. It is the business equivalent of texting, and–let’s face it–even your parents prefer texting to […]
Revenue growth and profitability – are the two metrics the C-Suite cares about the most. They tell you exactly how you did this month or quarter. But do strong sales predict next quarter’s results? Hardly. What if the C-Suite had a crystal ball that could not only predict their growth and profitability, but give […]
The best way for marketers to learn strategies for how to grow a company is to harness the experiences of other business leaders and entrepreneurs. Serial entrepreneur and angel investor, Jason Calacanis, knows this very well, which is why he created the successful online show This Week in Startups (TWIST). On a recent ‘Jam Session’ of TWIST, Jason […]
I’m a big believer in what has rightly become the most acclaimed happiness metric in business today: Net Promoter Score. As the CEO of Wootric, I built our “customer happiness platform” on the NPS framework, and here is why: When I ran Schmendricks bagels, my most meaningful interaction with my customers took place in that second after […]
We’re excited to announce that our Zapier integration is live! In case you haven’t heard, Zapier is the application that lets you easily “zap” data from one workflow application to another and trigger actions. This is a boon to companies that use multiple platforms to support different functions, and need their data to move seamlessly […]
The Wootric team is excited to announce a new feature: Tagging. A tag is a label you may create and optionally apply to individual NPS survey responses for the purpose of filtering, sharing and performing trend analysis. Our users can now create an unlimited number of custom tags and associate them with NPS responses.
In my last piece I shared my thoughts on the why Net Promoter Score is so popular. I’ll now share the NPS program model I recommend. It’s intended for the novice NPS program owner, as well as the veteran NPS program owner who isn’t getting the expected traction or results. This model has evolved since the four years when I implemented salesforce.com’s first ever NPS program across 15,000 employees. I’ve since modified it to make it more agile to fit the needs of small and mid-size clients.
Given the popularity of Net Promoter Score (NPS), maybe you are wondering if you should too adopt it too. As you consider whether NPS is right for your business, it might help to understand some of the reasons why it has become so popular in the first place.
Net Promoter Score (NPS) is the popular metric that shows you how well your company is doing at the job of keeping customers happy. A high score means that the folks who really love your service or product vastly outnumber those who’ve had a negative experience.