Why NPS looks easy and yet doesn’t work for many
NPS seems quite a breeze and easy to understand, well that’s the problem since it seems easy to understand does not necessarily mean that it is easy to apply.
To ask some questions to a customer is easy but to take the answers and analyze them and then finding the root problem & its answers and implementing it properly throughout the organization is not at all an simple job.
Most things in life seems very easy but when it is actually implemented then the real challenges comes out.
i found a lovely blog post from chris roberts which highlights and explains what are the main dangers when you execute net promoter score yourself. it reveals precisely all the hazards and the bottlenecks of executing net promoter yourself without hiring an certified consultant.
here is the very informative blog post from chris roberts about Net Promoter Score
i know you will like it and avoid the blunders most busines owners make with NPS.
net promoter has helped many Leading companies and helped them to grow at 2 times the industry average and it got rave reviews from them. The top companies who have successfully and profitably implemented the NPS did not do it themselves but hired the certified experts and let them execute it perfectly.It has helped to increase loyalty of the consumers to the organization and also profits.
so there is a lesson to learn here, no matter how smart you think you are you didnot discover or invent everything, there are more intelligent people around who know more about some concepts or processes then you do. when you accept this then it will be easy for you to hire experts rather than trying everything yourself and failing and then blaming the product or service without trying to seeing your own shortcomings.
have a look at the blog post by chris roberts that will make things simple.
Tags: bain, business, customer loyalty, fred reicheld, loyalty, net promoter, net promoter score, NPS