Net Promoter programme is the most practical, effective and actionable approach to better customer experience and can result in a growth of profits and loyal customers.
If you’re (re)starting a Net Promoter program, you might be taking the first steps of a journey that will profoundly impact your organisation. And your career.
NPS is still the most practical, effective and actionable approach to a great customer experience — which is one of the most effective paths to profit for any business.
Unfortunately, more than two-thirds of CX initiatives fail, according to CustomerThink.
Implementing a Net Promoter System® or any other Voice of the Customer programme can be difficult. You think of just starting to ask a few questions and nudging a few people in the right direction. It seems fairly easy in the beginning, but then things start to get complicated. You need to spend time setting things up, invest into technology, and keep on putting effort and internal resources even after the launch.
This blog reflects the personal opinions of individual contributors and does not represent the views of Futurelab, Futurelab's clients, or the contributors' respective employers or clients.