Net Promoter Score
Fred Reichheld’s book on The Ultimate Question has redefined and simplified how leading organizations measure and obtain customer feedback. The book’s central theme is about determining if your customers are promoters or detractors based on whether or not they would recommend you to their friends and co-workers.
To easily obtain your company’s Net Promoter Score, you simply take the number of promoters and subtract the detractors. The result of this simple math equation is your score!
Large organizations like Delta Airlines, Apple, Porsche, American Express, Four Seasons Hotels, and Verizon have all jumped on board by using the net promoter scoring system to measure the loyalty of their customers.
Having used it personally in two different organizations, I have witnessed the power of it. Exceptional customer service now has a metric based on a very simple question that can be compared month over month, without all kinds of caveats. It crosses over virtually every industry segment and has broad appeal. It gives your customer a voice and their response encompasses their experience with your organization from beginning to end.
I love Kristin Smaby’s quote from Being Human is Good Business.
“When clients share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your client service organization should be designed to efficiently communicate those issues.”
Exceptional customer service is everyone’s job. No one in your business is excluded from delivering on customer loyalty. The power of a detractor of your brand is tremendous and in our fast paced society the power of a promoter drives margins and profits.
Ignitor Leadership offers training sessions geared towards creating exceptional customer service for your business. To find out more about this session please visit our page about our Customer Service Session and also check out our other Skill Development Sessions.