Earlier this week I posted about my annual tradition involving The Beloit Mindset List and feeling vaguely geriatric. Well, now it’s time for another Brains on Fire tradition - The Net Promoter Score. As Fred Reicheld advises in his book The Ultimate Question, we make the effort to ask all the people who know us how we’re doing at regular intervals. Now I know there has been a lot of buzz about The Net Promoter Score lately - is it the ONLY tool a company needs? Is it even useful at all? I would certainly answer no and yes respectively. If, in assessing your company, the Net Promoter is the only thing you do… well… your information could be pretty limited. Simply asking the question is a good step, but it’s not enough. You have to do something with the information you receive. Make efforts to improve upon the shortcomings, take advantage of the opportunities. We ran a Net Promoter Survey for a client of ours several months ago, and they responded by putting together a task force to address the main concerns they heard in the comments. Now that’s what I’m talking about! If you simply know your score and expect it to change, then the critics are right - it’s just another clever marketing book. But, like any data, if you take the time to really listen and really respond… you might end up with real results.

And with that… if you haven’t received our survey in the email, I hope you’ll take a couple minutes to take it now.

Thanks!

This entry was posted on Thursday, August 30th, 2007 at 4:57 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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