In this section, you will find a variety of tools intended to help you and your company on your Net Promoter System℠ journey. To be alerted when new material is available, like us on Facebook or follow Rob on Twitter.
Looking for a way to convey the emotional power of Net Promoter System to your employees and other stakeholders? Bain & Company has developed a PowerPoint add-in that will turn your Net Promoter score into a chart of promoter, passive and detractor emoticons. Click here to download the PowerPoint add-in to create a custom menu in PowerPoint that allows you to generate a Net Promoter System emoticon wall for all of your presentations. Also available for download are high resolution versions of the individual promoter, detractor and passive emoticons.
Do you know which interactions with your business delight your customers—and which antagonize them? Mapping the interactions that customers have with your business is a key part of the Net Promoter System.
Investing to earn the loyalty of your customers often requires trade-offs—you must decide which of the many investments you could potentially make will result in the greatest return. It is possible to calculate loyalty economics with great precision, if you have the resources and the tools to do so. If not, you can also make rough estimates that can help guide decision-making. This page describes a relatively simple way to get reasonable, rough estimates of the potential value that can be created by improving your company’s Net Promoter score and earning the loyalty of more of your customers.
Traditional methods of measuring customer satisfaction have many shortcomings: they're too long, they don't focus on frontline learning, they make it impossible to close the loop, and so on. In the original version of The Ultimate Question, we devoted a full chapter to examining these issues. Today, many of those shortcomings are well understood, but we have included an updated version of the critique from the original edition here.
How much progress has your company made toward a full-potential Net Promoter System implementation? Find out with Bain & Company's assessment tool. The responses you give to this 15-minute assessment will help you identify key opportunities to derive full value from the Net Promoter System.
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