The link between customer loyalty and true, sustainable, organic growth is well established, and provides companies with powerful, measurable financial incentives to install a Net Promoter system. But unlike financial accounting rules that tempt companies to chase short-term profits at the expense of customer loyalty, a Net Promoter system requires—and inspires—an entire organization to do right by its customers and employees. It is the business equivalent of the Golden Rule: treat others as you yourself would want to be treated.
Judging from the "core value" statements in most annual reports, the vast majority of business leaders want their company to grow by enriching the lives of their customers and employees.
The Net Promoter system is a practical framework for doing exactly that. Here’s how it works:
A Net Promoter system requires that your organization and its senior management commit to:
1. sorting customers (and employees) into promoters, passives and detractors
2. creating short-cycle closed-loop feedback, learning, recovery and action processes
3. making it a top priority to earn the enthusiastic loyalty of customers (and employees)