The Net Promoter System creates a culture focused on earning the passionate loyalty of customers. It inspires the energy, enthusiasm, and creativity of employees in order to accelerate profitable, sustainable, and organic growth.
In 2003, Fred Reichheld, a partner at Bain & Company, created a new way of measuring how well an organization treats the people whose lives it affects—how well it generates relationships worthy of loyalty.
He called that metric the Net Promoter ScoreSM, or NPS®.
He shared the methodology so anyone could apply it.
Over time, each organization developed and expanded it. They improved the methodology. They extended its use beyond customers, applying it to help build employee engagement and commitment. They discovered new methods to broaden its impact, not just to measure customer loyalty but to transform their organizations.
If growth is what you're after, you won't learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you.
Leading firms rigorously measure Net Promoter statistics to transform ordinary customers into promoters.
A No. 1 best seller, The Ultimate Question 2.0 showcases leading brands that are using the Net Promoter System to revolutionize the customer experience.
Winning on Purpose demonstrates that the primary purpose of a business should be to enrich the lives of its customers. When customers feel this love, they come back for more and bring their friends, generating good profits.
As organizations developed and shared their experiences with the Net Promoter Score, NPS itself evolved into much more than a metric. Today the best loyalty-leading companies use the Net Promoter System, a management system that fosters customer-centric disciplines to guide the entire way they do business.
Learn how customer-centric your organization is today and receive practical suggestions for how to move forward on the path.
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