The Customer Confidential Podcast
How to Get More Out of Your Net Promoter System®
Bain Partner Aaron Cheris discusses how companies can gauge the success of their Net Promoter System.
It's a scenario that we routinely face: a company starts off using the Net Promoter System with great enthusiasm, gets a number of quick wins and then hits a wall. They inevitably ask themselves: "What are we doing wrong?" My colleague Aaron Cheris, one of the chief architects of Bain's Net Promoter System, gets this question a lot. So he helped craft an assessment tool that allows companies to measure their efforts in a straightforward and quantitative fashion. His premise was simple: find out what Net Promoter® leaders are doing and work backward to understand why their results are so stellar. In this episode, Aaron discusses how companies use the assessment tool and what Net Promoter leaders do differently.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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May 05, 2016