Driving NPS – The Three “Must-Dos”


We enjoy working with companies that use a robust NPS measuring system.  When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty.

Today’s customers have power.  It is not uncommon for customers to post feedback in real time.  In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there.  A customer’s voice can be heard around the world in an instant with the right post on the right website.

The secret to improving the customer experience and thereby improving NPS lies in meeting three distinct customer needs.

First, and most obviously, customers want their practical product-related need met.

Second, and not as obviously, they want emotional buy-in related to that practical need – all customers need emotional buy-in because they’re human and they feel something about the product, the company or the service.

Finally, customers want a low-effort experience – they want your company to be easy to do business with.

As Business Intelligence-Middle East points out, “Thousands of companies are using the Net Promoter® Score to measure and improve the customer experience.  “The ranks of zealous customer advocates continues to grow,” said Fred Reichheld, Bain Fellow and often-acclaimed ‘godfather of customer loyalty’.  “What started out as only an idea has become a quiet revolution.  Net Promoter® companies are now mobilizing entire organizations around the single mission of delighting customers.”

Yes, an entire organization can mobilize around the mission to delight, but those efforts are futile unless the mission effectively creates an excellent customer experience with ALL of those three key elements I shared earlier.

Companies that purposefully and consistently nail these three elements will be rewarded with higher NPS.  We see it every day.


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About Jack Dempsey

Jack Dempsey, CEO, heads Pretium Solutions’ Customer Experience & Sales Area focusing on Customer Loyalty, Brand Loyalty and Customer Retention Strategies. He directs Pretium’s revolutionary customer loyalty program, the Golden Touchpoint™. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs. Pretium shows companies how to create, build and maintain customer loyalty, the most important measure of a company’s success with its customers and the most profitable customer service outcome.

One Response to “Driving NPS – The Three “Must-Dos””

  1. Leanne Hoagland-Smith December 5, 2011 at 10:32 pm #

    The NPS is a good indicator. Yet, when a company can measure those who actually have made
    a referral and how much that sale translated to the bottom line, that company will even
    more dramatically increase profits by reducing costs.

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