“65% of top 200 global companies use NPS, but more than 90% do it wrong”, says Frederick Reichheld. Their biggest mistake? They focus too much on the metric, and not the approach beyond the metric. In order to unlock the full potential of NPS you need to grow from ‘Net Promoter Score’ into ‘Net Promoter System’.
- Do you know your promoters and satisfied customers personally? Do you know who they are?
- Do you know all your detractors and your dissatisfied customers? By name?
- Do you know when and why they became dissatisfied? Instants after it happened?
Telenet for Business, the B2B division of Telenet, does. Why? Thanks to a Net Promoter System, powered by Clicktools and fully integrated in Salesforce.com. It allows for continuous measurement of customer satisfaction at key moments in the customer journey, close enough to the actual interaction to allow for remedial actions when needed.
At the bdma congress, Telenet for Business and 4C talked about how they approached the design and implementation of an integrated customer experience feedback system.