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Fred Reichheld: NPS as a Learning Score v Bonus Target
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New York Times Bestselling author Fred Reichheld explains why so many practitioners of the Net Promoter® System are doing it wrong.
Although two-thirds of Fortune 1000 companies utilize NPS, too often managers turn it into a target linked to compensation.
Reichheld says the instant NPS becomes a target, it is no longer trustworthy as a measuring tool.
When employees feel pressure to secure an imposed number, they lose sight of the purpose of NPS, which is to learn how to improve the customer experience.
Reichheld's goal in writing his new book "Winning on Purpose" is to convince leaders to use NPS to solve customers' pain points.
That's only accomplished by listening to feedback and addressing the moments that matter.
Once employees are redirected to focus their energies on treating customers the way they'd want a loved one treated, they begin to maximize the full potential of NPS.
Although two-thirds of Fortune 1000 companies utilize NPS, too often managers turn it into a target linked to compensation.
Reichheld says the instant NPS becomes a target, it is no longer trustworthy as a measuring tool.
When employees feel pressure to secure an imposed number, they lose sight of the purpose of NPS, which is to learn how to improve the customer experience.
Reichheld's goal in writing his new book "Winning on Purpose" is to convince leaders to use NPS to solve customers' pain points.
That's only accomplished by listening to feedback and addressing the moments that matter.
Once employees are redirected to focus their energies on treating customers the way they'd want a loved one treated, they begin to maximize the full potential of NPS.
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