Mark Ritson at Branding Strategy Insider makes a quick riff on the state of the conversation with the NPS. In sum, it seems to be a matter of jubilent adoption vs. high brow skepticism.
I like where he ends up:
Market researchers and academics are correct to question the lazy analysis and over-selling of NPS. But I still side with Reichheld [NPS founder]. It may not be all it's cracked up to be, but I have seen more non-marketing executives - managers with real power - quote NPS in the past two years than all the other marketing concepts put together. This concept is making senior people think about where the money comes from. Not balance sheets, products or sales, but what really drives the business: the customers.And anything that gets managers to think about customers and their needs is a step in the right direction. Even if that step is a little sloppy and its effectiveness exaggerated. [TLS: emphasis, mine]
In the end - it's thinking about our customers, learning to read them, and learning to anticipate their needs that will make them into promoters or evangelists of our services or products.
After all - it is the customers who give us their money - to keep doing the work that we do - which is to make more cool stuff and provide fabulous service the customers who give us their money ..... Get it?
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