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Abstract
Implementing the Net Promoter system to make your company truly customer-centric - turning customer detractors into promoters and transforming your employees into company evangelists - is a long journey. Even Net Promoter veterans, such as Intuit, American Express, and Apple Retail, continue to discover new approaches and tactics that strengthen basic NPS tools. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain colleague Rob Markey outline the process of implementing NPS in your company. The chapter focuses on several key steps, including: 1) Assigning the right leaders to implement NPS and positioning them for success; 2) Reorganizing around the customer; 3) Recruiting and hiring people who have an innate desire to serve; 4) Being cautious about linking NPS to compensation; and 5) Securing the support of your IT department. Filled with compelling real-life examples from companies that are using the Net Promoter system - Enterprise Rent-A-Car, Virgin Media, Zappos, Allianz, Logitech, and Rackspace, to name just a few - this chapter provides you with a detailed road map as you embark on your own Net Promoter journey toward customer centricity, greater competitiveness, accelerated growth, and sustainably higher profits. This chapter was originally published as Chapter 9 of ‘The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World.’ This chapter is excerpted from ‘The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World'.
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Abstract
Implementing the Net Promoter system to make your company truly customer-centric - turning customer detractors into promoters and transforming your employees into company evangelists - is a long journey. Even Net Promoter veterans, such as Intuit, American Express, and Apple Retail, continue to discover new approaches and tactics that strengthen basic NPS tools. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and his Bain colleague Rob Markey outline the process of implementing NPS in your company. The chapter focuses on several key steps, including: 1) Assigning the right leaders to implement NPS and positioning them for success; 2) Reorganizing around the customer; 3) Recruiting and hiring people who have an innate desire to serve; 4) Being cautious about linking NPS to compensation; and 5) Securing the support of your IT department. Filled with compelling real-life examples from companies that are using the Net Promoter system - Enterprise Rent-A-Car, Virgin Media, Zappos, Allianz, Logitech, and Rackspace, to name just a few - this chapter provides you with a detailed road map as you embark on your own Net Promoter journey toward customer centricity, greater competitiveness, accelerated growth, and sustainably higher profits. This chapter was originally published as Chapter 9 of ‘The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World.’ This chapter is excerpted from ‘The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World'.